For the first time, DOCUMENT Strategy Forum (DSF) lands in the Queen City, and we’ve certainly built an educational experience over the next three days fit for royalty. For the past 15 years, we’ve reigned supreme in educating and enlightening professionals involved in Content Management, Customer Communications and Customer Experience. And a lot of that success is due to the efforts and contributions by our peer-led Advisory Board (see page 2), our exclusive conference partners, the BFMA Association and leading consultancy firm Doculabs, and the support of our Corporate Sponsors (see page 38). For the next three days, you’ll get the Royal Treatment at DSF ’23, so don’t miss a single thing we’ve planned for you in Charlotte:
• The Royal Court of Exhibitors: We’ve assembled over 45 of the “who’s who” of industry-leading solution providers focused on communications, customer engagement, content management, business process and digital transformation in our exclusive Exhibit Hall. Visit each booth on Tuesday, May 23 and get a stamp at each one to automatically qualify to win $1,000 (to enter the drawing, all attendees must return their completed stamp card to the registration desk and be present on the Exhibit Floor on Tuesday, May 23). Plus, for every stamp collected at the event, we’ll donate $1.00 to the St. Jude Children’s Research Hospital!
• A King’s Ransom of Educational Content: We kick things off with our Opening Day Keynote with Forrester Principal Analyst Chuck Gahun on the digital experiences, content engagement and generative AI advances that are shaping the enterprise of the future. Then, we’ll gather for some intimate fireside chats with the Head of Retirement Operations and Shared Services at TIAA on their digital strategy and a discussion on where information management is headed with Microsoft. But that’s just the beginning: Over the next three days, you’ll get a chance to choose from our 11 Learning Pods, over 50+ educational sessions (including loads of case studies, peer panels and roundtables) and four in-depth workshops on Digital Maturity, Customer Journey Mapping, Intelligent Document Processing and the Basic Issues in Forms Management.
• The Royal Council of Sponsors: We couldn’t do this without the support from our Sponsors. Connect with these thought leaders in their exclusive sessions and on the Exhibit Floor, including OpenText, Quadient, Microsoft, Adobe, 4Point, Messagepoint, Smart Communications and TCG Process.
• The Royal Treatment: We’ve built in an unparalleled number of networking opportunities across our three-day conference program and set the table (literally) for unmatched peer-to-peer networking. From our Birds of a Feather Luncheon to the Triple D Networking Reception, to the Bite & Biz Exhibit Floor Lunch, to the Cloud Bar Rooftop Reception (thanks to our sponsors, Adobe and 4Point), you’ll find a sense of community with like-minded professionals, no matter if it’s your first time attending DSF or your 15th!
We want to thank you for joining our roundtable at DSF ’23! It’s professionals like you that drive us to create more meaningful and engaging learning experiences. We hope your time with us is a memorable experience fit for royalty.
Joel Dunkel Allison Lloyd President Vice President of Conference EventEvolution Management, Inc
LOCATION OF EVENTS
The Exhibits are located in the Symphony Ballroom, which is located on the Entry Level. Conference rooms are located in Mecklenburg Ballroom 1-3 and Governor’s Ballroom 1-6. The Opening Day Keynote, General Sessions and Birds of a Feather Luncheon will take place in the Carolina Ballroom
DEDICATED CONFERENCE HOURS
MONDAY, MAY 22
TUESDAY, MAY 23
8:00am – 12:00pm 9:00am – 12:00pm 1:10pm – 4:00pm 3:10pm – 5:00pm
WEDNESDAY, MAY 24
9:00am – 12:00pm
DEDICATED EXHIBIT HALL HOURS
MONDAY, MAY 22
4:00pm – 6:00pm Includes Triple D Exhibit Floor Reception
TUESDAY, MAY 23 12:00pm – 3:00pm Includes Bite & Biz Exhibit Floor Lunch
SHOW MANAGEMENT
203.378.4991
• eventevolution.com
Established in 2001, EventEvolution Management Inc. is an event producer/management and consulting firm specializing in professional trade shows and conferences in both the B2C and B2B marketplaces.
UNAUTHORIZED SOLICITATIONS
Solicitations on the premises of DOCUMENT Strategy Forum ’23 by non-exhibiting personnel are strictly prohibited.
PHOTOGRAPHY/VIDEOTAPING
No photography or taping of the DOCUMENT Strategy Forum is allowed at any time without the permission of Show Management.
Opinions stated at this event are those of the speakers and not necessarily those of EventEvolution Management Inc. or DOCUMENT Strategy Media. Event organizers reserve the right to cancel or change the program without prior notice. No one under the age of 18 is permitted in the Exhibit Hall at anytime.
HAVE YOU DOWNLOADED THE DSF ’23 MOBILE APP? SEARCH FOR DSF ATTENDEE INSIDER IN THE APPLE APP STORE OR IN THE GOOGLE PLAY STORE!
ERICK BERCKEFELDT MANAGER, INFORMATION TECHNOLOGY BLUE CROSS & BLUE SHIELD OF KANSAS
ANTONIO BONNER
VICE PRESIDENT, INFORMATION SERVICES & AUTOMATION WELLS FARGO
JR BURNHAM CONTENT MANAGEMENT ARCHITECT PROGRESSIVE INSURANCE
CHRIS CANADAY ASSISTANT DIRECTOR, TRANSFORMATION
NANCY GREEN ASSISTANT VICE PRESIDENT, CUSTOMER COMMUNICATIONS METLIFE
AARON HORSFIELD DIRECTOR, PRINT FULFILLMENT OPERATIONS & MARKETING ADMINISTRATION UPMC HEALTH PLAN
ANDY KELLER LEAD TECHNICAL ARCHITECT, CUSTOMER COMMUNICATIONS USAA
NANNETTE MEARS
ASSISTANT VICE PRESIDENT, DOCUMENT FULFILLMENT LEADER CHUBB
LESLIE SAPIENZA VICE PRESIDENT, CUSTOMER COMMUNICATIONS PRUDENTIAL
LISA WEAKLEY DIRECTOR, RECORDS & INFORMATION MANAGEMENT EXCELLUS HEALTH PLAN
MONDAY MAY 22
OPENING DAY KEYNOTE
8:00am - 8:50am • The proliferation of digital touchpoints and changes in consumer behavior have increased the demand for enterprises to orchestrate content experiences that engage consumers, employees and ultimately convert business value. Chuck Gahun will explore digital experience, content engagement and generative AI advances that are shaping the future
CHUCK GAHUN PRINCIPAL ANALYST, FORRESTER RESEARCH OPEN TO ALL ATTENDEES
MONDAY MAY 22
BIRDS OF A FEATHER LUNCHEON
12:00pm - 1:00pm • They say birds of a feather flock together, and there’s no better place to flock than lunch with colleagues who know what you do for a living, share similar interests and understand your unique challenges. Attendees will sit at designated tables based on their pre-selected networking group to promote optimal interaction.
OPEN TO CONFERENCE ATTENDEES, SPEAKERS & EXHIBITORS WITH F&B PASS ONLY
MONDAY MAY 22
TRIPLE D EXHIBIT FLOOR RECEPTION
TUESDAY MAY 23
4:00pm - 6:00pm
• This is our version of the Queen's Gambit, i.e., our opening move, with the Exhibit Floor and your first opportunity to meet 45 industry-leading companies for the first time in a relaxed and informal setting while sharing a cocktail or two and some great food.
OPEN TO ALL ATTENDEES
12:30pm - 2:00pm • You’ve had a busy morning and a lot on your proverbial plate. So, we wanted to make your day a little easier and put some real food on that plate. Consider it a working lunch: Spend time finding that perfect solution while having in-depth conversations with our exhibitors.
OPEN TO ALL ATTENDEES
TUESDAY MAY 23
CLOUD BAR ROOFTOP RECEPTION
5:00pm - 6:30pm • David Burke’s famous Cloud Bar, which sits atop the Le Méridien, is surrounded by the lights of Charlotte’s skyline. Attendees can sip on a signature cocktail while enjoying uptown Charlotte’s best sunset views and light bites from world-renowned celebrity chef David Burke.
