Name: Unlock Hidden Knowledge to Deliver What Customers Need
Start: 2024-03-12T17:00:00Z
End: 2024-03-12T17:01:00.000Z
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.

Coffee and Content

What happened with personalization in 2024, and what should you be aware of for 2025? We will examine current trends and assess the impact of AI and other technological advances on personalization now and in the future. 

In this session of The Personalization Wrangler, Kevin P. Nichols will provide an overview of:

* The developments in personalization during 2024 and their impact
* Insights into personalization advances and what to expect in 2025
* Analyst predictions

Kevin began his career in user experience, driven by his passion for creating exceptional customer content experiences. He thrives when brand and business experiences align with customer needs. Kevin views content as essential to business initiatives like personalization and omnichannel strategies. His work with large brands has given him insight into effective and ineffective methods. At AvenueCX, Kevin channels his passion for content, working with global brands to enhance their content and customer experiences. He authored "Enterprise Content Strategy: A Project Guide" and co-authored "UX for Dummies." Kevin also chairs the Content Strategy Alliance Best Practices Initiative.

“Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and 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 to watch a recording when it’s convenient for you.

Content Personalization: 2024 and Beyond

Rescheduled from September 12, 2024. 

Join us for Coffee and Content with Rachel Lee Nabors, a seasoned Fractional Developer Experience Leader, as they unravel the intricacies of the Docs-as-Code approach to software documentation. 

During this episode, you'll discover the advantages and challenges of treating documentation like code. 

Nabors will explain why considering documents as an integral part of the product — Docs-as-Product — is crucial for success in today's fast-paced tech environments. They'll share insights on how adopting a systems thinking perspective can significantly enhance your content production capabilities, making your documentation process more efficient and effective. 

Expect to walk away with a deeper understanding of the Docs-as-Code methodology, equipped with knowledge about its benefits and drawbacks. Whether you're looking to streamline your technical documentation processes or curious about innovative approaches to content creation, this presentation will provide valuable takeaways to help you build better documentation systems.

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 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.

The Pros and Cons of Adopting Docs-as-Code

In an era where customer experience reigns supreme, personalizing technical documentation has emerged as a critical strategy for driving sales, enhancing customer satisfaction, and fostering loyalty. Join us for a conversation between Kevin Nichols, The Personalization Wrangler, and Patrick Bosek, CEO and co-founder of Heretto, about the transformative power of individualized technical documentation experiences.

Boksek and Nichols will discuss how organizations are leveraging componentized, semantically rich, intelligent content to power content personalization. This discussion will cover typical approaches to content personalization, including role-based access control, preference-based personalization, and permission-based strategies, providing you with actionable takeaways to implement in your own projects.

Whether you're looking to refine your organization's technical documentation strategy or seeking innovative ways to engage your audience, this session promises to equip you with the knowledge and tools necessary to make a tangible impact. Don't miss out on this opportunity to transform your technical documentation into a powerful asset for your business.

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 Personalization” is brought to you by The Content Wrangler and AvenueCX 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.

Personalizing Technical Documentation Experiences

Explore the evolving landscape of technical documentation in the wake of groundbreaking right-to-repair legislation with Kyle Wiens, CEO of iFixit. As 20% of the US population gains legal access to repair their electronics, the implications for tech writers are profound and far-reaching. This pivotal shift not only empowers consumers and independent repair shops but also sets new precedents for manufacturers' documentation practices.

In this insightful one-hour presentation, Wiens will unravel how recent legislative victories are reshaping the way technical documentation is crafted and accessed. Discover the criteria that determine whether a company must make its service manuals public, explore the efforts by manufacturers to comply (or not) with these regulations, and understand the terminology challenges that need addressing to maximize the utility of these laws for consumers.

Moreover, learn about the ongoing battle to extend these rights across the United States and globally. Whether you're a technical writer, content strategist, or simply intrigued by the intersection of technology, law, and sustainability, this session promises valuable insights into making technical information more accessible and useful than ever before.

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 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.

Impact Of The Right-To-Repair Revolution On Tech Writers

Case Study

TBD

Let's Talk ContentOps is brought to you by The Content Wrangler, Scriptorium Publishing, and is 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.

Let's Talk Content Operations — Episode 6

[Let's Talk Technical Documentation E6] TBD

During this episode of Coffee and Content, we chat with Jenny Magic, a top-rated speaker and author of "Change Fatigue," about how you can overcome resistance and conquer change fatigue. 

Known for helping leaders earn back employee discretionary effort, Jenny brings her expertise in improving internal projects and boosting employee engagement. 

Learn how to stay resilient, maintain productivity, and foster a positive work environment amidst constant change. Whether you're leading a team or adapting to new processes, Jenny's insights will help you thrive in an ever-evolving landscape. "She really is ✨ magic✨."

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 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.

Overcoming Resistance and Conquering Change Fatigue

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

In this engaging one-hour session, you'll learn how leading-edge technical documentation teams are revolutionizing the way product information is managed and delivered. Discover the software platforms making waves, future aspirations driving innovation, and strategies aligning with evolving customer needs. Whether it's exploring cutting-edge content management technologies or delving into effective community engagement tactics, this presentation has something for everyone looking to elevate their technical documentation game.

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

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

Join us for an insightful webinar featuring Sara Feldman, a renowned expert in the field of Knowledge Management. Discover how Knowledge-Centered Service (KCS®) can revolutionize your organization by enhancing employee engagement and elevating the customer experience.

Key Takeaways:

Understand how a single methodology can open doors for employees, customers, and product development.

Learn how KCS empowers individuals to tackle new challenges by minimizing repetitive issues.

Explore strategies to harness organizational knowledge for ongoing improvement.

Don't miss this opportunity to transform your approach to knowledge management and customer service. Register now to secure your spot!

Sara Feldman, Director of Member Engagement for the Consortium for Service Innovation, is a certified Knowledge-Centered Service (KCS) Trainer and experienced with customer-centric functions in the software industry. She enjoys naps, saying cheers, and working from home in Las Vegas. The Consortium for Service Innovation is a not-for-profit think tank focused on customer engagement.

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 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.

Unlock Hidden Knowledge to Deliver What Customers Need

Knowledge Management

Knowledge-Centered Service

Customer Experience

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Social Media Marketing

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Marketing Operations and Automation

Mobile Marketing

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Webinar and Video Marketing

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Search Engine Optimization

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Content Marketing

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Marketing

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E-commerce

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IT Security

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Collaboration and UC

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Unlock Hidden Knowledge to Deliver What Customers Need

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