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Xplor’s Keynote Breakfast Panel Features Industry Leading Panelists

Exploring the Role of Print in Today’s Customer Journey

Lutz, FL — August 30, 2017:  Xplor International today announced the final line up of leading industry experts who will be participating in the Xplor at Print Keynote Breakfast Panel on September 12th at McCormick Place.

The event, sponsored by Canon Solutions America, Compart, Pitney Bowes and Racami, will feature four panelists that include:

  • Bill Augustadt, Vice President of Digital Communications at Conduent
  • Robert Iantorno, Vice President, North American Operations, Document Fulfillment at KUBRA
  • Dave Johannes, Senior Vice President of Operations at IWCO Direct
  • Matt Pribus, Vice President of Correspondence and Remittance Services at First Data Corporation

The session titled, Exploring the Role of Print in Today’s Customer Journey will be moderated by Matt Swain of Keypoint Intelligence – InfoTrends.  Our moderator, along with our end-user panelists, will focus on the latest market trends, best practices, and the role of print in today’s customer journey.

The complimentary event is limited to the first 200 registrants, of which over 75% of seats are reserved. Registration includes admission to the panel session, a networking breakfast, and a Print 17 exhibit hall pass, all courtesy of the event sponsors. For more information, or to register for the event, visit the event page.

Event Details:
Date: September 12, 2017
Time: 8:30 AM to 10:00 AM (Breakfast starts at 7:30 AM)
Location: McCormick Place, Chicago, IL – Room S105ABC
Cost: FREE (Registration required and limited to the first 200 registrants)

For information about Xplor at Print 17, please visit the event website. You can also contact Xplor Headquarters at +1-813-949-6170.


About Xplor International
Xplor International is a not-for-profit association that provides thought leadership to the customer communications industry. As a community Xplor provides advocacy, education, training, mentoring and networking opportunities.

Our members are decision makers and recommenders who are involved in the conception, design, implementation production and delivery of multi-channel client, member and customer communications.

Xplor’s mission is to enhance organizational success and advance the careers of our members by providing research, publications, industry certification, professional development, web-based events, and conference programming. Xplor International has its worldwide headquarters in Lutz, Florida, with affiliated offices around the world. Further information is available at www.xplor.org.

Facebook: facebook.com/XplorInternational
Twitter: twitter.com/Xplor_Int or @Xplor_Int

Xplor International Media Contact:
Chad Henk
Director of Marketing
+1-813-949-6171
Chad@xplor.org

Customer Experience: Put the patty on the damn bun!

By Skip Henk, EDP, President/CEO of Xplor International

Over the last year I have been spending a great deal of time better understanding the varying intricacies of a customer experience, its relationship to our industry, and how a great customer experience can pay big dividends.

An article I read the other day by Warren Buffet said, “Your business will succeed if you execute this three word mission, DELIGHT YOUR CUSTOMER.” Speaking at the 20th Graduation of Goldman Sachs’ 10,000 Small Businesses at LaGuardia Community College, Buffett told the graduates: “Tomorrow morning when you look in the mirror after you’ve gotten up, just write — or just put it in lipstick or whatever you want — ‘delight my customer’ not ‘satisfy my customer.’ ‘Delight my customer.’”

This perhaps is the most descriptive and succinct definition of a the Customer Experience I have read.

(To read the article http://tinyurl.com/jxgghuy )

We have dozens of customer experiences each week which can vary greatly. Whether you are dropping your clothes off at the cleaners, going to the grocery store or ordering on Amazon we have plenty of opportunity to be delighted.

Some of the most mundane of interactions can be delightful with delight being driven by expectations.

Setting Expectations
Customer experience is how we expect to be treated in a given situation. When we go to the cleaners, we don’t want to wait in line too long to drop them off and we want our clothes cleaned properly and ready when promised. At the grocery store, we expect shelves to be well stocked, for the store to be clean and for there to be plenty of cashiers or self serve kiosks to minimize our wait when leaving. When ordering online, we look for availability, price, shipping costs and time. Then we expect our purchase to arrive on or before the date promised.

Expectations vary based on the task and whether we have high or low expectations. When expectations are met, it represents a good experience.

Put the Patty on the Damn Bun
I occasionally go to a fast food restaurant, typically with fairly low expectations. I do expect to wait if I go during a peak times and I automatically assume my order is will not be right, so I check it. I also expect that it is at least warm.  Reasonable but certainly not high expectations.

hamburgerLast week, I had a Big Mac craving and ventured to McDonald’s to order myself a Big Mac and fries.  (Don’t judge me, I know the Big Mac is 560 calories and fries add an additional 368 calories; this isn’t the point)  The “customer experience” was going along well, I did not have to wait long, the order appeared correct and I saw the fries come out the fryer, so they were nice and hot. I was good to go. I sat down to eat and opened my Big Mac finding BOTH patties were hanging halfway off the bun. Not sure exactly why it crossed me but it did.

As I looked at my burger I contemplated taking it back but decided not to do so. What I realized is that the customer experience can in fact be a moving target with expectations theoretically changing with each transaction. The same may hold true for our industry.

At the Xplor at Graph Expo breakfast session, September 27th in Orlando, our panel, moderated by Matt Swain of Infotrends, will try and answer the question:  “With advancements in technology and changes in human behavior, is offering a superior customer experience a moving target?”

If you are planning to attend Graph Expo, I invite you to attend our complimentary breakfast session sponsored by Canon Solutions America, Compart North America, Pitney Bowes and Xerox Corporation. For more information and to register, visit the event website.

