Sara Feldman, Director of Member Engagement for the Consortium for Service Innovation, is a certified Knowledge-Centered Service (KCS) Trainer and experienced with customer-centric functions in the software industry. She enjoys naps, saying cheers, and working from home in Las Vegas. The Consortium for Service Innovation is a not-for-profit think tank focused on customer engagement.

Stop Imposing Your Org Chart Onto Your Customer Experience

For too long, we have let internal team structures, workflows, and tools dictate how customers find the information they need. We have excellent intentions! Yes, and, we allow divisions of labor to increase wayfinding effort for our customers.
This session will highlight the common pitfalls that cause internal operations to hinder customer experience. Through real-world examples and practical advice, attendees will learn how to streamline their content strategy to hide the seams of internal boundaries and deliver content more intuitively.
Together, we can challenge the status quo of imposing on our customers and advocate for more unified content delivery.

In this session attendees will learn:

• Identify the tell-tale signs that your organization’s structure is negatively impacting your customer experience
• Understand the importance of an approach that prioritizes customer needs over internal complexities
• Walk away with actionable steps to realign your content experience to optimize your customer experience