Many thanks to the Xplor Education Committee and our committed speakers, moderators and panelists. We appreciate that they will share their time, talent and expertise with our attendees. The agenda is subject to change based on unforeseen events.
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Please pick up your registration package upon your arrival. Your conference badge must be worn for all conference events. If you registered for networking events, your tickets are included in your badge holder. If you have any questions or concerns during the conference, please stop by and see us. Sponsored by:
Separate pre-conference workshop purchase ($99)
Deborah Corn, Principal at Print Media Centr, Vanecia Carr, Director of Marketing, Printing & Publishing at Domtar, and Joanne Gore, Marketing Director at Avanti, present: The Ultimate Marketing Workshop for Printers: Solid Strategies for Sales Success.
This 5-hour workshop is designed to help printers navigate and conquer the challenges of selling print and reaching new customers in today's digital landscape through targeted messaging, marketing, and relationship-building strategies. Sessions include:
For more information, go to the Co-Located and Pre-Conference Programs page.
If you haven't done so already, please pick up your registration package upon your arrival. Your conference badge must be worn for all conference events. If you registered for networking events, your tickets are included in your badge holder. If you have any questions or concerns during the conference, please stop by and see us. Sponsored by:
Rise and shine! Enjoy a cup of coffee or tea as the journey begins. Sponsored by:
Increasingly complex customer communications driven by big data, government regulations, multi-channel distribution and new technologies have made life complicated when it comes to system controls. Workflow, production control and output integrity drive output while things like analytics, business intelligence and metrics dictate content. Our panel will address the importance of system controls, what they represent and how they drive business today and in the future.
Did you know that improving your customer communications is a sure-fire way to improve your customer experience? Forrester's Customer Experience Index (CXi) tracks several "drivers" of customer experience for a number of industries, and customer communications is one of the few universal drivers which affects customer experience for every industry. This session will look at the people, processes and technologies of CCM and CX and will explore ways you can improve your customer communications to increase customer satisfaction and improve your customer experience.
2. Learn how to strategically and tactically align your CCM with your CX. No matter where you are in the process of connecting CCM and CX, you'll leave with actionable insights for improving both.
What happens when the National Federation of the Blind, the nation’s leading advocate for equal access by the blind to information and technology, and the U.S. Department of Education reach an agreement that requires Student Loan organizations to make student loan information accessible to blind Americans? Loan documents are system generated as a Print Description Language and documents must be set up in accessible PDF to alternate formats such as Braille or Large Print. We'll take you on a journey from PCL to Accessible PDF and why post composition accessible remediation was the right answer to meet regulatory and turnaround requirements.
1. How automated, high speed Print Transforms can transform large volumes of documents into Accessible Documents, accessible PDFs to meet regulatory requirements.
2. How accessibility laws and regulations are pushing accessible disclosure of personal and private information to students that are blind, partially sighted or have a cognitive disability.
Inkjet printing has become the standard for transaction print production, though not everyone is on board. Many companies
are just now making the transition, while others made the transition over the last 10 years are are feeling vaguely dissatisfied.
Promises of cheaper printing don't seem to be coming true, and constituents are grumpy about image quality. What can you
do? This session opens the kimono on what your print vendor never told you about file preparation and some simple tricks for
making sure that you print using the least amount of ink while getting spectacular print quality.
1. Moving to an inkjet print strategy is designed to save costs in print output, but for many companies it ends up with secret costs no vendor told you about.
2. Moving to inkjet print production should be a win-win for everyone in the print process, but too often everyone ends up unhappy with the print quality and ink usage.
Kids know it instinctively: think of how they build a fort in the backyard. They don't need to elect leaders because leaders emerge. They don't need to assign tasks because everyone knows what they are good at. The task becomes all-consuming because that is part ofthe fun. Cooperation is a given. As adults we need to re-learn this. Empowering a group is the job of the "scrum-master" - the person that clears the roadblocks and encourages participation. Role-playing, conflict resolution and guarding against "game show host" personalities are all part of the gig. John Lynch has led some impressive teams and he brings decades of learning to Xplor.
