The LavaCon Content Strategy Conference | 14–17 October 2023 | San Diego, CA
Sara Feldman

Sara is a Cross-Functional Customer Experience expert. A former Technical Writer with an ongoing focus on Knowledge Management, she is experienced with Customer Success Enablement and passionate about all things Content. She’s collaborated frequently with Product and Product Marketing functions and is a certified Knowledge-Centered Service (KCS) Trainer. She currently serves as the Director of Member Engagement for the Consortium for Service Innovation, a nonprofit think tank focused on customer engagement. She enjoys naps, saying cheers, and working from home in Las Vegas.

5 Principles of Cross-Functional CX

For an optimal customer experience, you need to continuously reduce friction, meet ever-increasing expectations, and lower effort for your customers. Content design, product improvements, effective communication, and more are all part of the equation. No single team or department can pull it off – you need a cross-functional strategy that spans internal functions to give your customers what they need throughout their journey with you.

In this session attendees will learn:

  • Principles to guide strategy with peers across departments
  • Key questions and prompts to check CX against the principles
  • Examples of effective (and ineffective) customer experience