SPONSORED BY
OPEN TO CONFERENCE ATTENDEES, SPEAKERS & EXHIBITORS WITH F&B PASS ONLY
WEDNESDAY MAY 24
PLATINUM WAKE-UP BREAKFAST
8:00am - 8:50am • Checkmate! We know it’s been a busy few days, and we want to kick off your last day with a healthy breakfast before you attend our closing workshops.
OPEN TO PLATINUM CONFERENCE ATTENDEES, SPEAKERS & EXHIBITORS WITH F&B PASS ONLY
Microsoft Syntex content services bring next-generation AI, management, and automation to the business processes at the center of every organization.
With Syntex:
• Enhance the value of your content
• Manage content at scale
• Build content-driven apps
To learn more, stop by the Microsoft Booth #303 or visit: aka.ms/Syntex
Elevate your customer experience and increase conversions by deli vering a personalized, intuitive, and multi-channel digital enrollment journey.
In this session, learn how to create intuitive and accessible customer-facing digital forms that enhance the customer experience.
Monday May 22 10 AM - 10:50 AM
In this session, learn how to create an actionable migration plan to efficiently evolve with customer experience demands.
Tuesday May 23 10 AM - 10:50 AM
REGISTRATION
SYMPHONY BALLROOM
SPECIAL EVENTS
• KEYNOTE
• BIRDS OF A FEATHER LUNCHEON
• GENERAL SESSIONS
• USER EXPERIENCE DESIGN: MECKLENBURG 3
• COMMUNICATIONS TECHNOLOGY: MECKLENBURG 2
• DIGITAL TRANSFORMATION: MECKLENBURG 1
• INTELLIGENT CONTENT: GOVERNOR'S 1-2
• FORMS TECHNOLOGY: GOVERNOR'S 3-4
• BEST PRACTICES: GOVERNOR'S 5
• CUSTOMER COMMUNICATIONS: MECKLENBURG 3
• CUSTOMER EXPERIENCE: MECKLENBURG 2
GOVERNOR'S
• INFORMATION MANAGEMENT: MECKLENBURG 1
• AI & HYPERAUTOMATION: GOVERNOR'S 1-2
• FORMS TECHNOLOGY: GOVERNOR'S 3-4
• WORKSHOP 110: MECKLENBURG 3
• WORKSHOP 210: MECKLENBURG 2
• WORKSHOP 310: MECKLENBURG 1
• WORKSHOP 410: GOVERNOR'S 1-2
workshops being offered.
Creating, mapping and tracking seamless journeys across web, videos and documents
COMMUNICATIONS TECHNOLOGY
Modernizing your communications technology stack to supercharge interactions, power deeper insights and increase ease of use
DIGITAL TRANSFORMATION
Navigating the digital landscape to unlock the full potential of digital transformation faster, better and smarter
INTELLIGENT CONTENT
Connecting documents, processes and data with context for the 360-degree content picture
FORMS STRATEGY
Delivering forms-related services to your organization and understanding the specific concerns of a forms management department
BEST PRACTICES
Leveraging tried-and-tested methods to reengineer content experiences for your customers to achieve desired business outcomes and ROI
CUSTOMER COMMUNICATIONS
Taking personalized communication experiences to the next level with your customer communications strategy
CUSTOMER EXPERIENCE
Boosting consistent and intelligent customer interactions across the organization
INFORMATION MANAGEMENT
Designing, developing, managing and using information assets to enhance employee and user experiences
AI & HYPERAUTOMATION
Delivering AI-powered decision making, data-driven insights and next-generation automation in the real world
FORMS TECHNOLOGY
Enhancing forms-driven user experiences using collaborative technologies to support organizational business processes
Not sure if a specifi c session is geared to you?
We’ve tagged each session based on “Primary Area of Interest,” which helps you easily identify sessions focused on what you do. Build your own learning experience or follow a specific Learning Pod—the choice is yours!
DSF ’23 Charlotte features 11 dedicated Learning Pods. You can follow a specific Pod or create your own learning experience by choosing from any of the sessions and
The #1 media for helping businesses improve, manage and transform their customer communications, content and strategies to increase customer engagement and enhance their customer experience
MONDAY I MAY 22 8:00AM - 8:50AM
LOCATION: CAROLINA BALLROOM
SETTING YOUR VISION FOR 2027:
SPEAKER: CHUCK GAHUN – FORRESTER RESEARCH
The proliferation of digital touchpoints and changes in consumer behavior have increased the demand for enterprises to orchestrate content experiences that engage consumers, employees and ultimately convert business value. In this exclusive kick-off keynote, Forrester Principal Analyst Chuck Gahun will explore digital experience, content engagement and generative AI advances that are shaping the enterprise of the future.
MONDAY I MAY 22 3:10PM - 4:00PM
300 GENERAL SESSION – LOCATION: CAROLINA BALLROOM
SPEAKERS: JAMES WATSON – DOCULABS • CURTISS SPINKS – TIAA
In this real-world fireside chat, we’ll highlight the challenges and opportunities of improving the customer experience within the retirement investment industry. Join Doculabs President James Watson for his intimate sit-down with Curtiss Spinks, the head of retirement operations and shared services at TIAA, for an insightful conversation on how digitization and intelligent automation can transform your operations. They will also share their insights on the critical role content plays in digital customer journeys (chat bots, for example) and the importance of structuring content to take advantage of automation.
TUESDAY I MAY 23 9:00AM - 9:50AM
500 GENERAL SESSION – LOCATION: CAROLINA BALLROOM
SPEAKERS: ALAN PELZ-SHARPE – DEEP ANALYSIS • CHRIS MCNULTY – MICROSOFT
The information management and automation technology industry has been around for over 30 years. However, the last five years have seen more change than in the previous two decades, and the next five years will likely be revolutionary. In Day Two’s kick-off session, join Deep Analysis Founder and technology research luminary Alan Pelz-Sharpe and Microsoft Director of Product Marketing Chris McNulty for an intimate, honest and thoughtprovoking discussion on what lies ahead for both individuals and organizations alike. In particular, these two technologists will discuss the potential impact of artificial intelligence and blockchain on the ways we currently manage and automate information, the advances and advantages of new technologies and, maybe most importantly, their limitations and drawbacks as well.
WEDNESDAY I MAY 24 9:00AM - 12:00PM
WORKSHOP 110 – LOCATION: MECKLENBURG 3
INSTRUCTORS: MIA PAPANICOLAOU & LIZ STEPHEN – CHAMELEON COLLECTIVE
SPONSORED BY:
To remain competitive, enterprises must prioritize improving the customer experience of their communications or face mounting pressures of customer churn, reduction in wallet share and poor customer sentiment. Having both a near- and long-term digital communications strategy is key to remaining relevant and improving your overall customer experience. In this workshop, independent digital communication consultants Mia Papanicolaou and Liz Stephen will share their proprietary Digital Communications Maturity Assessment, what it entails and why it is the first step in creating or enhancing your customer communications management (CCM) and customer experience management (CXM) strategy. Enterprise executives will learn the value derived from the assessment and how it can inform quick and long-term wins to help increase your organization’s digital maturity. Note: This workshop is exclusive for end user attendees only. No vendors, consultants or service providers will be allowed to attend
BONUS At the conclusion of the workshop, you will receive access to our proprietary Digital Communications Maturity Assessment. Upon completion of the questionnaire, all attendees will receive a complimentary report plotting where your organization currently stands within the maturity framework and what should be considered to move ahead in your digital communications maturity
LEARNING OBJECTIVES:
• Where customer expectations are heading in the near term and how those should inform your CCM and CXM strategy
• How you rank in our Digital Communications Maturity model
• Short- and long-term considerations for your CCM and CXM strategy SESSION
WORKSHOP 210 – LOCATION: MECKLENBURG 2
INSTRUCTOR: JEAN FASCHING – HEART OF THE CUSTOMER
PRODUCED BY:
Customer journey mapping is a foundational element of customer experience strategies and programs. It helps you understand the current state, “Moments of Truth,” friction points and emotions that motivate your customers' actions during each stage of their experience with your organization. This tool is the cornerstone of an effective customer experience program. In this workshop, attendees will be guided through Heart of the Customer's proprietary approach to customer journey mapping and how to use it to create customer-focused change that leads to measurable results. Through applied journey mapping exercises, real-world data visualizations and a case study from YMCA of the North, attendees will learn how to discover behavioral personas, where to prioritize your effort and key steps to build your strategic journey mapping initiative.