This session on leadership in the agile software world is designed to help teams:
1. Tackle a specific mission with 100% buy-in.
2. Overcome any roadblocks that derive from group dynamics.
Front and center in the delivery of transaction documents is compliance. For over 50 years, our industry has converted data into formal documents that must be legally presented to external parties. The information must be correct, understandable and delivered on time. Any misstep in the process can jeopardize the evidentiary weight of the issued document; potentially leading to customer dissatisfaction, regulatory intervention, fines, and sanctions.
The process to create these legally relevant documents is very complex, as outlined in A Guide to the Electronic Document Body of Knowledge™. The Electronic Document BOK: Production Workflow Basics track explains, and expands upon, the EDBOK Guide. Each session will cover one of the steps in the workflow, from data to delivery.
This session will highlight the purpose of these documents in commerce, some of the current and emerging regulation governing their issuance, and their future growth and metamorphosis.
It will also look at how to exploit more effective customer communications without jeopardy.
Attendee Takeaways: Improve your knowledge with experienced views on best practices, pitfalls and successes of the delivery of legally relevant correspondence.
Many large organizations have in-house operations to print critical customer communications. Frequently, line of business leaders use separate, siloed groups or shadow IT to create and deliver electronic communications. These web and mobile initiatives are getting the lion’s share of CCM budgets, while print operations fight for scraps to modernize their legacy platforms.
Learn how to transform your in-house operation from outdated legacy print to a mix of print, web and mobile communications using the latest technologies.
What are your biggest concerns with Legacy Print Software? Performance? Currency? Compatibility? Adaptability? Security? Cost Management?
1. Reasons to invest in an ADF.
2. How to justify purchasing ADF software.
Email is often overlooked as an important channel in the CCM strategy to deliver documents to recipients. Merely using it for notifications underestimates its value. With the ubiquity and convenience of email, it should be a channel that is utilized for document delivery, providing a great customer experience with little effort from end users. This session will review case studies and evidence to provide a model use case for document delivery by email in the CCM suite.
1. Learn the definition of a comprehensive multi-channel CCM strategy.
2. Understand the value of email as part of this strategy and why it should not be overlooked or underestimated.
Are you the next company in the news? Do you know who is in control of your company's data? When you are talking to prospective and current clients, can you confidently reassure them that their data is safe and they have no exposures? This session will take the annual reports, certification and internal audits and align those to real world examples where you, as an executive, can question your teams to validate that what you see in summary form is correct and does in fact provide the correct level of control that will keep you out of the news or cause the loss of business.
1. Be able to answer the question, "Is your company's data and that of your clients as safe as your teams are telling you?"
2. Be able to meet with your security and data management teams and ask the correct questions to validate that all of your staff, policies and controls protect your data and align to the security health reports that you are provided.
Most data within transaction documents comes from highly secured enterprise Systems of Record. These systems are live ‘general ledgers’ that are hard to extract data from, nearly impossible to add new types of data to, and protected by the highest levels of electronic and physical security. As a result, developing extraction routines for a new document can be more than half the cost of the development project.
This session will explain the nuances of the different types of data that can be used in customer communications. It will also explain the differences between ‘mainframe’ data (that represents 90% of what we need to extract), and PC data (which most ‘cloud’ platforms use). It will also explain data structures such as flat files and XML, and which work most efficiently in our environment.
Achieve a better understanding of issues surrounding the use of corporate data.
Attend the formal opening of Xploration® 16 as we share what's new this year and provide a roadmap to maximize your experience. Concluding the session will be the presentation of awards to our 2016 industry winners! Sponsored by:
Grab a light lunch, relax for a minute and network. After lunch, visit our vendor partners and experience all they have to offer! Sponsored by:
Enjoy an iced beverage to keep you going in the afternoon. Sponsored by:
There is one source for the truth when creating Omni-Channel distribution, and that is the print stream. This session will review the components, content and methods to consider when embarking on an Omni-Channel Distribution model. Many organizations find themselves re-creating the wheel by trying to do it all with multiple iterations of the composition tool. In addition, the multiple channels employed must address the growing requirements for alternative accessibility requirements.
1. Many people consider Omni-Channel to be a component of electronic or digital communications (Social Media, eMail, Web), in conjunction with print, but in fact Omni Channel encompasses much more. Archiving and accessibility, as well as traditional channels, will be discussed as an integral part of your Omni-Channel plan.
