Orchestrating Knowledge Into Omnichannel Digital Experiences

Technical content resources generally break down into 3 types: curated documentation and training, reactive support knowledgebase articles and technotes, and crowd-sourced community posts. To gain optimal business value, all of these content types must be orchestrated and aggregated into an authentic digital experience that provides a single pane of glass, no matter the front-end web channel being accessed and no matter the role of the audience – customer, prospect, internal support staff.

In this session, we examine trends towards dissolving fragmentation, merging all of your product knowledge into a unified digital experience. We present case studies for how adoption of digital experiences for product knowledge measurably improved content value.

What can the audience expect to learn?

The audience will learn how a modern digital experience platform can join silos and orchestrate content from multiple systems into a single user experience, no matter which platform your company chooses to adopt for the customer-facing platform.

Meet the presenters

Joe Gelb has over twenty years of experience helping enterprises implement, maintain and capitalize on structured content. As President of Zoomin Software, he has spearheaded the development of advanced technology solutions for dynamic content delivery.

Prior to founding Zoomin and Suite Solutions, Joe was the CTO at Live Linx, a leading provider of software and system integration services for technical product information, where he designed and implemented solutions for aerospace, defense, manufacturing and hi-tech companies. Joe holds a degree in Mechanical Engineering from Stevens Institute of Technology.

 

For the last fifteen years, Hannan Saltzman has served in executive R&D and product positions, focused on defining and building market leading products. In his last role, Hannan served as a senior product manager in NICE Systems, helping large financial institutions identify compliance risks in mass amounts of unstructured customer communications by applying speech, text ,and transactional analytics. Prior to that, Hannan led NICE’s Situation Management solution to being the global market leader, helping large enterprises improve operations by optimizing knowledge delivery and response workflows. At Zoomin, Hannan and his team develop innovative products that help organizations reduce customer effort by providing personalized and consistent product information across customer touchpoints.

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