LEARNING OBJECTIVES:
• Understand what customer journey mapping is and when to utilize it
• Scope a customer journey mapping initiative using the five-question approach
• How to apply Heart of the Customer's three-phase approach for customer journey mapping for action
WEDNESDAY I MAY 24 9:00AM - 12:00PM
WORKSHOP 310 – LOCATION: MECKLENBURG 1
INSTRUCTOR: RICHARD MEDINA – DOCULABS
PRODUCED BY:
Intelligent document processing is the artificial intelligence (AI)-based capture, understanding and automation of documents and data. It combines AI, capture from all sources, robotic process automation (RPA), an alphabet soup of other AI-based technologies and next-generation workflow—all to create intelligent automation that’s worthy of the name. In this hands-on workshop, Doculabs co-founder Richard Medina will break down the intelligent document processing journey into a realistic roadmap. Attendees will leave this class with a clear step-by-step process to successfully implement intelligent document processing in their organizations for real business outcomes.
LEARNING OBJECTIVES:
• Understanding the capabilities, approaches, vendors and solutions for intelligent document processing
• How to build the business case for intelligent document processing (templates provided in class)
• Evolving and optimizing your intelligent document processing and automation program
WORKSHOP 410 – LOCATION: GOVERNOR'S 1-2
INSTRUCTORS: RAY KILLAM – ESSOCIATES GROUP MARGARET TASSIN – FORMS DOC KELLY HALSETH – ALBERTA HEALTH SERVICES
PRODUCED BY:
In this workshop, we’ll discuss six topics of specific interest to forms management programs, including what each is, why it’s important, highlights and pitfalls. A brief presentation gives room for extensive Q&A and audience interaction for each topic. We’ll hit the highlights, and you bring the questions or specific problems related to this topic. Each topic will be limited to 30 minutes.
TOPICS OF DISCUSSION:
• Forms Definitions and Standards
• Forms Management Taxonomy
• Container Design
• Conducting a Call for Forms
• Developing a Forms Style Guide
• Electronic Signatures
The #1 media for helping businesses improve, manage and transform their customer communications, content and strategies to increase customer engagement and enhance their customer experience
MONDAY I MAY 22 9:00AM - 9:50AM
101 USER EXPERIENCE DESIGN – LOCATION: MECKLENBURG 3
SPEAKER: PATRICK KEHOE – MESSAGEPOINT
Customers today expect personalized, dynamic experiences across a wide range of channels. Yet, organizations are challenged to deliver. With so many platforms to support, each offering different personalization options and content management approaches, it is nearly impossible to build cohesive experiences across printed documents, the web, mobile apps, video, chatbots, etc. This session will uncover best practices for centralizing control over customer experiences across channels to drive dynamic interactions, deepen personalization and provide context and relevancy—all while avoiding the operational chaos that comes with expanding channels.
LEARNING OBJECTIVES:
• What great next-gen customer experiences look like and how to ensure cohesion across channels
• How to maximize efficiency and control when adopting new communication channels
• How to drive consistent personalization and relevancy in all experiences regardless of the capabilities of each channel
201 COMMUNICATIONS TECHNOLOGY – LOCATION: MECKLENBURG 2
MODERATOR: MARY ANN ROWAN – SOLIMAR SYSTEMS
PANELISTS: BRIAN COX – RRD
SHAYNE HUSTON – MAIL COMMUNICATIONS GROUP
MICHAEL ZIMMERMAN – STATE OF WASHINGTON DEPARTMENT OF ENTERPRISE SERVICES
Organizations continue to be strained by labor, consumables (such as ink, toner and paper) and customer expectations for speedy delivery. These challenges punctuate the growing problem of not having enough people to complete our highly manual tasks and processes. However, getting quality output to customers is key or organizations risk their customer experience and satisfaction. In this session, panelists will share how they are overcoming these challenges with technology, from the inception of the document to delivery across channels. They will also share how oversight and partnerships with vendors are key levers for success.
LEARNING OBJECTIVES:
• Opportunities for automation in your document strategy
• Specific bottlenecks to target for quick optimizations
• Strategies and metrics for vendor evaluation and oversight
301 DIGITAL TRANSFORMATION – LOCATION: MECKLENBURG 1
STUDY
SPEAKER: KRISTIN KRAUSE – NORTHWESTERN MUTUAL
In this session, hear how Northwestern Mutual is elevating and enabling the field experience to deliver enhanced client experiences. Attendees will learn how to best align on the future intended state to achieve shared outcomes, build a strategic roadmap and prioritize resources and objectives, including sales cycle mapping, design principles, strategic planning and stakeholder alignment on outcomes.
LEARNING OBJECTIVES:
• Best practices for creating field experience objectives and key results (OKRs) that drive customer experience outcomes
• How to focus on the end-to-end experience
• How to integrate the advisor role into the client experience
401 INTELLIGENT CONTENT – LOCATION: GOVERNOR'S 1-2
MODERATOR: RICK TUCKER – DOCULABS
PANELISTS: CHRIS CANADAY – NORTHWESTERN MUTUAL
NATALIE FERGUSON – RBC
Your customers don’t want to think, so don’t make them. Often, when we think of the user experience, we think only of design. Yet, the user experience is so much more than that. In fact, it includes every single touchpoint between you and your customer. Those touchpoints most frequently involve your documents, including emails, your website, policy documents, invoices, etc. In this session, you’ll hear from real-world practitioners from the financial and insurance sectors on how they deliver the right content to their customers when they need it.
LEARNING OBJECTIVES:
• Why you need process automation for the user experience
• How to align content with the customer journey
• Real-world tips and strategies to enhance seamless experiences
501 FORMS STRATEGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: RAY KILLAM – ESSOCIATES GROUP
There is an old saying: Forms are like children. Leave them alone long enough, and you will get in trouble. As such, most organizations need a strategic approach to forms management. To execute a successful forms management strategy, it is essential to have a mandate for the program from senior management, and it is the responsibility of the forms manager to prepare this strategic plan for senior management. In this session, we’ll share a methodology to obtain a forms management mandate from senior management.
LEARNING OBJECTIVES:
• Why forms management is a strategic function
• How to develop a plan for your senior management
• The importance of having a strategic plan in the era of apps and electronic forms
601 BEST PRACTICES – LOCATION: GOVERNOR'S 5
SPEAKER: MICHAEL LAMBERT – ALLYANT
The ability to design products, devices, services or environments that can be easily used and accessed by all individuals, regardless of their abilities or disabilities, has wide-ranging implications for today's consumers, your co-workers and enterprise organizations. In this session, we’ll discuss the far-reaching impact of accessibility and the benefits it offers in terms of enhancing customer satisfaction and streamlining digital transformation. We’ll clearly define the scope and context of accessibility and the legal obligations within enterprise organizations, including industry communication trends, business impacts, where to start and lessons learned.