2. Relying on the print stream as the primary source of your communication will provide you an easier and more accurate method to accomplish your goals.
When Westar Energy was thinking of redesigning their energy bill, they went to some experts for help. From start to finish, a successful collaboration between Westar Energy and NEPS resulted in a new electric bill. This case study will show how a redesign project using the LUNA™ philosophy and NEPS’ project process created a success story for Westar Energy. We will walk through the engagement, research, redesign, testing and implementation phases.
Learn about customer feedback, the cross-functional team and Westar Energy’s plans for moving forward.
1. Why the LUNA™ philosophy is successful.
2. The need for a cross functional team and a defined process.
In 2016, being on social media is no longer enough. To break through the noise, marketers and businesses must target and locate a relevant audience, and create engagement to maintain them. Whether you are a newbie or a veteran, this session will provide 5 ways for attendees to implement an actionable strategy to grow their social media empire, one quality member at a time.
Locating a relevant audience on social media to connect with, maintain and grow requires a viable strategy. This session will outline 5 ways to achieve those goals for social media success and longevity.
We know you hear the words SOC 1, SOC 2, PCI, and HIPAA: Attend this session and we will uncover the compliance mystery.
1. This session will identify the key compliance options relevant to the print/mail/marketing industry, why they are relevant, how they can help you grow your business, and how it makes you a more secure organization. These options will include at a minimum SOC 1, SOC 2, HIPAA, PCI, ISO 27001, GLBA, and FFIEC.
2. We will discuss the key elements of 3rd party auditing, which includes planning, execution, and conclusion. These key elements will be viewed from an auditor’s perspective, your client's prospective, as well as your organization's perspective. Also during this session we will discuss project timelines, costs and compliance main.
All customer communication documents are assembled from a series of predefined objects, such as fonts, photos, vector-graphics, barcodes, scanned images, and structured text blocks. When these are constructed correctly, documents can be rendered quickly, accurately, and repeatedly (today and in seven years). Poorly constructed objects can cause printers to crash, electronic documents to freeze, and archived copies to incorrectly render.
This session will explain the different types of objects, why they are different, why legacy objects are problematic, and why multi-channel testing is critical.
Attendee Takeaways: Understand the necessity for different object structures to support different needs.
As consumers we are well aware of the companies that provide such an amazing Customer Experience (CX) that customers pre-buy, buy sight-unseen, and will pay more for the product than that of a competitor. How can you create this kind of engagement and loyalty from your customers? How can implementing CX help you grow your business? By addressing the five key P's to Customer Experience with the guidance of a step-by-step guide, you can begin your CX journey and measure the results.
This session will provide a "how to" guide with step-by-step instructions to start the Customer Experience journey inside your organization. From the smallest personal details that will differentiate your business from that of your competition, to the metrics that validate the efforts, followed by the opportunity for continuous improvement, this session will break down the must do's, the nice-to-have's, and ultimately the Best In Class practices that will help you grow your business.
AFP Archive is the first AFP architecture to become an ISO standard! Find out about new function being incorporated into the AFP architecture. Take advantage of an opportunity to discuss these changes and your requirements for the future.
1. AFP is is the key document architecture in the transaction space, known for its high performance, unparalleled reliability, and continued forward-looking adoption of new function and features. The AFP Consortium, the standards body for AFP, reports each year 's progress at the Xplor Conference.
2. The speaker will review recent changes and discuss future directions for this vital printing standard.
We will begin with third party market research, showing the market trends with regards to customer transactional communications delivery. How to reduce costs of print and mail while improving your customer experience and customer relationship will also be discussed.
1. Mail is moving to electronic distribution. The market is changing and businesses are not well prepared for the change. We will try and help
educate why the market is changing and how businesses should align their document distribution efforts to ensure customer satisfaction
2. Customer experience and customer satisfaction is key in all businesses. Part of keeping customers satisfied is how we communicate with them. Let's discuss the best ways to communicate with our customers to enhance their customer experience.
With today's continuing industry convergence, mergers and acquisitions (M&A) seem to be tools used by only the largest companies. This session will demystify the entire process, and show attendees that M&A is simply another growth alternative for all companies. In addition, it will demonstrate how valuations are created, and provide a framework for pursuing a buy or sell transaction.
