Name: Better Customer Experiences Require Better Content
Start: 2023-09-07T15:00:00Z
End: 2023-09-07T15:01:01.000Z
Location: BrightTALK
Rating: 4.8

The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.

Let's Talk Content Operations

Join us for a presentation from internationally renowned content strategy expert Rahel Anne Bailie on improving content operations. Learn why organizations globally are working to streamline content production workflows, reduce bottlenecks, and focus their efforts on high-value tasks.

This session tackles the often-overlooked challenge of content production efficiency. Many organizations focus on the final product, missing upstream issues like resource-heavy processes and hidden blockers. Rahel will help you identify these problems, work through calculating the ROI of fixing them, and explore real-world success stories where teams improved efficiency by 50-80%.

Discover how to:
* Spot waste in your content lifecycle using Lean principles
* Build a compelling case for operational improvements with data
* Conduct cost-benefit analyses to focus your efforts where they matter most
* Use AI to boost productivity without stifling creativity

This presentation offers practical strategies and actionable insights to turn operational efficiency into a strategic advantage for your team. Don’t just identify issues—find solutions that work.

Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you.

This educational event is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Optimizing Content Operations: Calculating the ROI of Your Content Production Pipeline

Join us for a presentation by Hannah Kirk, The Pink-Haired Content Strategist from Hannah Kirk Consulting. Kirk will demystify the complex world of docs-as-code, DITA, XML, and unstructured authoring platforms. Whether you're a seasoned content professional or just dipping your toes into technical documentation, this presentation is tailored to help you make informed decisions about the best tools and practices for your rapidly-evolving business needs.

Kirk will explain the key differences between these publishing approaches, discuss their pros and cons, and provide practical advice on choosing the right one for different scenarios. By the end of this session, you'll have a clear understanding of each approach and be able to determine which one best aligns with your project requirements.

Don't miss out on this opportunity to gain valuable insights from a leading expert in the field. Equip yourself with the knowledge to choose wisely and optimize your content production process effectively.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Can’t make it? Register, and we’ll send you a link to watch a recording when convenient.

Docs-as-Code, DITA, or Unstructured Authoring?

Join us for a chat with Scott Abel, The Content Wrangler, about the future of content operations in the age of artificial intelligence. You may know Scott from his work as a consultant, conference presenter, and talk show host, but in this session, we turn the spotlight back on Scott and ask him what HE thinks about the future of ContentOps.

Abel will explore how AI is reshaping content operations, from creating seamless system connectivity to transforming how content is created, managed, and delivered. He’ll share his thoughts on how AI will change the way platforms for professional content creators work and spotlight a few examples that he believes are coming sooner than many content pros might realize.

Don't miss this opportunity to explore the future of content operations with one of the most influential voices in the industry!

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Let's Talk ContentOps is brought to you by The Content Wrangler, Scriptorium Publishing, and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers

Transforming The Future: ContentOps In The Age Of AI

Unlock the secrets to building and engaging a loyal audience with SubStack, the platform transforming how thought leaders and niche experts share their insights. Join us for a presentation from Sarah Fay, a digital transformation expert and former CEO, who has successfully used SubStack to amplify personal brands and monetize content.

In this interactive online event, Sarah will guide you through SubStack’s features, from blogs and podcasts to email newsletters. Learn essential strategies for launching and growing your presence on the platform, with insider tips that have driven success in the creator economy. Whether you're curious about SubStack’s revenue model or want to streamline your content publishing, this session is designed for you.

We'll also explore resources available to SubStack creators at every stage, from starting out to maintaining a successful publication. Expect actionable insights and inspiration to help you leverage SubStack’s full potential.

Sarah Fay, a leader in digital transformation and AI, has a proven track record of business innovation. As former CEO of Aegis Media North America, she expanded the company’s digital marketing presence and led major acquisitions. She currently chairs the board at Ziff Davis and has held various tech board roles. A former partner at Glasswing Ventures, she’s helped AI startups grow and is a frequent speaker on AI topics. Sarah has been recognized with numerous awards, including “Influential Board Director of 2019” by Women’s Inc.

Can’t attend live? Register to receive a link to the recording for on-demand viewing.

This event is presented by The Content Wrangler and sponsored by Heretto, a powerful CCMS platform for delivering help and API docs in a single customer-friendly portal.

How To Build And Serve An Audience Using Substack

Elevate your understanding of how content engineering can transform your business's approach to managing and utilizing digital assets. Join us for an insightful discussion with Rafaela Ellensburg, a seasoned content engineering consultant from Albert Heijn, as she delves into the critical role of content operations in today’s data-driven environment.