LEARNING OBJECTIVES:
• Clear understanding of the laws and regulations governing accessibility
• Ability to differentiate between what is compliant versus accessible
• Tactical approaches for solving short-term problems and strategies for evolving accessibility in the longer term
MONDAY I MAY 22 10:00AM - 10:50AM
102 USER EXPERIENCE DESIGN – LOCATION: MECKLENBURG 3
SPEAKER: KASPAR ROOS – ASPIRE
In today's business landscape, customer experience (CX) is a key differentiator. Organizations that provide a seamless and personalized customer journey are more likely to succeed in the long run. In this session, we'll explore how setting up a Center of Excellence (CoE) can ensure your customer journeys remain consistent, efficient and impactful, discuss the key components of a successful CoE and find out what type of job roles are required. We will also explore how a centralized CoE should be organized to facilitate decentralized customer communications management (CCM) and customer experience management (CXM) experts in a federated CX model.
LEARNING OBJECTIVES:
• Understanding the benefits of setting up a CoE for the customer journey, including improved customer experience, employee engagement and cost reduction
• How to identify the right people, processes and technologies to support your CoE
• How to get buy-in from senior leadership
SPEAKER: ANDY KELLER – USAA
As customer touchpoints proliferate and new interfaces for one-to-one interactions continue to disrupt traditional messaging channels, organizations will need to transition to more agile, scalable technology solutions to enable their communications. In this session, we will explore how USAA is moving away from their file-based and SOAP API system to a new set of private and public microservices that will allow clients to request, generate and deliver a message across a variety of channels. Attendees will hear how they overcame the complexity and risk associated with modernizing their infrastructure while achieving the benefits of a rapidly evolving microservices architecture.
LEARNING OBJECTIVES:
• How USAA is transitioning to a new set of microservices to deliver messages across a variety of channels
• Best practices for balancing the complex, risky and costly transition of moving away from legacy infrastructure
• Benefits of autoscaling and containerization to simplify support and maintenance
TUESDAY, MAY 23 12:00PM – 3:00PM
Don’t worry about lunch! We got you covered in the Exhibit Hall! This event is open to all!
402 INTELLIGENT CONTENT – LOCATION: GOVERNOR'S 1-2
POWER SESSION
MODERATOR: TOM ROBERTS – DOCULABS
PANELISTS: DAWN CAMBERT – NATIONWIDE INSURANCE
KARI MATTEK – NORTHWESTERN MUTUAL
PRODUCED BY:
Every business has data in nooks and crannies throughout their organization—in file drives, orphaned Teams sites, various cloud repositories, enterprise content management (ECM) systems, etc. At a minimum, this data can have a hidden cost from simply storing it, whether the organization knows it or not. Worse, some of this data could be useful for smarter decision-making or provide greater insights to trigger customer actions. Join this discussion with a panel of real-world practitioners on how they set out to discover their hidden data, uncover hidden gold or get rid of their redundant, outdated or trivial (ROT) information and put it to use for real business outcomes.
LEARNING OBJECTIVES:
• Why and how to get rid of ROT
• The technology tools to mine insights from your data
• How to prevent “dark” data in the future
502 FORMS STRATEGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: ERIC STEVENS – 4POINT
PRODUCED BY:
Many organizations are considering a move from PDFs that look like paper documents to online, responsive and adaptive interfaces for data capture and presentation. In this session, we’ll provide an overview of Adobe Experience Manager Adaptive Forms, show participants the basics of building an adaptive form using Adobe Experience Manager and provide attendees with a set of design guidelines that can be used to make effective and accessible online forms that improve the customer experience.
LEARNING OBJECTIVES:
• Understanding the capabilities of adaptive forms and their benefits
• The design considerations for online forms
• Why you should move to adaptive forms
602 BEST PRACTICES – LOCATION: GOVERNOR'S 5
SPEAKERS: WESLEY DOPKINS & SZILVIA HORVATH – ELO DIGITAL OFFICE - USA
Be it a purchase order, product warranty or employee contract, businesses are handling increasingly complex and high-volume content—both digital and paper. When information is siloed by department or application, accessing it becomes costly and frustrating. In this vendor briefing session, you'll learn about a single-platform digital core for ECM, which streamlines business processes and meetings, enhances collaboration and enables compliance with government and industry requirements. Since 1998, ELO Digital Office has been a leader in digital transformation, helping businesses manage large volumes of content, ensure compliance, enable collaboration, improve efficiency and provide analytical insights—all on a single platform. ELO will demonstrate the newest features in its suite, including meeting management and no-code automation.
LEARNING OBJECTIVES:
• Benefits of a digital core—a single-platform information management solution
• Business solutions applicable to your organization
• Introductory offer of ELO with complimentary setup
MONDAY I MAY 22 11:00AM - 11:50AM
103 USER EXPERIENCE DESIGN – LOCATION: MECKLENBURG 3
SPEAKERS: EDWIN NUIJTEN – NN GROUP • KASPAR ROOS – ASPIRE
Customer experience is critical to the success in the insurance industry, but many large, traditional insurance companies struggle to provide a consistent customer journey due to the complexity and siloed nature of their business. In this session, industry analyst and consultant Kaspar Roos will outline some strategies and best practices for innovating the customer journey in traditional insurance businesses. Attendees will also hear from Edwin Nuijten, head of Customer Communication Management (CCM) at Nationale Nederlanden, the largest insurance company in the Netherlands, on their strategic journey in evolving their customer communications strategy into customer experience management and the lessons learned along the way.
LEARNING OBJECTIVES:
• The challenges facing large, traditional insurance companies when it comes to delivering a consistent customer journey and how these challenges can be addressed
• Effective strategies and best practices for transforming customer communication management (CCM) into customer experience management (CXM)
203 COMMUNICATIONS TECHNOLOGY – LOCATION: MECKLENBURG 2
• The journey of the biggest Dutch insurance company from migrating to upgrading to transforming their CCM strategy to true CXM SESSION FOCUS CCM
PP
SPEAKER: LESLIE CONDUITT – ECLIPSE CORPORATION
Mergers and company acquisitions, new product releases and regulatory changes are just a few things that can impact a company. Although most of these changes are for the better, indicating a company’s growth, they also come at a cost of time, financial investment and personnel resources. In this session, attendees will learn how to easily combat language changes, compliance requirements or brand changes due to a merger or acquisition by designing a single, smart, universal template for your variable information now and in the future.
LEARNING OBJECTIVES:
• How to make content changes without relying on your IT team
• Defining the content “placeholders” for variable information
• Designing a template that examines all variables that impact an organization
303 DIGITAL TRANSFORMATION – LOCATION: MECKLENBURG 1
SPEAKER: BOB FRESNEDA – TCG PROCESS
Organizations have documents entering their enterprise with unstructured content that can be easily converted to actionable business data with the use of technology. In this session, attendees will hear real-world customer stories on how they automated their document-driven processes to improve productivity, gain total visibility and control of all data captured and to enhance the customer experience. Regardless of document type—PDF, image, paper, email or SMS—and whether your data is structured or unstructured, we’ll show you how to take control of your incoming documents using modern technology.
LEARNING OBJECTIVES:
• Evolving your document capture domain to be more than just the first step of a business process
• How to accelerate technology implementation
• Use case examples for onboarding and enrollment, claims, policy administration, AP invoices, orders and customer case management
MONDAY
22
403 INTELLIGENT CONTENT – LOCATION: GOVERNOR'S 1-2
POWER SESSION
MODERATOR: TOM ROBERTS – DOCULABS
PANELISTS: DAWN CAMBERT – NATIONWIDE INSURANCE
KARI MATTEK – NORTHWESTERN MUTUAL
In Part 1 of this power session, our panelists shared the ins and outs for uncovering the organization’s hidden content and data that can be used for better decision-making and to deliver deeper insights. In Part 2, attendees will learn how to put this information to work, realizing all the untapped value hidden in your unstructured data. Our panelists will walk you through the best practices for spinning straw into information gold. This power session concludes with a focused discussion on how to use technologies, like machine learning and sentiment analysis, to gain greater insights into your unstructured information.