1. Learn what a typical M&A process entails.
2. Understand company valuation factors.
3. Review and understand an M&A decision checklist.
The Composition step in the production workflow is often called the ‘heart of the process.’ This is where data is interpreted and structured; documents are personalized based on very complex client preference, geographic, and distribution ‘business rules;’ and converted into final format for print or electronic presentation to web or mobile devices.
This session examines the discrete steps that take place within most composition programs: data assembly, business rules, formatting, sorting, emitting, and reconciliation reporting.
Attendee Takeaways: Understand the process that turns data and predefined objects into finished pages within legally acceptable documents.
How you communicate with your customers defines their entire experience. To provide them with the best possible experience, it’s important that you have the ability to manage all communications with them across every platform used for one single view of the customer so that conversations can continue seamlessly from any channel. This session will discuss what critical communications management is; the challenges associated with it (and strategies for addressing those challenges) and why and how you should move from a multi-channel to an omni-channel approach to give your customers the best experience.
1. Learn effective strategies for addressing the challenges of designing an omni-channel communication strategy for critical communications management.
2. Learn the benefits of seamlessly integrating all communications channels to provide customers with a unified communications experience.
Stop trying to decide what the best format is for your documents. Should it be PDF? AFP? HTML? No! It can actually be all three and more! Start storing just the customer data in XML and transform it to anything you want. Who knows what tomorrow's devices will look like, but with XML you don't need to worry about it.
Want to reduce your document storage requirements?
Want to give your customers the best viewing experience no matter what device they happen to be on?
Want to guarantee your documents can be viewed on future devices?
In this session we will show you what it means to separate your customer data from any presentation logic. This simple step can provide significant storage gains, endless viewing choices for your customers today, and best of all, future proof your documents.
In the last few years video has become the key resource for entertainment and education. YouTube is the number two search engine in the world and a third of all online activity is spent watching video. Not only that, videos can improve the understanding of a product or service by up to 74 percent. But not all customers want to see the same video in the same way. The future of customer engagement is interactive and personalized video. Join us for a lively discussion where we’ll discuss how interactive personalized video can help you reduce costs while improving customer satisfaction and increasing customer engagement.
1. New strategies and technologies are shaping the future of customer engagement.
2. Real multi-channel experience can increase sales and ROI.
The acquisition of Chubb by ACE has had me in a tizzy providing the new kids on the block (who, by the way, own the block) with the information they demand. During this session, learn from my experiences of both acquiring a smaller company and being acquired be a larger company. Discussion will include material regarding Chubb's acquisition of what was Executive Risk, as well as some experiences so far of "Integration Talks" with ACE.
Learn what happens to your software inventory (specifically print/document manipulation software, but not limited to it) when:
1. You get acquired.
2. You merge with or acquire another company.
We need to produce transaction documents using many different types of print / presentation streams: AFP, PostScript, PDF, Metacode, line-print, HP/PCL, etc. Because we have been producing transaction documents for over 50 years, we have programmed them in the most suitable print stream at that time. We also deal with print streams that work properly with small documents on desktop printers but are ill-suited to production printing (and impossible to electronically view on the web or mobile devices).
We seldom have the luxury of quickly updating legacy composition programs to emit a state-of-the-art presentation stream, add a barcode, sort the documents in a different order, or emit a subset of documents in a web or mobile-friendly format. As a result we must use manipulation tools to ‘clean up’ already formatted print streams.
This session will explain the different print streams that we deal with and the history behind them. It will also explain the function provided available tools to massage or transform print and presentation streams.
Attendee Takeaways: Understand the different presentation stream formats, the weaknesses and strengths of each, and how print stream utilities can be deployed for tactical fixes.
