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.
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: OpenText, Canon Solutions America, and Appvion, Inc.
Rise and shine! Enjoy a cup of coffee or tea as the journey begins. Sponsored by: GMC Software
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: OpenText, Canon Solutions America, and Appvion, Inc.
Attend the formal opening of Xploration® 17 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 2017 industry winners! Sponsored by: Xplor International
During the Vendor Forum, stop by, introduce yourself and let the exhibitors know what you do and the challenges you face. The experience they willingly share will amaze you! Of course, if you are intrigued and want to learn more about their products and services, the exhibitors will be happy to oblige.
Join us for the fast-paced 10-minute introductions to our exhibiting companies and their products or services. Just when you want to know more, time's up! You can stay in the same room for the next scheduled vendor or move onto another room to see a different vendor. You'll need to move quickly -- it's all part of the fun!
What Will You Do with ALL That Gold? The customer communication process yields great amounts of data that can be put to good use if you have the right tools and experience. In fact, experts have called this data "Golden data" because it is data that directly pertains to customers and their preferences and needs. Utilizing this data is the single best tool you have for creating a great customer experience.
1. The creation of a Customer Communication hub is a way to capture and extract the best data available.
2. The value of metadata should not be over-looked and cannot be used if destroyed in the process.
Ever since the internet and e-mail became available to consumers, customer demand dictates that enterprises provide digital access to business communications. The rise of the smartphone and mobile internet has been accelerating this trend ever since. Hear about our latest insights into today's adoption and future use of the mobile channel for customer communications and learn which strategic role customer communications management can play in this.
1. Enterprise's support for the mobile channel today typically is limited to responsive
HTML supporting the variety of display sizes among mobile devices. But the mobile
channel has more potential than that.
2. Mobile communications are at the early stage of evolving into a default channel for
customer communications. Trends that are driving this evolution include innovations in
consumer technology, demographic changes among a technical savvy population, and
the resulting need for businesses to reinvent their customer communications strategy.
Through the rise of ubiquitous web-based interfaces and content storage back-ends, the creation of CCM applications is now opening to non-technical business users. Business users can use web portals to make design and layout decisions, apply changes and manage complete workflows without leaning on IT. Not only is this opening up a previously untapped workforce but it is speeding delivery of increasingly customized solutions to end users. We will review the state of the art of managed document workflows using custom web interfaces from a number of industries and give examples of early successes and remaining challenges.We will review the technical ecosystem of tools typically employed, and times/ROI to replace opaque manual processes with transparent automated workflows. Lastly, we will review pain points and business costs and benefits for some early adopter companies who chose to in-source and gain control of their own digital strategies by developing a culture of self-service. We will conclude by projecting forward to a new landscape where the non-technical business user workforce engages in tightly coupled collaboration with their end customers.
1. Learn how to improve your employee experience, directly resulting in a winning customer experience.2. Understand the issues involved in creating interfaces allowing non-specialists to manage data, business logic, document design, production and delivery both to print and web/mobile delivery.3. Gain insight into how organizations can successfully make the transition to self-service their customer facing applications.
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.
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: Elixir Technologies
If you are a current EDA, EDP or M-EDP, please join the EDP Commission and fellow peers to celebrate the individuals recently awarded a designation or certification.
Grab your lunch from the Vendor Forum and head over to Curacao 7.
Enjoy a beverage to keep you going in the afternoon. Sponsored by: GMC Software
Join us to learn how Health First Health Plans made huge changes to its document processing without changing upstream applications. We will discuss how a "Big Bang" project was broken into 3 phases for a smooth implementation.
1. Workflow changes in document processing does not require changes to core applications.
2. A phased approach to a big bang solution will be discussed. Build the right infrastructure and the rest will follow.
Want to expand sales to new verticals? Hear a compelling success story from Wilen Group who has leveraged their expanded compliance capabilities to strategically win new accounts. With a business development and a marketing strategy, compliance certification opens doors for new customer engagement. Learn how to win with and effective marketing strategy and strategic partner.
1. Learn how marketing strategies around compliance can increase customer engagement and drive new business opportunities with a success story from a leading Direct Marketing provider.2. Compliance is not just a cost of doing business, but can be used to win strategic new business as part of an effective marketing strategy. Learn how one company is marketing their compliance status and winning.