LEARNING OBJECTIVES:
• Steps to select the right tool at the right time to convert your unstructured information into actionable data
• Real-world applications for machine learning and sentiment analysis, such as discovering trends in call center log files
• Understanding how to use artificial intelligence (AI)-based tools for the quickest results
503 FORMS STRATEGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: MARGARET TASSIN – FORMS DOC
Many perceive forms management programs as working in isolation, simply drawing lines on paper. Nothing could be farther from the truth. Business forms, whether paper or electronic, begin or end most business processes. In this session, attendees will learn about the critical relationships within an organization that flow through forms management, the roles and benefits to all parties.
LEARNING OBJECTIVES:
• Why a strategy is the foundation of a forms management program
• How the structure of a forms management program affects its relationship with the organization
4
12:00PM – 3:00PM
MONDAY I MAY 22 1:10PM - 2:00PM
104 USER EXPERIENCE DESIGN – LOCATION: MECKLENBURG 3
SPEAKERS: MATT SWAIN & ROSS SOLOMON – BROADRIDGE
With a significant focus on cost savings and internal-facing digital transformation initiatives, companies across vertical markets are failing their customers when it comes to the communications experiences they provide. To keep pace with evolving customer expectations, companies must establish a technology and experience roadmap to elevate these interactions. In this interactive discussion, we will share a roadmap to align your people, processes and technology and provide examples of clients that have transformed their experiences.
LEARNING OBJECTIVES:
• How to conduct a communications ecosystem assessment
• Ways to identify a starting point (i.e., a specific customer journey or micro journey)
• Establishing KPIs to test and learn before expanding
204 COMMUNICATIONS TECHNOLOGY– LOCATION: MECKLENBURG 2
STUDY
SPEAKERS: JR BURNHAM & ARUN NATARAJAN – PROGRESSIVE INSURANCE
Implementing modern technology to deliver connected and seamless communication experiences in a big organization is a complex endeavor, fraught with many challenges along the way. In this session, hear how Progressive Insurance modernized their customer communications management (CCM) system to preview, create/develop templates and produce documents in various formats to be delivered through multiple channels for their claims customers. Attendees will hear an overview of the brand-new infrastructure, implementation challenges they faced, revamped backend processes and client success stories.
LEARNING OBJECTIVES:
• Best practices for modernizing your current CCM channel
• Potential roadblocks and how to overcome them
• Why selecting the right technology partner is key to a successful implementation
304 DIGITAL TRANSFORMATION – LOCATION: MECKLENBURG 1
SPEAKER: STEPHANIE PIERUCCINI – OPENTEXT
The cloud has opened doors of opportunity for thin client tools that empower business users to take more control of the processes typically owned by information technology (IT). Shifting solutions to the cloud allows business users to enable powerful orchestration tools for managing and automating their business processes, breaking down silos through self-managed integration. In this session, we’ll discuss how thin client orchestration tools can help connect disparate systems and improve customer experience and efficiency, from signature acquisition to output management.
LEARNING OBJECTIVES:
• How to assess if your business processes have gaps
• Examples of common business processes connected through customer communications management (CCM) orchestration (i.e., electronic signatures, archive, etc.)
• How the cloud enables end-to-end integration and eliminates disjointed steps found in business processes today
CCM
404 INTELLIGENT CONTENT – LOCATION: GOVERNOR'S 1-2
PANEL
MODERATOR: JAMES WATSON – DOCULABS
PANELISTS: DAWN CAMBERT – NATIONWIDE INSURANCE
KAMAL BOORGHANI – SUN LIFE
PRODUCED BY:
Capture has provided a solid return on investment (ROI) for businesses for decades— automating invoice processing, speeding claims processing and more. Even so, it’s always been limited by processing speed, the complexity of capturing paper documents and the limitations of OCR/ICR engines. In this session, attendees will learn how vendors are improving how they provision capture services (cloud-based and/or on-prem) and hear insights from real-world implementations of app-specific solutions (order-to-cash) and artificial intelligence (AI) and process automation technology.
LEARNING OBJECTIVES:
• What is intelligent document processing?
• How AI tools, like machine learning, are dramatically improving recognition rates and ROI
• Leading-edge implementation tips and advice
504 FORMS STRATEGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: KELLY HALSETH – ALBERTA HEALTH SERVICES
PRODUCED BY:
The forms management landscape has changed significantly over the past couple of decades and will continue to evolve as new data collection methods and technologies are developed. The very idea of a "form" has undergone massive redefinition, and the modalities we use to collect data have made quantum leaps from paper and pen to every digital device you can imagine. So, how do forms management programs, many of which were established when paper was our primary data collection tool, evolve and survive when many believe that forms are dead? This session will explore how Alberta Health Services’ forms strategy and management program, and others, have evolved to meet the changing needs of their organizations.
LEARNING OBJECTIVES:
• Evaluating the skills of forms analysts
• Recognizing opportunities
• Planting seeds with senior leaders
604 BEST PRACTICES – LOCATION: GOVERNOR'S 5
SPEAKERS: PHILIP GYULING & BRIAN GASTEIER – COMPART
Traditional composition practices usually require business users to design very technical processes in a composition tool, resulting in disjointed and confusing templates through an awkward collaboration with their technical teams. Through this process, marketing guidelines and standards are typically lost while moving through siloed communications that look different, feel different and provide significantly different experiences, creating a disjointed customer experience. We’ll discuss the benefits of keeping composition light by separating design and data and focusing on layout, pagination and styling, allowing for adherence to marketing standards and communication automation opportunities.
LEARNING OBJECTIVES:
• A new approach for managing composition and template design in the customer communications management (CCM) process
• How to simplify template design
• Best practices to create complex composition automatically and/or guided interactive customer communications
MONDAY I MAY 22 2:10PM - 3:00PM
105 USER EXPERIENCE DESIGN – LOCATION: MECKLENBURG 3
SPEAKER: MARCI MADDOX – IDC
Customer experience continues to drive an organization's communication strategy with the goal of improving customer satisfaction and digital interactions. An organization’s communications effort will occur across a continuum of connected interactions. However, the form factor and data requirements for personalized communications across channels is ever-changing. In this session, we’ll discuss the changes that are trending in communications across channels and how to optimize your resources (people, processes and systems) to communicate effectively with customers.
LEARNING OBJECTIVES:
• How to shift between form factors, such as traditional channels like print and email to real-time methods like voice and video
• Best practices to leverage customer data better
• How to use augmentation, such as context-aware training, and automation for expediency
205 COMMUNICATIONS TECHNOLOGY – LOCATION: MECKLENBURG 2
SPEAKER: BRYAN TEN BROEK – NORDIS TECHNOLOGIES
Businesses want to reduce costs and make their communications management program more efficient and effective. Gartner found that B2C texting has a 45% higher response rate than direct mail, as more consumers say it’s the best way to reach them. In fact, businesses are getting real results with texting, with one company finding that texting consumers made payments 50% more than those contacted using other communications channels. In this session, learn how to set up a texting channel, how to manage consent and compliance concerns and how to craft a successful SMS message.
LEARNING OBJECTIVES:
• How to cater to customer preferences for receiving communications by mail, email and text
• How to execute on consumer trends in mobile- and digital-first interactions
• How to adopt best practices in billing and payments
305 DIGITAL TRANSFORMATION – LOCATION: MECKLENBURG 1
SPEAKER: ANURAG SHAH – NEWGEN SOFTWARE
Transformational automation demands leveraging better and smarter content. However, enterprises are facing an increasing variety of content that plays a vital role in the customer journey. This will require automated document ingestion, data extraction and triggering the respective processes along the customer journey. In this session, hear how a leading insurance company transformed more than 150 workflows from legacy applications and modernized four legacy content repositories leveraging NewgenONE. Attendees will learn how to create an enterprise-wide repository of documents for consumption across processes.
