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Join the Center for Information-Development Management for the 21st Annual Content Management Strategies/DITA North America Conference in Durham, North Carolina on April 15-17, 2019.

We are a community of people who believe that international standards, structured content, reuse capabilities, and multiple media delivery are the directions of the future.


Meet Our Keynote Speaker: Adam Toporec

FROM HASSLE TO HERO: PAVING THE PATH FOR POSITIVE CUSTOMER JOURNEYS

Customer emotion has an outsized impact on customer experience, and hassle can be a significant source of negative emotion.

By eliminating these frustrations from our customer’s journey, we open a path for positive emotions to define the customer experience, creating better memories and more loyal customers.

This dynamic keynote will reveal a 3-part approach to making your customer’s experience hassle-free. Attendees will learn to…

  • Understand customer hassle and why it’s more than just effort,
  • Identify the hassles your customers face using a variety of sources, and
  • Eliminate hassles from your journey by focusing on five root causes.

You will leave this keynote with actionable strategies for creating hassle-free customer experiences that pave the way for positive customer emotions that lead to loyalty.


The Content Management Strategies/DITA conference offers many unique networking opportunities! Join us to meet publications professionals who have implemented content management strategies and the OASIS DITA standard in their organizations. Hear from key tool developers who are actively supporting the standards-based community.

Please plan to join us at the Welcome Reception on Sunday Evening:  6:30pm – 8:30pm


The Center for Information-Development Management (CIDM) brings together the most highly skilled and talented managers in the field of information development from across the US and internationally to facilitate the sharing of information about current trends, best practices, and developments within the industry, from information development to training and support.


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