Think beyond the print and into social networks with personalization and augmented print. Design transpromotional pieces that have the potential to light a fire in social media, and in hearts.
1. Attendees will discover strategies to incorporate local and international; charities, humanitarian projects, education projects and a sense of adventure into transpromotional marketing, to engage the customer's altruistic nature while rewarding their curiosity.
2. Learn some of the science and technology behind tapping into altruism in Millennials. Their need to share in a meaningful way, and how this can be leveraged into cross-media, cross-generational marketing programs, and why outstanding personalized design is key!
Client/customer communications are the gateway to reinforce your company’s value proposition and brand. While most companies do not spend enough time thinking about these communications, those that do have had excellent results. Client communications have many stakeholders: IT, Marketing, Sales, Operations and Legal, to mention a few. Join us to hear some of the ways to take these stakeholders on a successful journey to enhance your CX.
1. Learn about best practices in selling the redesign to the entire organization and how to communicate what’s in it for them.2. Understand how to measure success and ROI on the redesign project.3. Hear a case study.4. Walk away with actual results to support your case!
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.
Attendee Takeaways: Achieve a better understanding of issues surrounding the use of corporate data.
Change involves at least three "ologies." One "ology" we get is technology. However, we often fail to understand the importance of the other two "ologies." This session will identify these and provide insight on why we fail when we do not consider their importance.
1. A clear understanding of the three "ologies" of change and why they cannot be ignored when implementing your next project.
2. Technology alone typically will not solve complex problems. Other factors must be considered.
The winner of Xplor’s First Communications Design Competition will take center stage. The competition between Xplor University Chapters CalPoly and Ryerson will culminate with the winning University presenting their design at Xploration 17.
Both university teams were given a “bland” looking credit card statement and were asked to bring it alive by re-designing and adding functionality to the statement accessible via print, web and mobile. You will not want to miss seeing the creativity of our next generation of industry professionals.
With the ubiquity and convenience of email, it’s become the go-to channel for all types of communications, however, it has been under utliized for document delivery. This is an area that using email can provide a great customer experience with little effort from end users. But how can you do this? This lightning session will give you 10 tips to implement email that meets your goals, as part of your CCM strategy.
1. 10 tips for implementing email as part of a customer communications strategy.
2. How to get email done right.
This session covers the increasing importance of mobility in the customer journey. Topics covered in this session include consumer mobile behavior, market spend trends, and challenges faced by organizations when it comes to creating an optimized mobile experience. Coming from a position of opportunity, today’s challenge is about customer experience and how Xplor attendees can engage in a meaningful dialogue with customers and prospects.
1. Attendees will leave the session with a better understanding of consumer mobile behaviors and how these behaviors are affecting marketing spend in the organization.
2. Attendees will leave the session better able to understand the context of mobile in the customer journey; learning how best to serve their customers when it comes to mobile engagement.
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.
Real-time, in-line print inspection of repeatable print has been the foundation for maintaining the print quality for commercial printers for over two decades. However, full color VDP output where every page is different from the next, real-time, 100% verification of the printed output against the original PDF has eluded many printers. This presentation investigates the huge technological barriers we have faced in managing and processing the massive amounts of data necessary to make this a requirement a reality and then explores whether recent technological advances holds the key for an affordable solution.
1. This presentation aims to educate the audience on the reasons why real-time, 100% PDF to Print verification for VDP is a growing requirement and how the technical challenges involved has prevented an affordable solution coming forward.
2. The audience will also learn how the "perfect storm" of recent advances in imaging technology, processing speed and network capability are finally coming together to create a set of affordable inspection solutions to address this requirement.
When creating documents for multi-channel delivery, especially via PDF, designers should keep in mind not just rules of design, but also rules of accessibility. This session covers some of the pitfalls in statement design discovered during projects with 2 different banks to make their credit card statements usable by screen readers for the visually impaired. Appropriately structured document composition is essential to successfully producing accessible PDF documents.