LEARNING OBJECTIVES:
• How to automate at scale and orchestrate across packages and systems
• Linking content and processes to deliver on communication journeys
• Embedding intelligence via artificial intelligence for continuous business innovation in the cloud
SESSION FOCUS
405 INTELLIGENT CONTENT – LOCATION: GOVERNOR'S 1-2
MODERATOR: RICK TUCKER – DOCULABS
PANELISTS: NANCY GREEN – METLIFE GEOFF ELLIS – ALLY FINANCIAL
The information technology (IT) talent gap is real and not going away anytime soon. IDC predicts that, through 2024, shortcomings in critical skills will prevent 65% of businesses from achieving the full value from cloud, data and automation investments. Research from Protiviti rates an inability to attract and retain IT talent as the biggest risk to companies in 2023 (and through 2032). In this real-world panel discussion, learn how to be in the other 35%! Join us to discover the tips for upskilling your current staff and how to mitigate the lack of bodies to fill your open positions.
LEARNING OBJECTIVES:
• How to outsource to effectively maximize your in-house resources
• How shifting to cloud content services can alleviate pressure on in-house staff
• How to use low-/no-code tools effectively to supplement IT professionals
505 FORMS STRATEGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: MARGARET TASSIN – FORMS DOC
Management reporting is important for all business units. Forms management programs may find it difficult to determine what to report on and how to obtain the data they need. In this session, attendees will learn how to address this issue and how this data can be used to make strategic decisions.
LEARNING OBJECTIVES:
• The kind of data you should be collecting
• How to collect that data
• How to use your data strategically
605 BEST PRACTICES – LOCATION: GOVERNOR'S 5
SPEAKER: AYELET SZABO-MELAMED – XMPIE
In this session, we’ll explore the critical ingredients for generating high-value, rich-media, omnichannel personalization (including personalized images, personalized videos and graphically complex layouts) across the entire customer journey, no matter how large the audience. We’ll identify the obstacles to achieving a seamless customer experience and how to overcome them, whether you’re planning an on-demand campaign for one, batch-generated for millions or triggered by customer actions and artificial intelligence (AI) calls.
LEARNING OBJECTIVES:
• How to use creative variability strategies to reach your audience of one or millions
• The must-have technologies to consider when planning high-value customer experiences
• How to prioritize design, data and personalization delivery during customer experience planning
TUESDAY I MAY 23 10:00AM - 10:50AM
106 CUSTOMER COMMUNICATIONS – LOCATION: MECKLENBURG 3
SPEAKER: GARY GREGG – FIS
Coming out of the pandemic and into a state of economic and political uncertainty has left many enterprises with the challenge of cutting costs to remain in good financial position. However, investing in continued digital transformation around customer communications ultimately positions companies to navigate the waves of change more effectively by delivering better experiences and entrenching relationships with customers. This session, we will highlight the critical digital trends for your communications strategy, what to consider when looking at upgrading and investing in modern technologies and processes and present a real-world case study of how a large US insurer and financial advisor moved to a digital-first, cloud solution for their next-generation customer journey initiative.
LEARNING OBJECTIVES:
• How to create a holistic digital transformation strategy that will impact the customer experience
• Steps to modernize your legacy customer communications management (CCM) systems and complex processes to navigate digital-first customer expectations
• How to identify the right partners and technology solutions for your communications strategy
206 CUSTOMER EXPERIENCE – LOCATION: MECKLENBURG 2
POWER SESSION
MODERATOR: GREG KIHLSTROM – GK5A
The ever-changing business landscape has forced companies to find new ways of engaging customers, providing superior experiences and staying ahead of their competition. Consumers have become increasingly sophisticated, expecting a level of service that meets their individual needs and wants. This means that businesses must be prepared to adapt and evolve in order to remain successful. In this interactive group discussion, we’ll share how to overcome internal and external obstacles, how to prioritize efforts and how to create agile, iterative approaches to reach a goal. Attendees will learn from their peers and from real-world industry changemakers on how to propose and implement change initiatives that lead to better customer experiences (CX) within an organization.
LEARNING OBJECTIVES:
• Ways to think about prioritization of efforts
• Approaches for starting small and building towards a larger CX goal
• Best practices to get executive, stakeholder and team buy-in
306 INFORMATION MANAGEMENT – LOCATION: MECKLENBURG 1
SPEAKERS: RYAN SEMANCHIK – TRANSFORMATIONS SKEET SPILLANE – ULURO
With new compliance laws continuing to appear, the enormous risk of ransomware and the penalties increasingly becoming more expensive, every organization is looking for ways to decrease the risk associated with safeguarding their confidential data. However, simply creating a plan won’t prevent a data breach if information systems are unprotected. In this session, we’ll discuss how to invest in the right processes to close any security gaps. Attendees will learn how to first assess where their gaps are and then how to develop a risk mitigation plan for improvement.
LEARNING OBJECTIVES:
• The skills and resources needed to adapt new tactics that thwart more complex and sophisticated attacks
• The stringent requirements to qualify for cyberinsurance
• How to harden your technology platforms
TUESDAY I MAY 23 10:00AM - 10:50AM
406 AI & HYPERAUTOMATION – LOCATION: GOVERNOR'S 1-2
MODERATOR:
TOM ROBERTS – DOCULABS
PANELISTS: KARI MATTEK – NORTHWESTERN MUTUAL
KAMAL BOORGHANI – SUN LIFE
PRODUCED BY:
The holy grail of process automation is the minimal need for human touch within a process. While there are always exceptions, processing almost all documents within a business process, such as accounts payable, claims and onboarding, is possible—with the right tools and approaches. In this panel discussion, attendees will learn how companies like Northwestern Mutual and Sun Life Financial are getting closer to the dream of straight-through document processing.
LEARNING OBJECTIVES:
• How to set up your capture and document processing program to maximize straight-through processing
• Where robotic process automation still fits—and where it may never
506 FORMS TECHNOLOGY – LOCATION: GOVERNOR'S 3-4
• How artificial intelligence (AI) tools can enable straight-through processes SESSION FOCUS FM
SPEAKER: ERIC STEVENS – 4POINT
PRODUCED BY:
Many organizations continue to use end-of-life, legacy applications to generate forms and documents. Even if they have upgraded their systems, they are still treating their current solutions as if they are legacy applications. In this session, we’ll review the dangers and risks associated with continuing to use end-of-life applications, provide information on how to plan a migration and show how simply moving your old forms and documents to a new version does not improve the customer experience or allow the organization to take advantage of new capabilities or technologies
LEARNING OBJECTIVES:
• Why using older versions of Adobe Forms products is dangerous
• How to plan for a migration
• Benefits of new versions of Adobe Experience Manager
BIRDS OF A FEATHER
MONDAY, MAY 22 12:00PM – 1:00PM
Break bread with colleagues at specially designated tables to help you connect with like-minded professionals who do what you do for a living. Open to conference attendees, speakers and exhibitors with F&B Pass only.
TUESDAY I MAY 23 11:00AM - 11:50AM
107 CUSTOMER COMMUNICATIONS – LOCATION: MECKLENBURG 3
SPEAKER: AVI GREENFIELD – QUADIENT
Customer communications management (CCM) teams never get the budget they need to do a great job. They're succeeding despite the lack of investment made in them, rather than because of it. In this session, we'll look at why this problem exists and offer practical advice on how CCM leaders can transform the way that they approach the subject of customer communications to deliver real transformational results for their company.
LEARNING OBJECTIVES:
• How to think differently to get the budget you need
• The three golden rules for communicating with a customer
• Defining and measuring value beyond the initial sale
207 CUSTOMER EXPERIENCE – LOCATION: MECKLENBURG 2
POWER SESSION
MODERATOR: GREG KIHLSTROM – GK5A
Change is hard, and transforming your organizational culture to lead with a customercentric mindset can be a major undertaking. However, delivering consistently great customer experiences depends on a structured approach—instead of just being a flash in the pan. In Part 2 of our interactive roundtable discussion, we will explore the importance of instilling customer experience (CX) governance, how to identify accountability across specific teams and individuals and ensuring objectives are met and acted upon. Attendees will learn how CX governance can enable effective decision-making and act as a catalyst for change management.