It’s been a long first day jam-packed with educational sessions and now it is time to relax a little. This is the perfect time to grab a beverage, a bite to eat, visit with each vendor and network with the other attendees. Sponsored by:
If you haven't done so already, please pick up your registration package upon your arrival. Your conference badge must be worn for all conference events. If you registered for networking events, your tickets are included in your badge holder. If you have any questions or concerns during the conference, please stop by and see us. Sponsored by:
Day two! Time to grab a cup of coffee or tea as your day begins. If two cups are necessary, then go for it. There is a lot to do today. Sponsored by:
Businesses view "improving customer experience" as their top transactional communications delivery priority for this year. For some, this goes hand-in-hand with driving increased paperless adoption rates. For others, it means optimizing each channel through which they communicate with their customers. Feeding off of its ongoing tracking of the transactional communications market, InfoTrends will share insights into the state of the market and expectations for the future. Attend this session to learn
about the latest transactional communications delivery market trends!
1. Customers are accessing communications through more channels today than ever before, and expect their providers to enable and optimize each one.
2. Review your transactional communications delivery strategy and adjust to support customer needs.
Achieving automated quality assurance testing is a challenge for many organizations. It’s not as simple as purchasing a print stream compare utility. You then need to create scripts, build test environments and test suites, and then of course run the tests and assess the results. And that’s just the start, since you need to address any discrepancies, figure out a fix, and test again.
1. Understanding the numerous challenges of automated document quality assurance testing.
2. Best practices guidelines from a company that’s been doing it for over twenty years.
Hear the success story of a Brazilian financial services client that evolved their print mail application with multi-channel and consumer choice options to drive customer engagement and cross sell opportunities. Collaboration between sales, marketing, technical and production teams enabled this client to deploy outside the box and have an impact on customer engagement. Hear effective strategies for internal and external strategic alignment to launch new applications.
1. Learn how to deploy multi-channel strategies for print, mobile and SMS.
2. Learn how to measure customer engagement activities by providing choice and a tracking platform.
Learn how to better serve this important segment of your customer base to drive loyalty and revenue. This unique customer segment does not like delays or counterproductive processes so it is important to communicate with them, and answer their questions according to their preferred method of communication. The need for being able to deliver services and responses instantly (text, portal) and share more sophisticated, user-friendly documents across channels are some of most important ways to improve customer communication with this group.
1. Understand characteristics of millennials and how to best conduct business with them.
2. Learn the importance of the customer experience, its impact on customer loyalty and how to ensure you are reaching millennials in the channels they prefer.
Without workflow, you cannot accurately and securely produce transaction documents. It is critical that each document be tracked through the process, and that errors be immediately identified and remedied.
This session will explain how print files, and printing systems are managed. It will cover the fundamentals of print job profiling, production management, error recovering, and unit tracking.
Attendee Takeaways: Learn what needs to be part of a compliant production workflow, how to evaluate its components and what to look for as you develop and update your systems.
Are you a recent graduate trying to get noticed? Are you an industry veteran seeking new opportunities? Are you considering a career shift? Regardless of your motivation, today’s generation of job seekers needs more than a resumé and a job board.
This session goes beyond the resumé with tips to successfully navigate today’s career landscape including:
• Crafting your personal “elevator pitch.”
• How much social is too much?
• Growing your network.
1. Learn how to market yourself, whether you're a recent graduate or an industry veteran.
2. Understand the role social media plays in your career path.
As we move transaction documents from ‘print and physically deliver’ to ‘electronic presentation,’ we need to preserve all of the evidentiary aspects of the earlier environment. Does the delivered document’s electronic structure have proof of authorship and time-of-issue? Is the document tamperproof? Can the issuer prove receipt? Can the recipient use the document without any encumbrances from the issuer? Most national and state governments and courts require these to be in place under their civil codes or rules of evidence.
In addition, copies of record must be kept of any client correspondence, whether physically or electronically delivered.
This session will explain the different type of electronic formats and delivery protocols. It will also look at the emerging evidentiary rules and how well different electronic formats comply.
Attendee Takeaways: Understand the different formats and how they stack up to the new rules for legally acceptable electronic documents.
New technology innovations are disrupting the traditional customer communications space forcing organizations to put the customer in the center of their customer communications strategy. This shift has major implications for CCM. InfoTrends continues to track these and other dynamics through its Annual State of the Customer Engagement Technologies annual research. Attend this session to learn from InfoTrends about key trends and developments in the CCM space.
1. The CCM space is evolving towards Customer Engagement as customer centricity and new technologies pressure organizations.