1. Outline of WCAG standards for accessibility.
2. Design tips for document accessibility.
Why leave money on your production room floor when there are solutions to rightsize your workflow and eliminate production bottlenecks? Sure, you have a workflow... but is it doing the job you think it is? This session shares some of the common points of failure and how other companies are solving them. We'll also share some of the most recent production workflow forecast data.
1. Your workflow is losing your organization money. Let's look at the touchpoints where the most money falls to the floor.
2. Your workflow might need to come into the light. Maybe the cloud route is right, but perhaps on premises is better. Let's look at what the market is doing and what's on offer.
During this session, we will discuss the market direction for omni-channel communications, differences between multi-channel and omni-channel and we will explore best practices, must-haves and practical migration strategies for establishing an omni-channel communication service.
1. A better understanding of the difference between multi-channel and omni-channel, where each is being used and why.
2. A short list of must-haves to enable omni-channel communication services and insight on how to plan a tactical strategy to get there.
The world of analytics is marked by a complicated, fast-moving and multi-faceted landscape that can be confusing to even the best and brightest among us. In this session we will look at a variety of IDC research and findings by key analysts across the analytics domain to see where the market is going, what technologies are emerging, and examine the potential impact of analytics on the world of customer communications.
1. The worldwide market for content analytics will grow from $1.3 billion in 2016 to $2.7 billion in 2020 at a CAGR of 18.4%. Analysis, extraction and utilization of content (text, video, audio, speech) are fueling opportunities within this market and others to understand meaning and content. This growth will have an impact on content management and record management systems, discovery and customer service.
2. The core CCM markets of Banking, Financial Services, and Insurance lead the adoption of cognitive and content analytics applications, with more than half of all firms either already deployed or planning/evaluating options. Aggregating the content that drives CCM with content from both CRM analytics and services operations analytics applications will be key to future success.
Compliance is on the rise, what is best for my business to grow and what will my client ask for next? Is HITRUST the new HIPAA? During this session you will understand the difference between all of the compliance audits / assessments being demanded in your industry. Learn how HITRUST integrates with your existing audits (SOC 1, SOC 2, PCI and others). Learn how to best prepare if this certification is being required by your next / existing client. Learn the steps from self-assessment to certification and beyond.
1. Understanding of HITRUST Certification process and how it may affect your organization.
2. Steps your organization can take to prepare for HITRUST as well as SOC 1 (SSAE 16), SOC 2, PCI, and HIPAA.
Come and learn the strategy behind creating and sending interactive documents. In this ever-demanding world where being digital first is becoming more and more important, learn why you should consider enhancing the customer experience through interactive documents. Learn how they can be interactive, how your customers will be delighted by them, and finally how three major companies have transformed their communications by implementing them.
1. Learn how to transform one dimensional print formats into fully interactive, two-way dialogues with your customers.
2. Understand why interactive documents should be a core part of your digital strategy and how they enhance the customer experience.
3. Learn how three major companies have adopted the use of interactive documents and the impact it has made on their businesses.
Today’s consumers have more choices in the brands, products and services they choose. They also have more choices in how, when, and where they want to communicate with brands. They can make purchases at home, in-store, and on the go. And they expect the experience to be seamless regardless of which channel they use. Omni-channel marketing is about delivering a personalized and relevant experience no matter the channel. That takes data. And it’s what makes digital print such an important part of the omni-channel mix. For marketers, the challenge lies in using each channel – including print – in the most effective way possible.
1. Learn tips to help you determine how and when to effectively use digital print in omni-channel marketing programs. Understand the effectiveness of targeted direct mail for acquisition and re-engagement, transpromo as a cross-sell tool, and catalogs as an omni-channel driver.
2. Get a first-hand look at an actual program that used data combined with consistent branding and messaging to deliver a personalized experience across all channels.
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 distinct 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.
In this session we will discuss data security strategies, including encrypting data at rest and in transit, key management, user and service authentication, secure data sharing, protecting against injection attacks and auditing changes. We will look at the tools, processes and practices you can use regardless of where you are storing your data, and then touch on some product specific tools provided by leading database vendors. Finally, the session will look at where database security fits into a comprehensive cyber-security strategy, reviewing how advanced persistent threats (APTs) proceed, and steps you can take to thwart them.
1. Understand the challenges you need to overcome to secure data in transit and data at rest.
2. Learn about the tooling available in various types of databases that support security tactics like secure account management and encryption.
