This is presentation proposal for LavaCon 2015 and here is the description: Customer Engagement (CX) is more than a buzz word. It’s key to remaining relevant and to adding value to your employer or business. Come and see how you start the CX discussion, put together and deploy a strategy, and then measure its results. If you’re doing CX already, come and challenge others, share your secrets, and disclose your stories. This session promises food for thought, a party hat of laughs, and a hope that you can get your CX party started when you leave the room.

1. Customer Experience (CX)
Come Join the Party
Pam Noreault – Sr. Mgr Information Development (ACI Worldwide)
LinkedIn = Pam Noreault and Twitter = @pnoreault

2. Description and Party Invite
Customer Engagement (CX) is more than a buzz word. It’s key to remaining
relevant and to adding value to your employer or business. Come and see how
you start the CX discussion, put together and deploy a strategy, and then
measure its results. If you’re doing CX already, come and challenge others,
share your secrets, and disclose your stories. This session promises food for
thought, a party hat of laughs, and a hope that you can get your CX party
started when you leave the room.

3. Attendees will learn:
• Why you need a CX strategy
• Where the CX strategy fits within a Content Strategy
• What items to include in a CX strategy
• How to get buy-in to your CX strategy and deploy it
• Ways to validate specific CX strategy items
• How to use metrics to report validation success

4. Party Type (case study)
Party favors include:
• Practical ways for you to engage with customers
• Methodology and useful stories on how to empower
employees to engage with customers
• Insight into challenges and lessons learned
• A candid look at unexpected results (Darn – what now?)
• Laughs at my expense

5. Pam Noreault
Pam is a Sr. Manager of Information Development at ACI Worldwide. Pam
has 20+ years experience in communications, content management, and
technical writing. She specializes in content reuse, topic-based content
creation, DITA conversions, using social media in business, and trends in
user assistance. When she’s not researching and implementing new ways to
involve customers in user assistance, she can be found presenting at
conferences, teaching Technical Communications courses at the local
college, or hiking with her dogs. Pam has a BS in English/Spanish Education
from The Ohio State University and a MA in English/Professional Writing from
Wright State University.