LavaCon is around the corner and we couldn’t be more excited to not only attend, but present. LavaCon is a gathering place for content strategists, documentation managers, and other content professionals who are willing to share their best practices and lessons learned—both what worked, and what didn’t.
With over 83 sessions and workshops to attend, we have hand-curated a list of the top enterprise content development sessions that can improve your customer experience.
Wednesday, October 26
Time: 8:30AM to 8:50AM
The customer experience is coming for you. Well, it’s actually coming for your content and that means you. Everyone today wants to tie their job to the success of a customer’s journey. In this keynote Aaron Fulkerson will address how your career and skill set will be re-defined and invigorated by the customer journey; if you let it. Your work will affect the marketing team, the PR and communications team, the web and design teams, sales, and business development teams. But you need to demand a seat at this table. You make the difference in a customer’s happiness now more than ever. Or, you can continue writing documents that are published away as PDFs. Come help make customer success the experience and not just a mythical journey.
Time: 8:55AM – 9:15AM
A new era of computing—The Cognitive Era—is taking shape right now. It promises monumental change; altering forever the way we create, manage, and deliver content. Over the next two decades cognitive computing will radically transform every aspect of our field. It will change the way human beings around the globe live and work. It will change the way business solve problems and make decisions. And, it will provide us with powerful methods of enabling customer success.[/ezcol_1half] [ezcol_1half_end]
Time: 1:45PM to 2:45PM
At PointClickCare, we have domain experts creating post-sales customer-facing content. In this session, we will discuss our lessons learned as we went from a manual content authoring and publishing process to a CCMS that solves most of our problems. You’ll learn what we did and how we did it, what mistakes we made, what worked and what you need to know before you start this journey.
Time: 3:00PM to 4:00PM
Mobile search has forever changed the way consumers and companies interact. Buyers no longer want to be sold to, they want to self-serve and find the information they want, when they want it, and in the channel they desire. Documentation has a new power: allowing companies to touch the customer at every step of their journey (from pre-sale and purchasing to becoming product experts). Monitoring how customers use the documentation offers analytics on exactly what they want at every stage. You will learn how to use documentation to influence both the pre-sale experience and your company’s ability to retain your customers, turning them into product experts and brand promoters. Your docs will improve Google search results and brand authority, control the conversation around your product, and strengthen the customer’s experience from A to Z to A again. [/ezcol_1half_end] [ezcol_1half]
Thursday, October 27
Time: 10:45AM to 11:45AM
Traditional technical writing departments are in the business of producing stodgy, largely unread, highly detailed PDFs and online content that provides limited value to the majority of their customers. Transforming technical content to focus on customer success, context and lean documentation is key to actively engaging customers, solving their problems, and producing a positive impact on the business, i.e., sales. We’ll show how we develop dynamic content that meets the needs of our customers for point-to-point information and knowledge acquisition, which are two distinctly different things. We will show you how we’ve implemented a complex, enterprise-level Customer Success solution in MindTouch, a multi-channel support knowledge base and customer success tool. [/ezcol_1half] [ezcol_1half_end]
Reducing Costs While Creating a Better UX: Managing Content Channels in the World of Customer Success
Time: 4:30PM – 5:30PM
Customer Success is a growing discipline for many companies, replacing traditional models of support, training, and account management. But how do you 2016 Conference on Content Strategy and Tech Comm Management 40 form a coherent content strategy to support your success initiatives, especially in the rapidly changing world of software? In 2014, Optimizely launched the Optiverse: a combined documentation, learning, and community hub, which immediately led to a dramatic decrease in support case volume while fostering ongoing customer interaction. We’ll discuss lessons learned, challenges, and best practices. [/ezcol_1half_end][ezcol_1half]
Friday, October 28
Time: 1:30PM to 5:30PM
You’ve defined a content strategy, so all you have left to do is implement it, right? Well, maybe. If you’re in an enterprise of any size, your strategy encompasses far more than the content for which you are personally responsible. The most critical precursor to successfully implementing your strategy is to define and develop the right cultural ecosystem (people, processes, etc.) to ensure the best information experience for your customers while enabling your content creators to flourish and be productive. Understanding the influencers and inhibitors of that ecosystem will enable you to create the best possible environment for implementing your strategy. [/ezcol_1half] [ezcol_1half_end]
Time: 4:00PM – 5:00PM
We open with a familiar truism: Only give your users what they need, when they need it. Your product and technical content must speak directly to your users’ diverse needs, to their parallel goals, with as little clutter as possible. This has forever been the tech writer’s mantra, but with cloud-based, hosted content delivery systems it’s easier than ever to achieve. Here at iovation, we accomplish this with a sophisticated mix of disciplined, modular content and cutting-edge content management technology.[/ezcol_1half_end]
Many well-known influencers are speaking at LavaCon, find out who made the TOP 25 Content Strategist Influencers.
Feeling philanthropic? Check out how you can give back without spending a dime. MindTouch teams up with the LavaCon conference to help PowerMyLearning outfit underserved communities with the technology needed to keep up in the digital age.