2. As a consequence, CCM needs to redefine itself an adapt to new levels of customer communications.
One gear does not make an engine. Many systems identified as a management system perform a single task very well. For a management system to continue to provide relevance to an organization, it must continuously be maintained and support an end-to-end view or the investment will lose value and create only risk. During this session we will review critical aspects of a management system ADF workflow, the value proposition, and the risk mitigation resolved per workflow step for an enterprise and in-house operation. We will also review software roadmap updates to consider as part of an organization’s adoption of an omni-channel implementation.
No two Management Systems or ADFs are alike. Nor should they be, as customer communication businesses are all unique. But a true management system will focus across multiple steps in a workflow process and not rely on a single step or two to represent management and control of communications.
1. Let’s review common workflows and critical steps for a management system from the perspective of:
a. An enterprises with multiple extended operation suppliers.
b. An in-house operation with multiple distribution channels.
2. Identify new requirements and stories to be developed in support of your Omni-Channel Transformation project.
This session will provide visionary insight into how 3D print could integrate into transaction printing, offering new possibilities of integrating the 3D world with 2D print.
1. We'll discuss continuous high speed 3D printing.
2. Learn where technology is today and what we might see over the next 10 years.
High speed printers produce virtually all transaction documents. We are transitioning from black onto pre-printed stock laser printing to full color ink jet onto blank stock printing. As both technologies will be around for some time, it is important to understand how they work, how to optimize their performance, and produce the most appealing documents.
This session will explain the ‘rendering’ and ‘marking’ processes for both xerographic and ink jet systems. It will also explain the different types of ink jet printing technologies. Time will be spent on the differences between ink jet and xerographic paper, as this is a critical part of a high-quality document.
Attendee Takeaways: Understand the differences between laser and ink jet printing, and the important role that correct paper plays in the process.
Over a third of employers are more likely to interview job candidates they can find online. Almost a quarter have hired employees after encountering positive applicant content. Professional personas matter, but they can’t be manufactured instantly when beginning a job search.
At the next job change you’ll need a professional identity that distinguishes you from other candidates. Your resume and work experience may not be enough. Find out what to do from someone who has built an online reputation from scratch. The presentation includes lists of tools, techniques, advice, and resources anyone can use to take charge of their profession.
1. What to do now, before looking for another job, to make you a better candidate when the time comes.
2. Free and low cost tools, tips, and resources you can use to create, manage, and monitor your personal online reputation.
Based on the book from Jeffrey Hayzlett comes Think Big, Act Bigger: The Rewards of Being Relentless. The book, and the program, are a take-no-prisoners, no BS, attitude adjustment for those who call themselves entrepreneurs. Following the success of his prime-time show C-Suite with Jeffrey Hayzlett, companies and audiences always want to know the secret behind the success of entrepreneurs and executives who can move mountains.
Jeffrey has owned franchises, run small businesses (and sold over 200 of them), and has been the CMO of a Fortune 500 company. He’s learned that in every business, and in every industry, limitations exist everywhere – mostly in our minds and in the stories we tell ourselves. Getting past these limitations is hard work.
Whether it is fear or doubt or something else, the most dangerous move in business is the failure to make a move. The history of business is filled with companies that no longer exist because their leaders refused to enact change when the writing was on the wall. Kodak thought it was still in the film business and ignored its own work on the digital camera. Blackberry thought its proprietary communication method could stem the need to innovate. Oldsmobile just got old with its customers and when they started to die, so did it. That’s the difference between “Thinking Big” and “Acting Bigger” and what Think Big, Act Bigger means: knowing how to tie visions to actions and getting beyond limitations, preconceived notions, structures, and differences and delivering for the future. That’s leadership. That’s what is going on in the most successful C-Suites across this country.
