PANEL – Is There Such a Thing as the Perfect Customer Experience?

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Title:  PANEL – Is There Such a Thing as the Perfect Customer Experience?
Track:  The Customer Experience
Date/Time:  Tuesday April 5th – 3:00pm to 3:50pm
Room: Bonaire 7
Moderator: Scott Baker
Panelists: Micah Byrd,  Patrick Kehoe,  Jerry Lazarus,  David Stabel

Every company wants happy customers but is it possible to put together the perfect set of interactions that consistently exceed the needs and expectations of a customer? We talk about multi- and omni-channel communications, but is that what the customer is looking for? Our panel of experts will discuss optimizing the customer experience, what worked and what did not, the impact it has had on their organization and how far we need to go.

Xploration 2016

Electronic Document (BOK): Document Objects

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Title:  Electronic Document (BOK): Document Objects 
Track:  Fundamentals
Date/Time:  Tuesday April 5th – 2:00pm to 2:50pm
Room: Bonaire 5
Presenter: Bill Broddy, M-EDP

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.

Xploration 2016

Audit & Compliance: What You Need to Know

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Title:  Audit & Compliance: What You Need to Know 
Track:  For Executive Eyes Only
Date/Time:  Tuesday April 5th – 2:00pm to 2:50pm
Room: Bonaire 4
Presenter: Brad Lyons and Eric Radcliffe

We know you hear the words SOC 1, SOC 2, PCI, and HIPAA: Attend this session and we will uncover the compliance mystery.

Attendee Takeaways:

  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.
Xploration 2016

5 Ways to Maximize Your Reach for Social Media Success

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Title:  5 Ways to Maximize Your Reach for Social Media Success 
Track:  Distribution
Date/Time:  Tuesday April 5th – 2:00pm to 2:50pm
Room: Bonaire 3
Presenter: Deborah Corn, PrintMediaCentr

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.

Attendee Takeaways:

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.

Xploration 2016

Case Study: A Successful Electric Bill Redesign Using the LUNA Philosophy

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Title:  Case Study: A Successful Electric Bill Redesign Using the LUNA Philosophy 
Track:  All Things Data
Date/Time:  Tuesday April 5th – 2:00pm to 2:50pm
Room: Bonaire 2
Presenter: Denise Fundis and Robert Linsky

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.

Attendee Takeaways:

  1. Why the LUNA™ philosophy is successful.
  2. The need for a cross functional team and a defined process.

Omni Channel: It’s More than Just Electronic Versus Print

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Title:  Omni Channel: It’s More than Just Electronic Versus Print
Track:  The Customer Experience
Date/Time:  Tuesday April 5th – 2:00pm to 2:50pm
Room: Bonaire 1
Presenter: Scott Baker, Crawford Technologies

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.

Attendee Takeaways:

  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.

PANEL – What’s Next?

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Title:  PANEL – What’s Next?
Track:  Evolving Trends
Date/Time:  Tuesday April 5th – 2:00pm to 2:50pm
Room: Bonaire 7
Moderator: Dan Adler, DA Digital
Panelists: Richard Losch, Stephanie Pieruccini, Donald Scrima, Matt Swain

Everyone would love to know what will happen to our industry three, five or even ten years from now, but is it possible? Can we assume the evolution of technology and predict, with a bit of certainty, what the digital document and customer communications will look like? Our panel of leading industry analysts and consultants will discuss the evolution of technology, the changes in human behavior it will drive, and how it will affect how we communicate with our customers.

Xploration 2016

Electronic Document (BOK): Data Extraction and Formats

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Title: Electronic Document (BOK): Data Extraction and Formats
Track: Fundamentals
Date/Time: Tuesday, April 5th – 10:30am-11:20am
Room: Bonaire 5
Presenter: Bill Broddy, M-EDP, acadami

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.

 About the Presenter: Bill Broddy is president and co-founder of Acadami Group, Inc. (aka acadami), the leading provider of professional education in the electronic document space. acadami’s educational offerings are certified by Xplor International, and have produced 85% of the Electronic Document Associate designations awarded by Xplor. Bill also assists major organizations across North America with regulatory best practices, market planning, and implementation of electronic document delivery applications. Bill brings over 30 years’ experience with electronic document enabling and delivery. He is an EDP Commissioner and Course Instructor for the Canadian EDP Certification Program. Xplor International, the Electronic Document Systems Association, recognized his leadership and expertise in 2004 with their most prestigious award “Xplorer of the Year”. Bill earned his Master Electronic Document Professional (m-edp) designation in 2011.

Xploration 2016

Data Security Management for Leaders

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Title: Data Security Management for Leaders
Track: For Executive Eyes Only
Date/Time: Tuesday, April 5th – 10:30am-11:20am
Room: Bonaire 4
Presenter: George Webb, NEPS

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.

Attendee Takeaways:
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.

 About the Presenter: George Webb has over 25 years of experience in the development and operational management of enterprise class multi-channel delivery solutions. These solutions cover verticals from healthcare to utilities and George has both an customer and service bureau point of view from his prior roles.

George has previously held positions at The Hartford Insurance Group, Pitney Bowes, and most recently as the CISO of Novitex Enterprise solutions. He has extensive knowledge of IT staff management, client and internal facing healthcare and insurance systems, document composition and deep knowledge of print management.

Xploration 2016

The Missing Link: Email and Your CCM Strategy

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Title: The Missing Link: Email and Your CCM Strategy
Track: Distribution
Date/Time: Tuesday, April 5th – 10:30am-11:20am
Room: Bonaire 3
Presenter: Michael Wright, Striata

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.

Attendee Takeaways:
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.

 About the Presenter: Michael founded Striata in March 1999 with a view to build a global software business. He is a pioneer of the Internet industry. He speaks regularly on the use of email as a business tool and customer communication method. Michael has received numerous awards over the last 15 years in email marketing, including “Direct Marketer of the Year” by the DMA and was a finalist in the “IT Personality of the Year” awards. Michael is now one of the world’s foremost experts on eBilling adoption tools and techniques. He routinely consults and speaks on driving paperless processes in large organizations.