Name: Enabling Self-Serve Support at Expedia
Start: 2021-10-12T15:00:00Z
End: 2021-10-12T15:00:49.000Z
Location: BrightTALK
Rating: 4.8

The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.

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“Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and sponsored by Heretto, the #ContentOps platform for product, reference, and knowledge content.

Let's Talk Personalization — Ep 6

TBD

Let's Talk ContentOps is brought to you by The Content Wrangler, Scriptorium Publishing, and is sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Let's Talk Content Operations — Episode 6

[Let's Talk Technical Documentation E6] TBD

TCW Webinar

Join Eeshita Grover, an experienced content strategy leader, for a free 90-minute online course titled "Key Performance Indicators in ContentOps Management."  This workshop can help you to integrate your content strategy seamlessly with your product strategy to boost the impact and effectiveness of enterprise content.

"Key Performance Indicators in ContentOps Management" will help you zero-in on the metrics that define the success of content strategies. This workshop is designed to empower you to measure, analyze, and interpret key performance indicators (KPIs) that directly impact product adoption and customer engagement.

You will gain an understanding of essential content success KPIs, including but not limited to:

Impact on Product Adoption: Learn to track user actions, such as clicks and purchases, to evaluate the influence of content on buying behavior.

Engaged Time/Dwell Time: Discover the significance of measuring how long visitors stay engaged with your content, an indicator of content relevance and effectiveness.

Audience Segmentation: Learn to segment audiences for targeted content delivery and improved user experiences.

Visitor Metrics: Analyze data on new and returning visitors to gauge content reach and retention.

Trend Comparisons: Discover how to connect disparate data points and observe emerging trends that inform strategic decisions.

Recirculation Rate: Explore how to monitor users’ content journeys to optimize pathways and enhance content recirculation.

Case Deflection/Self-Service: Learn to measure the effectiveness of your content in enabling self-service capabilities, reducing support overhead and improving user satisfaction.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording.

Brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

[Workshop] Key Performance indicators In ContentOps Management

Let's Talk Personalization — Ep 5

Heretto Case Study — TBD

Coffee and Content — Topic TBD

API Docs — Topic TBD

Let's Talk Content Operations — Episode 5

Let's Talk Technical Documentation E5

Coffee and Content — TBD

Join us October 12, 2021 for a chat with the Expedia Group's Director of Knowledge Management, Liz Krogh, about how her team is empowering business partners to find answers to questions they have without contacting customer support. You'll learn how the Expedia Knowledge Management team provides technical content to both the company's business partners (airlines, hotels, travel, and tourism companies) and its internal users (folks like support center agents) to ensure that every Expedia customer enjoys the exceptional customer experience the company promises. 

We'll discuss under what circumstances we ought to consider publishing content to separate delivery channels and when unifying content and delivering it through a single channel makes the most sense. And, Liz will share her thoughts on the importance of communication and coordination with other content teams (and those impacted by content decisions) before attempting to tackle customer support content challenges.

The Content Advantage talk show is brought to you by The Content Wrangler and sponsored by Zoomin Software.

Enabling Self-Serve Support at Expedia

Content Strategy

Customer Experience

customer satisfaction

Customer Success

Knowledge Management

support center

technical documentation

technical support

user assistance

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Enabling Self-Serve Support at Expedia

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