Find out about new functions being incorporated into the AFP architecture. Take advantage of an opportunity to discuss these changes and your requirements for the future. If your workflow depends on AFP or you are evaluating presentation standards, then this session is a must-see.
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, including reports on data encryption, tagging and metadata, as well as updates to current AFP standards.
As companies explore the decision to purchase inkjet for their operations, many are found mystified and confused by the many variables that go into making the right decision. Comparing equipment, paper, inks, vendor services, applications, quality comparisons and total cost of operation (TCO) are sometimes like comparing apples to cheese. Dan Adler will discuss how to explore the acquisition of inkjet equipment, what questions you need to be asking vendors, how to create the right RFP for your operation, and help you determine the proper path as you determine which solutions are right for you.
1. As you move down the path to acquiring inkjet, a well defined plan for working with vendors will bring benefits to your organization. This session will prepare you to define more than 100 points of what is important to you in creating your RFP for inkjet equipment.
2. You will also learn about areas that are important to consider in addition to the inkjet equipment, including new operational considerations, implementation cycles, decision factors, vendor assistance, environmental conditions and the factors in TCO.
Many organizations focus on personalizing outbound communications to enhance the customer experience, but what about inbound communications? This often overlooked but nonetheless critical component should warrant the same consideration as your outbound communications. This session will explore challenges enterprises experience managing inbound communications and effective ways to address those challenges to ensure a complete the document lifecycle and improved workflow processes.
1. The critical pain points of inbound communications, how to address them and an understanding why inbound communications complete the document lifecycle.
2. The reasons why customer service interactions are dependent on data from inbound communications and methods for implementing the right technology and organizational structure to reduce disjointed processes associated with inbound mail.
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: NEPS Inc.
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: GMC Software
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: OpenText, Canon Solutions America, and Appvion, Inc.
"Data Security Jeopardy" will offer a different and amusing twist on the important subject of data security! In this game we will cover four main topics: Audits and Regulations, In the News, Controls and Risks. The contestants were chosen from data security experts and Xplor community members during a NEPS social media campaign in November. They will provide interactive answers to data security questions to provide the attendees a fun and educational session. Please join us for this interactive and amusing session on what can sometimes be a dry subject...and yes, we will be using Jeopardy rules!
Join us as we discuss our experiences in implementing accessible documents. As there are so many regulations, personal and confidential documents need to be made accessible so organizations meet their compliance and anti-discriminatory responsibilities. Transaction based accessible documents for the blind, partially sighted and those with cognitive disabilities are a must but what are the best ways to implement? What documents are key? Can I get away with only certain accommodations? Do I need to consider my archive and static documents? What do I need to consider across my enterprise?
1. Why do I need to make documents accessible and what are the things to consider in my organization?
2. What are the best practices and strategies in implementing accessible documents?
During this session, the speakers will elaborate on why firms today are interested in outsourcing both key applications as well as their internal print/mail operations to third party service organizations. The session will include why organizations are now interested in transitioning from what was once thought to be a core function to outsourcing these operations making cost effective economic decisions that result in enhancing the customer experience.
1. Review the basic decisions related to outsourcing versus internal operations and current industry trends.
2. Understand what the future may look like along with the alternate distribution channels and the related benefits.
The CCM and Customer Experience industries are rapidly converging. In this session, Kaspar Roos, founder of CCM-specific management consultancy company Aspire, will shine his light on how businesses can improve customer experience by using a structured methodology for transforming their customer communications.
1. Understand how Customer Communications Management (CCM) can be used to improve Customer Experience (CX).
2. Learn about the methodology customer communications transformation experts at Aspire use when helping clients transform their customer communications.
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.
Digital transformation is the use of technology to radically improve performance. According to MIT, Sloan and Capgemini, “Early adopters are achieving 9%+ revenue creation, 26%+ impact to profitability, and 12% market evaluation.”
But can digital transformation impact real metrics such as revenue, profit, cost, customer engagement, retention or repeat buying—and impact business in a positive manner?
Companies are spending millions of dollars to update their infrastructures, applications, platforms, and delivery channels in efforts to remove costs, risk and comply with regulations in order to empower and serve underserved constituencies and provide a superior customer experience.