As far as my Big Mac expectations, “Put the damn patty on the bun!”

skip_Henk_Photo_2011

 

Skip Henk, EDP
President/CEO
Xplor International

Xplor at Graph Expo Registration Now Open

Lutz, FL— June 15, 2016: Xplor International today announced that registration for their keynote breakfast panel during the Graph Expo event, September 25 – September 28, 2016 at Orlando Convention Center, is now open. Registration is available here: http://www.cvent.com/d/xfqvqg

The breakfast keynote session, moderated by Matt Swain of InfoTrends is titled “Customer Experience: A Critical Factor for Achieving Success” and will focus on the importance of the customer experience, as well as understanding customer expectations, with end user panelists sharing their insights in their efforts to create the perfect customer experience.

This sponsored breakfast session is presented at no charge, thanks to sponsors Canon Solutions America, Compart North America, and Xerox Corporation. Space will be limited to the first 200 people who register.

When:  September 27, 2016
Where: Orlando Convention Center
Time: 7:30 AM-10:00 AM
Registration Fee: Complimentary (Registration Required here: http://www.cvent.com/d/xfqvqg)

Questions and requests for additional information can be directed to Xplor Headquarters via phone at +1-813-949-6170 or via email at info@xplor.org. Additional sponsorship opportunities remain open for the event. For more information on becoming a sponsor, please contact Deborah Green, Director of Sales, at +1-770-444-3845 or deborahgreen@xplor.org.


About Xplor International
Xplor International is a worldwide, not-for-profit professional association that consists of thousands of users and suppliers of the products and services that create, modify, and deliver customized information using a wide variety of document technologies. The association provides educational products and programs for its members and the industry at large through conferences, meetings and annual events. Xplor International has its worldwide headquarters in Lutz, Florida with affiliated offices around the world. Further information is available at www.xplor.org.

Facebook: facebook.com/XplorInternational
Twitter: twitter.com/Xplor_Int

Xplor International Media Contact:
Chad Henk
Marketing Manager
+1-813-949-6171
Chad@xplor.org

 

Xplor to Host Breakfast Panel at 2016 Graph Expo Event

Customer Experience: A Critical Factor for Achieving Success

Lutz, FL—May 25, 2016 – Xplor International, the worldwide electronic document systems association, today announced that it will once again host a breakfast panel during the Graph Expo event, September 25 – September 28, 2016 at Orlando Convention Center.

The breakfast keynote session, moderated by Matt Swain of InfoTrends is titled “Customer Experience: A Critical Factor for Achieving Success” and will focus on the importance of the customer experience, as well as understanding customer expectations, with end user panelists sharing their insights in their efforts to create the perfect customer experience.

The concept of providing a superior customer experience has emerged as a critical success factor for companies. It is about meeting, and ideally exceeding, the expectations of your customer. The fact is that price/cost leadership is no longer sustainable for customer retention, shifting the focus of companies to delivering superior customer experiences. Along with developing various integration and automation tools to organize customer information better, how can companies drive customer perception, satisfaction, and customer loyalty?  With advancements in technology and changes in human behavior, is offering a superior customer experience a moving target?

This sponsored breakfast session is presented at no charge, thanks to our sponsors Compart North America and Xerox Corporation. Space will be limited to the first 200 people who register. Additional sponsorship opportunities remain open for the event. For more information on becoming a sponsor, please contact Deborah Green, Director of Sales, at +1-770-444-3845 or deborahgreen@xplor.org.

When:  September 27, 2016
Where: Orlando Convention Center
Time: 7:30 AM-10:00 AM
Registration Fee:   Complimentary (Registration Required)

Registration will open June 1, 2016 and will be accessible from the Xplor website (www.xplor.org).   Questions and requests for additional information can be directed to Xplor Headquarters via phone at +1-813-949-6170 or via email at info@xplor.org.


About Xplor International
Xplor International is a worldwide, not-for-profit professional association that consists of thousands of users and suppliers of the products and services that create, modify, and deliver customized information using a wide variety of document technologies. The association provides educational products and programs for its members and the industry at large through conferences, meetings and annual events. Xplor International has its worldwide headquarters in Lutz, Florida with affiliated offices around the world. Further information is available at www.xplor.org.

Facebook: facebook.com/XplorInternational
Twitter: twitter.com/Xplor_Int

Xplor International Media Contact:
Chad Henk
Marketing Manager
+1-813-949-6171
Chad@xplor.org

Merriments, Milestones and Motion for Xplor in 2012

Happy New Year!

I hope all of you had a Merry Christmas, Happy Holidays and enjoyable New Years.

It would be understatement to say that 2011 was an interesting year and that most people hope 2012 will be more prosperous.

Like most organizations 2011 was a challenging but successful one for Xplor. Despite everything that is going on in the economy and our industry, we are still here, due solely to your support and participation. (Without you there would be no Xplor) I did want to a brief report of milestones in 2011:

  • A successful 2011 Conference and Vendor Forum with a 29% increase in attendance
  • Successful conference at Graph Expo with 20% growth
  • 2011 XDU On the Road program – 6 new cities
  • Growing webinar curriculum (over 3000 individual participants)
  • Monthly Lunch and Learn program
  • Implemented a new conference registration system
  • Launched new Industry Services division
  • Grew membership 2.5% (in a very tough economy)

The plan for 2012 is to expand programming, information and continuing to grow value to our members and the industry that will keep you on the leading edge of document technology. This is some of what we have planned for 2012: (if you have any other ideas please contact me me)

My thanks to you all for your support and participation. I extend my best wishes for a prosperous and healthy 2012.

Until next time …..