In the end, Think Big, Act Bigger: The Rewards of Being Relentless prompts audiences to ask: What is our goal? What would it take to make it bigger faster? What is our purpose? How do we build that thoughtfully and as quickly as possible in a way that we believe in? Jeffrey’s new book and keynote focuses on the attitude we need to overcome the obstacles that face our businesses every day. No one is coming to save us; none of us will win the lottery. Everyone can think big; the art is in acting bigger. Sponsored by:
Grab a light lunch and spend some time with conference attendees. Expand your horizons and sit with someone you don’t know. After lunch, visit our vendor partners as they have the solutions to your company's day-to-day challenges. Sponsored by:
It's heating up outside and your knowledge continues to grow. Keep cool with an icy cold beverage! Sponsored by:
For years we have heard that it is “all about the data,” and it is! The creation and delivery of relevant content to customers and prospects has become more critical as companies vie for mindshare of customers and prospects. Is it about controlling the data or departmental visibility or both? Which is more important? How do operations, sales, marketing, finance and the C-Suite view and use data within their company? What role do dashboards play in providing business intelligence and visibility across silos? Are results being effectively utilized to create more effective and profitable communications? Don’t miss what will be an interesting discussion on data in today’s corporations.
Enterprises' top marketing priorities have shifted from lead generation to better customer engagement. Kaspar Roos, Founder & CEO of Aspire CCS, will outline in this session his thoughts on what customer centricity means, and how leading enterprises are using customer communications technology to get higher engagement and build more profitable customer relationships.
Marketers are looking at bringing digital marketing concepts into functional communication areas such as billing, on-boarding and customer service. Learn about new opportunities this provides for service bureaus, technology vendors, and business end-users.
This session presents the "facts" associated with Direct Mail as the most effective element in a marketing campaign. Direct mail done right is still the most cost effective marketing tool and delivers the highest ROI available today. Used in conjunction with other "channels" it maintains its superior performance and elevates the performance of the other channels in the campaign. Direct Mail is a great communication tool. No monthly plans. No signal outages. No roaming charges. Tactile and "friendly". There is no better tool available today! Come hear why.
1. Understand the relevance and value of direct mail as an effective marketing tool.
2. Understand how direct mail is the vitally important "hub" of an effective marketing campaign that makes all other channels more effective and improves ROI dramatically.
The RFP process has become a challenging process for both the business units as well as the vendors. The preparation of the submission has gotten out of control and the benefit to the actual business owner has been diminished. The process has taken the qualitative values of providing customized solutions to a scoring mechanism that has depleted the value of the purpose of the RFP and is solely focused on cost drivers.
1. Has procurement gone too far and solely focused on cost savings at the expense of the business?
2. Learn what to look for in vendor selection related to customer communications.
The most error-prone part of transaction document production is the insertion of the individual documents into envelopes or other packaging. Virtually all production errors (lost documents) take place either on the automated insertion system, or in manual (special handling) insertion processes. It is also where most privacy breeches take place.
This session will explain each of the function of each of the 8 – 10 devices integration into a high speed inserting ‘system.’ It also highlights the mechanical weaknesses of each. It will show why device-to-device piece tracking can immediately identify ‘mangled’ documents, and get replacement copies reproduced.
Attendee Takeaways: Understand the complexity of the inserting process, and how to use tracking technology to avoid losing documents or causing privacy incidents.
People who are wired to learn for life will not only connect more with the world around them but also be a desired addition to many organizations. Peter Muir describes himself as a “Student for Life” and in this career development session he will share with you the 8 Traits that have powered a lifelong journey of education, opportunity and experience.
This session will include a system to help you plan and fuel your own personal learning path going forward.
Changes are happening with the in-plant transactional print and mail market due to a number of competitive constraints: advancing technology, excess capacity, and significant pressure to reduce costs. Innovative companies have engaged various strategies to address these issues with varying degrees of success. Is finding the right decision for your organization difficult? Come learn what has and hasn’t worked for our clients and the reasons why as we cover trends in in-plant technology, the six converging factors that create “the perfect storm” which drive in-plants to radically improve, or prepare to outsource their print.
1. Factors to consider in making the decision to outsource print, or keep in house.
2. Which factors (beyond cost) that drive decision making and how to avoid mistakes in addressing technology selection, in-sourcing of third party work.
3. How to best prepare your organization for the future of transactional print and maximize your value and contribution to your organization.
4. A success strategy to prepare for and defend against the outsourcing conversation.
Service bureaus, marketing service providers and in-plant operations have put controls in place to run their businesses, but now most want to take it to the next level because of increasing regulations and audits. This presentation will discuss the question, "What do you do now?"