Our panel of industry experts will dive into the subject of digital transformation and how it can revolutionize your business.
You Can Never Have Enough Talent . . . But it is the Most Overrated Thing in Life
Gary Vitti has spent the last 32 years as the Head Athletic Trainer for the storied Los Angeles Lakers basketball team. During his tenure the Lakers went to the finals 12 times and won 8 World Championships. He worked side by side with the late great owner, Dr Jerry Buss, famed General Manager Jerry West and two of the most winning coaches in sports: Pat Riley and Phil Jackson. He also worked with such talents as Magic Johnson, Kareem Abdul-Jabbar, Kobe Bryant and Shaquille O’Neal, to name a few. Gary will tell you that winning starts from the top on down. Although he says you can never have enough talent, he believes that talent is the most over rated thing in life. His stories are funny, sad and inspirational from which you will find a profound motivation to find your path and be the best!Sponsored by: Ricoh USA
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: Crawford Technologies
There's so much to learn and your knowledge continues to grow. Keep yourself going with a beverage during the breaks! Sponsored by: GMC Software
Automated testing of transactional documents is complex, with many interdependencies, and demanding resource requirements. The risks associated with ineffective QA can be serious. This session will look at the numerous requirements and potential pitfalls of employing an efficient and automated quality assurance process, and will discuss why the time is right to consider cloud-based QA. We will review the ideal use cases for relying on a cloud-based infrastructure, what factors need to be considered, how an implementation should be planned, and what the advantages of a cloud-based system are – all in the context of a real-life customer story.
1. Understand the many factors that contribute to the growing challenge of achieving automated quality assurance of transactional documents.
2. Learn why secure cloud-based QA makes sense, what factors should be considered, and how it is best implemented – based on a customer story.
Enterprises are challenged with managing the creation, production, fulfillment, and processing of the plethora of documents flowing in and out of their business. The conventional wisdom is that automation is the answer. More often than not, businesses focus purely on automating their current workflows, leading to a solution that does not deliver the desired results. Developing an effective solution frequently involves reengineering the process, which requires the right knowledge and experience. During this session, industry veteran Dana Upshaw will share best practices for developing an effective solution from start to finish.
1. Learn how to evaluate business processes holistically.
2. Learn how to succinctly design the future state.
3. Learn how to earn buy-in from management.
4. Learn how to calculate the return on investment.
Hear from two proven experts on how to make marketing matter in every channel. The combined expertise of these presenters will shed a bright light on how the latest digital print technology can be leveraged to capture the attention of prospects and customers to drive response from paper and pixels. You’ll learn not just what works in the mailbox - and inbox and on screens - you’ll learn why it works. Digital print brings new opportunities to digital marketing and these experts know how to improve response, conversion, and engagement with strategies and tactics that increase return on marketing investment for the savviest marketers.
1. Understand how the convergence to digital print technology is improving the effectiveness of all marketing channels, not just direct mail.
2. A review of how what’s possible from a personalization standpoint through the combination of big data and digital print technology.
End customers are becoming increasingly demanding of their providers when it comes to communications. These demands could be tied to improving mobile access, supporting the latest outbound or inbound communications method, or simply improving message clarity. This session will focus on the latest market trends and research on cross-channel communications and the relative impact on how you make progress with improving on customer experience.
1. Ensure that you understand your customer and their preferences before you start “solving” for improved customer experience.
2. Understand that providing a consistent experience across all delivery and inbound channels will be critical.
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.
Creating effective customer communication involves collaboration across various silos and departments. Companies that create transactional customer documents for years have worked together in the areas of design, accessibility, compliance, composition, etc.
As new technologies and disciplines expand the scope of our industry, it is important that the communication ecosystem evolve to embrace and explore the design process from an expanding list of technology players.
Our diverse panel of stakeholders will discuss and explore how different people can bring their skills together to collaborate and drive results.
What does big data look like? And just how big is big data? Join us to learn the 3V's of big data, and how Hadoop, the yellow elephant, and his friends Oozie, Zookeeper, and Flume use the data to make 1-to-1 marketing communication in a transaction document more effective. With the volume of information being generated in the zettabites, the ability to use this data in an effective and timely manner becomes important business marketing. This session will explain these big data mysteries and why this topic is so important for the transaction document.