Rafaela will outline why treating your content as a strategic asset is essential and not just a liability. Learn how to add structure and meaning to your content to enhance scalability and efficiency across your organization. She'll also explore the integration of GenAI and content orchestration, emphasizing the need for Content-as-Linked-Data (CaLD) alongside Content-as-a-Service (CaaS).

This free one-hour webinar will equip you with actionable insights on leveraging content engineering principles to optimize your content management value chain, ensuring personalized and orchestrated content delivery that meets contemporary business demands.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Each 60-minute episode of Coffee and Content is recorded live. On-demand recordings are made available shortly after the live show ends.

Coffee and Content is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

When And Why You Might Need A Content Engineer

Join Sarah O'Keefe for "Discovering the Basics of DITA with LearningDITA" a free webinar tailored for technical writers who want to learn how to create content in accordance with the Darwin Information Typing Architecture (DITA).

You'll discover the essentials of DITA—what it is, why it's crucial for creating structured content, and how it revolutionizes consistency and efficiency in documentation. By exploring core elements such as topics, maps, and metadata, along with DITA specializations like task, concept, and reference topics, you'll learn why organizations around the globe use DITA to craft modular, reusable content and put it to work.

Attendees will be introduced to the "LearningDITA" — a free, self-paced, online DITA training course. Lessons include exercises, links to additional resources and videos, and quizzes to test your knowledge.  

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. 

This educational event is brought to you by The Content Wrangler and Scriptorium Publishing is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Discovering the Basics of DITA with LearningDITA

Boost your project's success by transforming your most resistant team member into your biggest supporter. During this episode of Let's Talk Technical Documentation, hosted by Dawn Stevens, Amber Swope from DITA Strategies and Dan Schommer from Intuitive Stack will explore the surprising benefits of having a "workplace curmudgeon" and reveal what drives them. You'll walk away with practical strategies to engage these team members and turn their resistance into valuable contributions.

Amber and Dan will explain how these unlikely team members can be crucial in making any project succeed. They'll discuss how challenges can be turned into wins by fostering collaboration and understanding. You'll gain a new perspective on leveraging the unique strengths of every team member, even those who initially seem like obstacles, fostering a sense of empathy and inclusivity.

This session equips you with the knowledge and tools to create an environment where everyone expresses their ideas and feels valued, driving exceptional project results.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Love Your Curmudgeon: Embracing Your Least Likely Partner In Transformation

We’re kicking off 2025 with another episode of our Let’s Talk ContentOps series! In this show, special guest Rahel Bailie, Content Solutions Director of Technically Write IT, and host Sarah O’Keefe, Founder & CEO of Scriptorium, discuss how organizations can leverage the unlikely connection between structured content and conversational AI. 

In this webinar, attendees will learn: 

What is structured content, and how it fuels reliable conversational AI responses
How technical writers and conversation designers can collaborate for optimal output
Where to get started with structured content and conversational AI

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. 

Let's Talk ContentOps is brought to you by The Content Wrangler, Scriptorium Publishing, and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Powering Conversational AI With Structured Content

Unpack the complexities of Darwin Information Typing Architecture (DITA) within the nuclear energy sector with Manfred Hammers, a seasoned technical documentation consultant from Rivtec, Inc. Discover how modular content is revolutionizing safety protocols and operational efficiencies in this critical industry.

Manfred will discuss the basics of DITA, highlighting its pivotal role in managing documentation across highly regulated environments. Learn about the unique challenges faced by the nuclear sector and explore flexible solutions that DITA offers to address these issues effectively.

You'll gain insights on enhancing content flexibility, ensuring stringent safety measures, and driving cost-effectiveness through structured content strategies. Whether you're a technical writer, content strategist, or involved in nuclear energy operations, this presentation will equip you with actionable knowledge to transform your content practices.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Each 60-minute episode of Coffee and Content is recorded live. On-demand recordings are made available shortly after the live show ends.

This educational event is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Putting DITA To Work In The Nuclear Energy Sector

Rescheduled from October 24, 2024 — Discover the latest technical documentation management and delivery trends that are setting new standards for customer support experiences. Kevin Nichols, Executive Director of Experience at AvenueCX, brings groundbreaking insights from the 2024 B2B Self-Service Technical Documentation Experience survey in collaboration with The Content Wrangler.

You'll learn how leading-edge technical documentation teams revolutionize managing and delivering product information. Discover the software platforms making waves, future aspirations driving innovation, and strategies aligning with evolving customer needs. Whether exploring cutting-edge content management technologies or developing effective community engagement tactics, this presentation has something for everyone looking to elevate their technical documentation game.

Kevin will also illuminate the importance of performance tracking mechanisms and analytics businesses use to measure content success and identify growth opportunities. You will gain valuable insights into the role of community platforms, user-generated content, and collaboration in enhancing self-service technical documentation.

