Best Practices

Tuesday April 14 • 8:00 AM – 8:50 AM
Best Practices for Rapid Onboarding of Clients
Using Workflow Process Automation  (Salon D)

This session will highlight companies who have integrated years of custom code and workflow scripts into a templatized workflow library. This will show how non-programmers and programmers alike can rapidly onboard jobs into production in days, instead of weeks or months, through process automation and conditional logic without writing scripts.

Attendee Takeaways:
1. Measureable ROI as a result of automating workflows.
2. Enabling visibility into all steps of the processes.

Speaker: Mary Ann Rowan 

Tuesday April 14 • 9:00 AM – 9:50 AM
The Journey is the Destination: Customer Journey
Maps Add Context to Documents  (Salon D)

Today, most customer communication projects are treated as project silos. This session will look at your document applications as a cohesive portfolio that supports a customer journey. In this session, basic techniques of customer journey mapping will be explored to see how a wider perspective can highlight errors, opportunities, and insights within your individual customer communications.

Attendee Takeaways:
1. Attendees will take away how to create individual communications portfolios that influence referrals, upsells and churn rates, using tools they can implement immediately to develop their own customer journey maps.
2. Attendees will also take away an understanding of the new metrics for evaluating success on a strategic level of the individual contributions of communications in a wider customer experience portfolio.

Speaker: Scott Draeger

Tuesday April 14 • 10:00 AM – 10:50 AM
Optimizing Omni-Channel Communications  (Salon D)

Customers are surrounded by connected devices which provide plenty of opportunities for organizations to connect with them in timely and meaningful ways. Print is still an important channel, but it is definitely not the only channel. Electronic communications can be intrusive, easily discarded and can add to the noise just as paper that hits the “circular file” without being opened.

Learn how RR Donnelley helps its clients define a communication strategy that targets the right communication to the right channel at the right time based upon the preference of customers. This is optimized Omni-Channel Communication.

Attendee Takeaways:
1. Not all channels are created equal! Learn how to decide which channels are best for each communication type.
2. Learn how to build an optimized omni-channel communication strategy that breaks down communication silos within your organization.

Speaker: Dan Beery 

Tuesday  April 14 • 1:30 PM – 2:20 PM
Replatforming High Volume Output  (Salon D)

We recently completed a replatform project of high volume output that must be composed and distributed physically or electronically according to regulatory standards. The project involved reverse engineering business and composition rules from the legacy application, designing and building supporting application components, designing templates and recomposing output for print and electronic delivery, performance tuning, and implementing with the print service provider. There are over 30,000 unique statement combinations to give a sense of complexity.

Attendee Takeaways:
1. Design for performance, scalability, and ease of maintenance.
2. Challenges and critical success factors.

Speaker: Ken Catlin 

Tuesday April 14 • 2:30 PM – 3:20 PM
A Year of Designing for Digital  (Salon D)

Many companies struggle with how to effectively move their communications from print to digital, given channels for digital communications are increasingly vast and complex. This session takes the mystery out of the process with live demonstrations that explain fundamental best practices to follow in the design approach, testing, and implementation when designing documents for digital consumption. The presenters spent the bulk of 2014 converting print-based documents to digital responsive design documents and will share real life examples of the pitfalls to look out for and the differences to be aware of in the process.

Attendee Takeaways:
1. Learn best practices gained from experience for converting print-based documents to digital responsive design documents.
2. Understand how to avoid the pitfalls when designing for digital with examples of the successes and failures these presenters learned working in the field.

Speaker: Ahmad Al Dallal,  Matthew Fredricks 

For more information, and to register, please visit the conference website


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