1. Understand what big data is and its increasing role in the transaction document world.
2. Learn about the role big data plays in connecting very large amounts of data with an effective 1-2-1 marketing plan.
Does your Enterprise Report Management (ERM) or Enterprise Output Management (EOM) system need to be decluttered, organized and consolidated? Does the thought of migrating terabytes or even petabytes of your heritage reports and output from your ERM solution make you cringe and fill you with dread? Then you will not want to miss this educational session in which our highly experienced ERM specialist will share best practice migration tips and secrets to success for ensuring your smoothest, most efficient, risk-free migration.
1. Learn how to develop a viable approach and plan that ensures a successful, risk-free
migration for your Enterprise Report Management or Enterprise Output Management
2. Hear best practices and methodologies for migrating to a strategic and modern ERM solution of your choice including a 4-step migration approach illustrating how you can save time and money, ultimately making you a company hero.
New opportunities to communicate with your customers abound. Learn how interactive documents, personalized video and other new methods are taking the Customer Communications Management industry by storm!
Attendee Takeaways: Participants will discover transaction information delivery technologies beyond print, PDF and email as part of a robust Customer Communications Management strategy.
Customers experience your company as a series of steps on a journey, and each customer's journey is different. By mapping each touchpoint on that journey, you can understand the full customer experience as viewed from the customer's perspective. By applying key performance indicators to each touchpoint, you can discover if your customer communications are performing in ways that matter to both the customer and to your company. In this session, you will learn about the value of a customer journey map to your business, as well as different techniques for building one you can implement when you get back to the office.
1. Gain an understanding of what a customer journey map is, and how the customer journey impacts customer experience.
2. Gain an understanding of the business value of a customer journey map, and how to begin building one for your own department or company.
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.
Xplor offers three career certifications in our industry – the Electronic Document Associate (EDA), Electronic Document Professional (EDP) and the Master Electronic Document Professional (M-EDP).
This session will review the requirements for each of the certifications. We will offer tips on how to put together your portfolio and where to earn the required credits. This session will also give you a chance to talk to members of the EDP Certification Commission.
If you are in the process of putting together your portfolio or even thinking about applying for certification, this session is important.
1. Gain a better understanding of the certification process and all of its requirements. Hear tips on putting together your portfolio and understand what can count towards educational credits.
2. Receive help on getting started, learn what is required and where to get help. Sometimes talking to one of the commissioners is all it takes to help someone apply for certification.
With over 20 years of experience in VDP/CCM technology and working with over 100 customers, Keith Lewis will share his experience and ideas for how to breakdown and reconstruct your templates. In this technology-agnostic session we will look at the past, and what is needed for coming changes in today’s evolving markets. With template changes needing to be faster, tracked and delivered at lightning speed, we will discuss ideas and concepts to help improve your current process. Some of the ideas will be breaking down a template to its smallest pieces and re-engineering them to work in today’s CCM platforms and meet the upcoming challenges.
1. The session will provide new concepts on how to move away from versioning into a more dynamic and variable communication template.
2. The session will share concepts on proofing changes and tracking for compliance and regulations.
Not too long ago, if you reliably offered quality products at a good price, your company was doing well and life was good. Today, however, that is not enough. You need to think and act differently in order to create a customer experience that will allow you to beat those who are bigger, cheaper and faster.
You need to leave “what” you do and “how” you do it for another day. Today you need to start with “why?”
Attend this session and hear how establishing a clear purpose for your organization and empowering people to create and innovate meaningful customer experiences will grow your business.
1. Be clear about your purpose for being so that your customers connect with you intimately and personally.
2. Empower those who believe in what you believe to create, innovate and bring to life the customer experiences you want and need to grow your business.
Customer experience is not just for the end user. Creating a CCM process that drives customer experience is a challenge and is even more critical today to ensure customers can have the experience in a multi-channel process of their choosing that is consistent across all channels. However, the process to develop content and composition for the channels has to be streamlined, fast and cost effective to ensure the message to the customer is relevant and timely. We will explore the key to having a great CCM experience for both the business owner and their customer.