1. Learn about the CCM monitoring challenges that document factories are experiencing...even if one has already been built.
2. Understand the concept of fast data and its importance.
3. Learn how you can calculate returns on your monitoring system investments.
Even in difficult times, agile marketers and catalogers pull out impressive response rates and sales conversions thanks to relevancy. Learn how leading organizations such as bon prix, a leading international retailer realized amazing results through a personalized and relevant cover wrap on their catalog. Utilizing past purchase behavior they were able to achieve a 500% improvement in response rate over the traditional catalog.
1. Learn three tips for capitalizing on the use of relevancy in catalog marketing.
2. Hear real world case studies on impact to bottom line, leverage best practices.
Is my data safe? Am I really liable for a data breach? If you’ve asked yourself these questions, this workshop is for you. Data security is quickly becoming one of the most important elements of a successful mailing operation. This industry partner offers mailing services in one of the larger financial centers in the world. This workshop will offer real stories from the front lines.
1. Data Security is no longer an optional item.
2. It takes more than IT to execute.
3. The important thing is to start.
If there was a prime directive in transaction document production, it would be “prove that we met the Mail Box Rule.” Every transaction document that we deliver to the post office has special status. Courts presume that if it was mailed, it was delivered. The onus of proof falls on the recipient to prove otherwise.
But the onus is on us to prepare this mail in a way that is acceptable for swift delivery. That means understanding local postal regulation and practices. In addition, many post offices provide incentives for mail that minimizes internal costs, such as mechanical sorting and cross-country shipping.
This session will review the necessary steps in the workflow to prove Mail Box Rule compliance, and to take advantage of local postal incentives.
Attendee Takeaways: Obtain a better understanding of how the post office works, how to best work with them, and how to take advantage of emerging postal standards.
The future of business is digital and the adoption of mobile technology is driving customer communication. The challenge for organizations is the ability to create and deliver a consistent, compliant experience across content, communication channels and devices.
1. Gain insight on end-to-end digital processes that meet customer expectations for convenience and mobility.
2. Understand how businesses can keep communications compliant and consistent across any channel.
3. Learn how to mobilize business processes without increasing design costs or creating compliance nightmares.
Do you feel like you're now on overload with two day's worth of great information? It's time to shut it down and relax! Start your casual, fun evening with your colleagues and new-found friends at the Xploration 16 Happy Hour and enjoy the Vendor Forum one last time. Connect with others and plan your time at Universal's CityWalk. Sponsored by:
Universal's CityWalk offers a variety of dining and shopping options to enjoy on your own or with friends. Transportation begins departing at 6:30 p.m. sharp and the last bus departs CityWalk at 11:00 p.m. to bring you back to the Caribe Royale Orlando. Sponsored by:
Savor a cup of coffee or tea while you enjoy our keynote general sessions. Sponsored by:
In 2016, 83% of executives are focused on making their company a leader in customer experience. Why? Because CX - how customers perceive their interactions with a company - is one of the few sustainable sources of competitive advantage left. But it's extremely hard to get CX right all of the time because the business environment has gotten so complex. Thousands of employees have to coordinate across dozens of touch points to meet the needs of millions of customers, all of whom have slightly different expectations. Forrester has a name for all of that complexity - the customer experience ecosystem. We've been studying what a healthy CX ecosystem looks like and how leading firms like Delta Airlines have re-engineered their CX ecosystem to leapfrog their competition.
In this session you'll hear Senior Analyst Rick Parrish answer questions from our research like:
"The word 'listen' contains the same letters as the word 'silent,'" said musician Alfred Brendel. In modern communications there is a great deal of focus on a customized message created for a potential listener as well as the multitude of channels used in delivering the message. Yet, a critical component in the communication process being practiced less and less is listening. Peter Muir is a student for life who is working on his ability to listen and has gathered some critical communication components that are being lost in modern communications and will share them in this closing keynote. You'll reflect on the way you communicate today and could communicate even more effectively tomorrow. You'll also spend some time developing your own learning path after the conference that could include listening skills and much more.
Hold your seats for a few more minutes as Conference Chair, Roger Chamberlain, provides closing comments for Xploration® 16 and provides a brief overview of the 2017 event.