LEARNING OBJECTIVES:
• Why governance is so important for consistently great customer experiences
• Key approaches to build best-in-class customer experience (CX) governance
307 INFORMATION MANAGEMENT – LOCATION: MECKLENBURG 1
• Key operational metrics of success for CX governance SESSION FOCUS
STUDY
SPEAKER: CONSTANCE SCHUMACHER – ARGONNE NATIONAL LABORATORY
In this session, you'll hear how the Argonne National Laboratory created its organizational taxonomy within the Enterprise Service Business architecture framework. To integrate disparate information platforms across the Laboratory and to standardize the creation, retrieval and reuse of information resources, attendees will hear how Argonne National Laboratory created an organizational map and standardized names, cost centers and ownership roles to support information capture, assessment and maintenance at the firm.
LEARNING OBJECTIVES:
• How to standardize the organization of information for effective retrieval
• How to assign responsibilities for information resources within a corporate body
• How to incorporate mapping, retention schedules and file plans to assist document protection
407 AI & HYPERAUTOMATION – LOCATION: GOVERNOR'S 1-2
MODERATOR: JAMES WATSON – DOCULABS
PANELISTS: LISA WEAKLEY – EXCELLUS HEALTH PLAN
JAY WOOD – BNY MELLON
Your voice, chat and video assets no longer need to be black boxes. Unlock them with artificial intelligence (AI). While we are a long way from iRobot and Skynet, AI is real, and it works. In this interactive panel discussion, we’ll take a look at the different use cases of AI technology from the insurance, healthcare and financial sectors to help you better understand and service your customers.
LEARNING OBJECTIVES:
• The differences between machine learning, natural language processing and deep learning
• How to use AI to determine customer intent
• Real-world implementation tips
507 FORMS TECHNOLOGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: KELLY HALSETH – ALBERTA HEALTH SERVICES
BY:
In this session, we’ll cover the different types of data and the best practices for collecting each type. We’ll outline the basic tactics in crafting questions that elicit quality data for your organization’s forms. We’ll look at what makes a good question versus a poor one and how form-fillers interpret and respond to certain kinds of questions. Attendees will gain a better understanding of the different sources and uses for data and how data collection has moved "beyond the form."
LEARNING OBJECTIVES:
• How to craft better questions to collect better data
• The different types of data, including structured, semi-structured and unstructured, when to use each and the advantages/disadvantages of each type
• How to use metadata to enhance your understanding of enterprise information
Unwind with fellow attendees after a busy day and experience a one-of-a-kind panoramic view of the Charlotte skyline while enjoying cocktails and hors d’oeuvres. Open to conference attendees, speakers and exhibitors with F&B Pass only.
TUESDAY I MAY 23 3:10PM - 4:00PM
108 CUSTOMER COMMUNICATIONS – LOCATION: MECKLENBURG 3
SPEAKER: CHRIS MURPHY – SMART COMMUNICATIONS
For organizations today, the ability to adapt, change and succeed in rapidly evolving, ambiguous and turbulent environments is becoming an area of keen interest. Customer communications management (CCM) practices, however, are often constructed in ways that prevent organizations and departments from being able to adapt and change quickly—with fixed processes, rigid design practices, long change backlogs and an inability to respond to changing market conditions and customer preferences. In this session, we'll explore ways in which organizations can begin to instill agility as a key pillar of their CCM strategy.
LEARNING OBJECTIVES:
• How to select content that can benefit from centralization and modularization
• Implementing automated processes to promote self-service or customer-initiated conversations
• How agility can ensure business continuity during times of disruption
208 CUSTOMER EXPERIENCE – LOCATION: MECKLENBURG 2
SPEAKERS: BRIAN COX & NICHOLAS MICHEL – RRD
Many companies struggle to implement a true customer experience management (CXM) communication platform because they lack the understanding of what is required for data aggregation and orchestration, effective communication design, customer preferences and expectations and effective digital delivery options. In this session, we’ll showcase a real-life experience in implementing an end-to-end communication transformation for a Fortune 100 company—starting with the optimization of the experience with feedback from real customers and prospects, state-of-the-industry design and implementation of both digital and print delivery.
LEARNING OBJECTIVES:
• How engaging consumers with your communications can help you identify the customer experiences that you may not see internally
• How to implement a true CXM platform into your business and avoid the pitfalls that cause other companies to fail
• The system requirements to create a true CXM platform
308 INFORMATION MANAGEMENT – LOCATION: MECKLENBURG 1
SPEAKER: VINCENT BAILEY – OVITAS
Enterprise content management (ECM) is not just a technology—it’s a comprehensive strategy of how an organization will manage its information, today and in the years to come. As content, people and processes continue to evolve, organizations will need to incorporate new technologies and strategies. In this session, we’ll discuss the need for organizations to analyze and adjust their approaches for managing their enterprise content. This session will provide attendees with details about what information to collect to assess their current ECM strategy.
LEARNING OBJECTIVES:
• Understanding the value of ECM systems and future innovations in this technology space
• A real-world ECM assessment to continually examine your people, processes and technology for better information management
• New technologies and strategies to manage the evolving state of content
408 AI & HYPERAUTOMATION – LOCATION: GOVERNOR'S 1-2
MODERATOR: JAMES WATSON – DOCULABS
PANELISTS: GEOFF ELLIS – ALLY FINANCIAL
JAY WOOD – BNY MELLON
Employees spend too much time looking for the information they need to do their jobs. When you automate a business process, you put the right documents in front of workers at the right time. While artificial intelligence (AI) tools have come a long way in quickly recognizing and making sense of our documents and their contents, they still lack the context of all the information we already have throughout the enterprise. Join this interactive discussion with technologists from the financial services industry on how to create a 360-degree customer view with advanced document management processes, process automation and contextual AI technologies.
LEARNING OBJECTIVES:
• Best practices for creating process-focused solutions
• Real-world applications of process automation and AI-enabled content services platforms
• Why a focus on routing documents remains key for a return on investment (ROI)
508 FORMS TECHNOLOGY – LOCATION: GOVERNOR'S 3-4
SPEAKER: ALAN PELZ-SHARPE – DEEP ANALYSIS
PRODUCED BY:
It’s comforting to think about business processes in simple terms: a beginning, a middle and an end—all nicely mapped out and, where possible, automated, but that’s not business reality. Most business processes consist of poorly coordinated hand-offs, sub-processes and tasks, all running across multiple different information technology (IT) systems. The modern technologies available today to automate these processes—be it artificial intelligence, machine learning, robotic process automation, decision intelligence or blockchain—are incredibly advanced, but firms struggle to implement even the simplest of business changes. We’ll explore some common business processes, the opportunities and pitfalls of automating those processes and the data collection and data presentation required within those processes.
LEARNING OBJECTIVES:
• Where opportunities exist for automation
• Why automation isn't the whole answer
• Misconceptions about processes and automation in today’s world
MONDAY, MAY 22 4:00PM – 6:00PM Enjoy drinks
d'oeuvres as you meet our exhibitors for the first time. This event is open to all!
TUESDAY I MAY 23 4:10PM - 5:00PM
109 CUSTOMER COMMUNICATIONS – LOCATION: MECKLENBURG 3
PANEL
MODERATOR: TOM ROBERTS – DOCULABS
PANELISTS: NANCY GREEN – METLIFE
AARON HORSFIELD – UPMC HEALTH PLAN
LESLIE SAPIENZA – PRUDENTIAL FINANCIAL
Customer communications management (CCM) plays a crucial role in ensuring a seamless and consistent experience across all channels by providing timely, relevant and personalized interactions that meet the needs and expectations of customers. However, the landscape of CCM has vastly changed since its inception over 30 years ago. CCM professionals must now juggle the need for hyper-personalized content, modern solutions and capabilities, privacy requirements and constantly evolving channels of communication. Join this finale conversation with our Advisory Board members on how they are combatting these industry disruptors and how they are preparing for the next evolution of CCM in the future.