1. Why content management and composition are critical in development of communication that is delivered through omni-channel experience. How to drive content that is standardized, consistent and deliverers the message to your customers that will have the desired outcome, no matter the channel.
2. Impacts to conversion time to create and promote content to enable composition real-time or near real-time that will reduce cost in your CCM/ECM process and the power of real-time changes to move information to your customers. Also, the importance of ensure that your content follows a process for approval/rejections that is tracked for compliance.
CCM strategy discussions tend to focus on document creation, distribution, storage, and retrieval, but are all the documents and messages effective? Has anyone evaluated communications from the customer’s point of view, or the timing? Should some messages be reformatted or even eliminated? Who is responsible for connecting communications to corporate customer experience goals?
In this presentation we’ll take a look at a real-life document situation that got fixed, but only by chance. The discussion will focus on developing a plan to research existing documents and assess their impact on customers before diving into a CCM overhaul.
1. Too many customer-facing documents are confusing, wasteful, contradictory, poorly-targeted, poorly-timed, or unnecessary. The first part of this session uses real-life stories to illustrate the need to examine documents with a critical eye and from the customer perspective – before attempting to create the omni-channel customer experience so many organizations desire.
2. The second part of this session suggests document examination tactics. The objective is to cover not only the methods, but the messages as part of customer communication workflow renovation projects.
Organizations are trying to enhance documents and bridge the paper and electronic worlds. This session will give you real world methods to enhance customer communications while getting someone else to fund the project.
1. Learn how the USPS is helping to support emerging technologies such as augmented reality by paying you to do it.
2. Learn how to truly operationalize document enhancements in your organization by following this methodology.
This session will examine how organizations are currently interacting with their customers. More often than not, it's a cookie cutter approach that delivers generic content via one channel.
By creating a more personalized customer experience, it can help drive additional business, increase loyalty while also improving compliance and organizational efficiency. We'll focus on how to create and deliver personalized communications, how to reduce the dependency on IT and why Omni-channel delivery options are a requirement in today's digital world. There will be a mix of real-life customer examples and Q&A periods.
1. Learn how to create, personalize, and deliver customer communications that meet increased customer expectations and foster growth by empowering business users to create the communications, thus freeing up the IT department to focus on other priorities.
2. Learn about the importance of omni-channel delivery and why letting customers choose their preferred communication channel(s) can impact loyalty and retention.
This session will use IDC's 2016 research to examine opportunities in the worldwide CCM software market, and then dive into the specific challenges, drivers, expectations, requirements, and trends in the large enterprise and insurance industry segments in the U.S. and Western Europe. We will look at emerging technologies, multi-channel trends and changes in the use of print, as well as top decision drivers, barriers, features and criteria. This session offers software vendors and service providers a solid overview of market opportunities, and offers enterprise decision-makers insight based on 400 of their peer organizations.
1. IDC projects the worldwide market for CCM software will rise significantly by 2020 with customer correspondence overtaking the traditional batch statement/invoice use case.
2. While the use of personalized video applications is on the rise among large insurers, many companies are still increasing the percentage of total communications available via print.
3. The majority of large companies are increasing their CCM budgets, with about a third likely to implement new solutions within the next two years
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 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.
Do you have a CCM Center of Excellence that has enterprise-wide responsibility for CCM? In theory, creating a CCM Center of Excellence sounds like a great idea; however, executing this idea may be a different story. This session will offer best practices and concrete steps on how to establish a COE that will effectively represent the enterprise and deliver on your overall CCM strategy.
1. Methods for creating a CCM Center of Excellence that is strategically and tactically aligned across the enterprise and to drive excellence for your customer communications strategy.
2. An understanding of the roles and responsibilities necessary for the CCM COE to optimize your customer communications strategy, enhance the customer experience and mitigate risk in your communications workflow.
Millions of PDF and print pages are formatted daily using either CSS or XSL-FO and yet most people don’t know of the standards, their capabilities and their importance. This session will first position CSS and XSL-FO within the alphabet soup of standards, markup languages and page description languages. It will then provide an overview of CSS and XSL-FO, the current state of play, and examples of documents produced by each. Similarities and differences between CSS and XSL-FO will be discussed along with the pros and cons of each.