Coffee and Content is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

How Tech Docs Teams Manage  And Deliver Support Content

Unlock the secrets of efficient documentation management in our upcoming webinar, 'Localizing and Versioning Content with Docs-as-Code'. Join Manny Silva, Head of Docs at Skyflow, as he dives into how you can streamline your documentation processes using Docusaurus.

Discover how localization isn't just possible—it's straightforward with Docs-as-Code. Manny will outline practical steps to adapt your content for global audiences without breaking a sweat. Learn about different versioning techniques that keep your documentation current across all versions, tailored specifically to the platform you're using.

Manny will also highlight why Docs-as-Code is not only a tool for initial setup but a sustainable solution for advanced documentation needs. This session will equip you with actionable insights to enhance your documentation strategy and execution.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

This educational program is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Localizing and Versioning Content with Docs-as-Code

Join us for a 30-minute chat with Bill Raymond about his upcoming AI Power Prompting Workshop. This hands-on, virtual course will break down multimodal prompting and teach you the basics you need to start using generative AI effectively. During this short course preview we'll discuss how Bill's workshop can help you discover how ChatGPT can upgrade your work, boost productivity, unlock creativity, and help you learn new skills quickly. 

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

This web presentation is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Preview: AI Power Prompting Workshop

Discover the critical role of structured data as Andrea Volpini, co-founder and CEO of WordLift, dives into the transformative role of semantic content in a post ChatGPT world. We'll chat with Volpini, a pioneer in the field of semantic content optimization, about what he learned  analyzing structured data from 16.9 million websites.

We will discuss the evolution of structured data across various industries including publishing, eCommerce, and local retail businesses. You'll learn embedded markup — structured content — is shaping the future. Leave with a clear understanding of semantic search engine optimization and why now is the opportune moment to invest in it.

This session is designed to arm you with knowledge and strategies to harness the power of structured data for enhancing your business’s online presence and search engine visibility.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Coffee and Content is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Structured Data Insights: What 16.9 Million Sites Reveal

The quality of your content is the most important factor in how well your artificial intelligence (AI) system performs. The phrase “Garbage in, garbage out” has never been more relevant. Many organizations have years—even decades—of content that may be outdated, inconsistent, inaccurate, or just not suitable for AI.

Join us on the Coffee and Content show for an insightful conversation with global content strategy expert Val Swisher on transforming your content into a valuable asset for AI. She’ll dive into why curating content thoughtfully is essential for training AI effectively, highlighting the power of selecting and refining information to improve outcomes. Val will also provide practical tips for evaluating, cleaning, and organizing content, ensuring it's accurate, relevant, and diverse enough to support AI applications.

In addition, she’ll explain how to create three key training sets—training, validation, and test sets—from your curated content. Each of these sets plays a crucial role in training AI models, enhancing performance, and testing accuracy in real-world scenarios.

Join us to learn how to take your content from “not good enough” to “AI-ready” and unlock the full potential of your AI systems.

— How content quality impacts AI success directly
— Practical ways to curate content for AI
— The purpose of training sets and how to create them

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. 

Coffee and Content is brought to you by The Content Wrangler and Content Rules and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Why “Good Enough” Content Is No Longer Good Enough

Join us for Coffee and Content with Hilary Marsh, an experienced content strategist, to learn how content is crucial in delivering remarkable customer support experiences. Consumers demand fast and easy answers, and high-quality, relevant, and accessible content is key. 

Marsh will discuss why "Better CX requires better content" and the characteristics and benefits of a "content-first" approach that prioritizes content over form. She'll also emphasize the importance of "core content" that meets audience needs and is easily accessible. 

Don't miss this opportunity to enhance your customer support strategy!

Can’t make it? Register, and we’ll send you a link to watch a recording when convenient.

Coffee and Content is brought to you by The Content Wrangler, and Heretto, the #ContentOps platform for product, reference and knowledge content.

Better Customer Experiences Require Better Content

Customer Experience

Content Strategy

Content Improvements

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Social Media Marketing

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Marketing Operations and Automation

Mobile Marketing

“People generally remember 10% of what they read, 20% of what they hear, 30% of what they see and 50% of what they see and hear.” This final segment, the merging of audio and visual, is what makes webinars and videos a crucial part of any marketing program. The BrightTALK webinar and video marketing community gives you access to webinars and videos on marketing, best practices for video marketing online and tips for creating a successful marketing webinar. Join thousands of marketing professionals exchanging information through on-demand and live webinars and videos.

Webinar and Video Marketing

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Search Engine Optimization

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IT Security

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Collaboration and UC

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Information Technology

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Learning and Development

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Better Customer Experiences Require Better Content

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