The LavaCon Content Strategy Conference | 23-26 October 2022 | New Orleans
Andrea Ames

Recognized in 2018 by Relevance as one of the Top 25 Marketing Thought Leaders, in 2017 by [A] as one of the Top 25 Masters of Multichannel, and in 2016 by MindTouch as one of the Top 25 Content Strategy Influencers, Andrea is a sought-after keynote speaker, workshop leader, consultant, and coach, as well as the author of numerous journal and magazine articles and two award-winning books. A 35+-year veteran in the post-sales content industry, a customer retention and content experience strategy consultant and coach, and the founder and CEO of Idyll Point Group, Andrea’s passion is helping businesses to make their customers wildly successful. She teaches content teams to operate like a business, develops superstar content leaders in her coaching programs, and provides customer-retention education and coaching for businesses of all sizes.

Andrea is the host of the After the Sale podcast and the Executive Editor of STC’s Intercom magazine, as well as a Certified Online Training Professional (COTP) and the curriculum designer and Program Chair for the UCSC in Silicon Valley certificate program in technical writing and communication, where she also teaches content design and architecture, human factors, and usability courses. She is a Fellow and past President of STC, a Distinguished Engineer of the ACM (the first content professional to achieve this distinction), a Senior Member of the IEEE, and a member of numerous other professional associations.

When she’s not a guest on entrepreneurial and content podcasts, consulting with content leaders in large enterprises, teaching technical communicators, or coaching entrepreneurs, Andrea teaches quilt making and design, kayaks, and walks her dogs 2+ miles every day — typically while binging on podcasts and audio books.

You can connect with her on

The 3 Rs of a WOW Journey

As content professionals, we don’t often consider our role in customer retention. And POST-sales content professionals, we have the opportunity to have a HUGE impact on revenue — it costs from five to 15 times more to acquire a new customer than it does to retain an existing customer. In digital businesses, content is the lynchpin of retention. Join Andrea in a discussion of the three Rs that are key to retention!

In this session, attendees will learn:

The importance of creating an experience to get renewals, referrals, and raving fans!

Design Thinking PLUS for Content

“Design Thinking is a problem-solving methodology that is made most effective with the addition of expert facilitation. Andrea has updated her basic Design Thinking workshop to include additional techniques that will enhance the connections between your workshop participants, cut through the “”political noise”” and agendas that often accompany problem solving in teams, and ensure the most successful workshop outcomes!

BONUS: This workshop will give you a THREEFER! Join Andrea to (1) learn design thinking methods, (2) observe the “”meta”” lessons in the how she facilitates, AND (3) provide feedback on the Lavacon Conference!”

In this session, attendees will learn:

Expert facilitation techniques to lead design thinking workshops with a focus on content challenges!