1. Gain an understanding of both CSS and XSL-FO for producing paged media output (print and PDF).2. Understand the benefits and advantages of each.3. Understand the relationship between CSS and XSL-FO and the WWW, XML and standards.4. An insight into when to use CSS and when to use XSL-FO.
It seems intuitive that improving customer experience (CX) will improve business results, but it's not that simple. What are the key channels and touchpoints that matter most to consumers? Do consumers prefer mobile and digital channels and why? Why does CX improve when business users are involved? In this session we will share key trends, challenges and best practices for improving CX through the communications you create and deliver. We'll show that CX leaders outperform CX laggards, and why, and make actionable recommendations that can help your organization make the most of your CCM and CX efforts.
1. Receive practical advice on where to make changes to your CCM strategies and best practices for doing so.2. Hear recommendations on how to prioritize investments to continuously improve your customers' experiences.
From smartphones to tablets, mobile devices have radically changed the way we consume content. As mobile continues to drive consumer demand, organizations are seeking new ways to deliver relevant and personalized customer experiences. Augmented reality (AR) offers a way to turn traditional print into an interactive experience, making customer communications more relevant than ever. Today, we have the technology to personalize AR content, delivering unique experiences to millions of customers. In this session you’ll learn how this paper to pixels approach is used to engage and delight customers while breathing new life into printed documents.
1. Discover how you can quickly move people from a paper experience to a fully interactive media-rich experience on the mobile devices they depend on every day.
2. Learn how evergreen augmented reality content can increase the long-term value of transactional statements, direct mail, books and other customer communications.
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.
Millennials in the US now total 75.4 million, surpassing the 74.9 million Baby Boomers. Generation X is projected to pass the Boomers in population by 2028. What does this mean in terms of mobile technology and the customer experience?
Companies such as Chick–fil-A, Jersey Mike’s, and Domino’s Pizza are focusing on mobile apps as an effective channel to communicate with Millennials and Generation X. With both Millennials and Generation X favoring mobile technology, how are companies, such and banks, insurance companies, financial organizations, and government, positioning their businesses to accommodate the influx of new “customers”? Is mobile really relevant for Baby Boomers?
Whether your company has a mobile strategy or not, our panel will lend insight into the upcoming changes and dynamics of mobile technology.
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 17 Happy Hour near the pool (weather permitting). Enjoy networking, appetizers and drinks courtesy of our sponsors, Crawford Technologies and RenderX.As a special treat for Xploration attendees, Rio Crest Winery will be providing its award-winning White, Pinot Noir and Syrah wines sourced from vineyards in the Russian River and Dry Creek areas of Sonoma County, California. These wines are highly sought after and normally only available to members of their wine club or at the winery itself. RenderX is happy to make them available for tasting during Happy Hour.
Sponsored by: Crawford Technologies and RenderX, Inc.
Enjoy some time with other conference attendees over breakfast. Expand your horizons and sit with someone you don’t know. After breakfast, visit our vendor partners as they have the solutions to your company's day-to-day challenges. Sponsored by: Xplor Canada
Savor a cup of coffee or tea while you enjoy our Industry Analysts' Workshop. Sponsored by: GMC Software
Included with Platinum Passport (Full Conference) purchase.
Our Industry Analyst Workshop is a three-part adventure. Moderated by Keypoint Intelligence / InfoTrends, we will begin with the newest trends and data from their research, including the newest software investment surveys. We will follow the trends with two workshops designed to be interactive and educational, so bring your questions! The first Genius Panel covers guidance on Customer Experience best practices. We will have a few questions, but we are looking for our attendees to help us with their questions, experiences, and best practices.The second workshop introduces a new group of Genii. With this group we will engage with our attendees on the document journey, talking about how customer communication is created and delivered in print and online. We will discuss the best practices in maintaining both legacy and new environments, print and online.The plan is for a lively set of conversations among the panelists and with the attendees, so bring your ideas, questions, challenges, and solutions!
Sponsored by: GMC Software
Hold your seats for a few more minutes as Conference Chair, Roger Chamberlain, provides closing comments for Xploration® 17 and provides a brief overview of the 2018 event.