Workshop: Cisco Case Study: How Strategic Content Operations Lie at the Heart of Great Customer Experience

Monday, November 04, 2019
11:00 AM - 1:00 PM Shedd A

Overview

Whether you know it or not, your daily work is part of the machinery that produces customer-facing information and content. Whether you accept it or not, you are part of the machinery that ultimately becomes digital customer experiences.

Given how digitization and customer experience have permeated into our everyday lives, it is imperative to understand how our teams consciously, or not, enable and are constantly part of the experience development process … and how we produce our content is at the heart of this.

When driving a content and information work stream, along with expertise in content creation and analytics collection, you are expected to exert your sphere of influence and expand on transformational leadership skills.

In this session you will learn:

  • 5 lessons from how Cisco rebooted its content production processes, infrastructure and metadata
  • How to define a content work stream – step-by-step and right sizing
  • Defining content goals and exit criteria

Transformation & Leadership

Speakers

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