LEARNING OBJECTIVES:
• How to ensure successful adoption of your CCM solutions
• Key lessons learned for a successful CCM technology implementation
• Setting communication objectives and key results (OKRs) to increase digital maturity
209 CUSTOMER EXPERIENCE – LOCATION: MECKLENBURG 2
SPEAKER: HARVEY GROSS – CRAWFORD TECHNOLOGIES
Providing a superior customer experience is more than an attractive website that makes it easy for customers to buy goods and services. It’s all about delivering the right information at the right time in their preferred format. Customers may prefer to have different documents delivered by different methods, and they change those preferences over time. Providing this flexibility is problematic when communication systems are designed to only deliver printed documents. In this session, attendees will hear how a global company established a database that designated the preferred delivery method to create electronic communications based on preference.
LEARNING OBJECTIVES:
• The difference between consent management and customer preference management
• The importance of managing the address of record versus multiple addresses and methods for delivery
• How to augment existing legacy customer communications systems to drive a seamless customer experience across multiple channels SESSION
309 INFORMATION MANAGEMENT – LOCATION: MECKLENBURG 1
SPEAKER: PETRA BECK – INFOSOURCE
Information capture and intelligent document processing (IDP) is often handled by the operations team with a focus on cost and process efficiency. At the same time, the customer-focused teams struggle with the increasing expectations of consumers and the growing willingness to change suppliers. In this session, we’ll highlight the direct impact of IDP on the customer experience in real-world use case examples. This talk will offer analyst data showing market dynamics and best practices to drive customer experience through deploying state-of-the-art solutions.
LEARNING OBJECTIVES:
• Why the seamless ingestion of omnichannel inputs has a significant impact on meeting customer expectations
• How to use straight-through processing as a key metric to monitor customer satisfaction
• How robotic process automation (RPA) technology can be a game changer in contact centers to drive customer loyalty
409 AI & HYPERAUTOMATION – LOCATION: GOVERNOR'S 1-2
MODERATOR: RICK TUCKER – DOCULABS
PANELISTS:
NATALIE FERGUSON – RBC LISA WEAKLEY – EXCELLUS HEALTH PLAN“Hyperautomation with Intelligent Document Processing… Business Process Management… Robotic Process Automation… Automated Governance and Integration…” What do these terms even mean? This kind of “buzzword stuffing” is all too common in software and consultant marketing. Worse, they often distract from the very real business value these tools can deliver when implemented correctly. In this panel discussion, we’ll show how you can steer the C-suite away from these bright and shiny buzzwords, deliver realistic expectations of technology implementations and provide real-world examples of extracting true business value from your technology investments.
LEARNING OBJECTIVES:
• How to get beyond the buzzword to identify the business value of technology
• The hot buzzwords of today
• What’s real versus what’s hot air
509 FORMS TECHNOLOGY – LOCATION: GOVERNOR'S 3-4
SPEAKERS: NATHAN CHRISTEN & SALMAN RIZVI – OPENTEXT
In today's digital landscape, businesses must focus on creating data-driven and interactive experiences that deliver a rich and personalized customer experience (CX). Dynamic forms, which incorporate advanced features such as conditional logic, predictive text and data pre-filling, can be an effective tool for achieving these CX goals. In this session, you’ll learn how enhanced, data-driven customer experiences and customer journeys can be realized for critical business workflows, such as onboarding, across multiple touchpoints. Attendees will hear how CIBC built their onboarding application with Smarter Forms, leveraging profile data and optimization of information capture, for increased customer experience and higher conversion rates.
LEARNING OBJECTIVES:
• How to define the information flow, data sets required, inputs and outputs
• How to deploy using interactive components
$1,000 and help raise money for St. Jude Children’s Research Hospital. For every Exhibit Hall stamp you collect... We Donate $1.00! Must be present in the Exhibit Hall on Tuesday, May 23 to win.
4Point is a leading services and solution provider for Adobe Experience Manager, Marketo and related solutions. As an Adobe Gold Solution Partner with specializations in Adobe Experience Manager Forms and Sites, we work with major organizations to help them automate their processes, improve their customer experiences and reduce their operating costs. For more information and to see how we can help you please contact us at sales@4point.com.
800.915.9430
Adobe is changing the world though digital experiences. We help our customers develop and deliver high-impact experiences that differentiate brands, build loyalty, and drive revenue across every screen, including smartphones, computers, tablets and TVs. Adobe content solutions are used daily by millions of companies worldwide—from publishers and broadcasters, to enterprises, marketing agencies and household-name brands. Building on our established design leadership, we enable customers not only to make great content, but to manage, measure and monetize it for maximum impact.
416.687.5381
Messagepoint is a leading provider of customer communications management software. Only Messagepoint harnesses AI-powered Content Intelligence to automate and simplify the process of migrating, optimizing, authoring and managing complex customer communications for non-technical (business) users. Customers rely on its award-winning platform to consistently deliver exceptional, highly personalized customer communications across all platforms and channels. For more information, visit messagepoint.com.
855.270.0615 microsoft.com
Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more.
800.499.6544
OpenText, The Information Company,™ enables organizations to gain insight through market leading information management solutions, on-premises or in the cloud. Contact us opentext.com/exstream#form
Meet with the “Who’s Who” of industry-leading solution providers focused on communications, customer engagement, data, business process and digital transformation all under one roof.
312.433.7793
$1,000 and help raise money for St. Jude Children’s Research Hospital. For every Exhibit Hall stamp you collect... We Donate $1.00! Must be present in the Exhibit Hall on Tuesday, May 23 to win.
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on Intelligent Communication Automation, Parcel Locker Solutions and Mail-Related Solutions. Quadient helps hundreds of thousands of customers worldwide simplify the connection between people and what matters. Quadient Inspire helps companies create nimble, effective, and unified customer communications for all digital and print channels, managed from a single, central platform with simple drag and drop layout design, to deliver a complete omnichannel customer experience that spans the entire customer journey.
Smart Communications™ is the only provider of a customer conversations management platform. Built from the cloud up, we help enterprises deliver SMARTER conversations across the entire customer lifecycle – and at scale – and empower them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation.
TCG Process is an international organization solving document and data driven process challenges with its DocProStar platform, digitizing and automating complex processes across enterprises like Banking/Finance, Insurance, Healthcare, Public Administration and their business process outsourcers or shared services organizations. TCG Process' solution DocProStar automates end-to-end processing for document-centric use cases such as account opening, accounts payable or claims management. TCG’s own intellectual property provides a modern, robust and highly scalable platform including Robotic Process Automation (RPA), Artificial Intelligence (AI) and other advanced technologies to achieve a new degree of efficiency in administrative processing. Compliance is built in, and implementation times are shortened due to the platform’s no-code approach and flexible deployment options (private, public cloud, on-premises).
BFMA, or the Business Forms Management Association, formed 60 years ago to address the unique educational and networking needs of forms designers and managers. With today’s technology, the forms function has broadened in scope to include everything from traditional paper forms to electronic data capture and the databases and applications that support it. Even after 60 years, you still won’t find such form-focused resources available from any other group.
Doculabs is a management consulting firm that delivers trusted advice for companies to achieve their digital objectives and goals. We help companies accelerate their digital objectives through a variety of consulting services, including development of strategic vision and roadmaps, business cases, program design, process mining and redesign, technology evaluation, delivery methodology and governance models.
DOCUMENT Strategy Media provides the information, ideas and solutions needed by executives and CX professionals responsible for and challenged with improving their business’ customer experience strategy including the creation and management of content, customer communications and workflow.
We are the world’s premier, most comprehensive Accessibility Solutions Provider, enabling any organization—regardless of size, industry or location— to deliver fully compliant accessible communications, support people with disabilities, and ensure equitable access to information for all. APRYSE
617.982.2646 apryse.com
Apryse, is reimagining the world of documents. With optimized technology and a comprehensive suite of tools, Apryse simplifies even the most complex projects, taking you further, faster. Committed to feature-rich products that are made better, Apryse offers superior document solutions across all applications and enterprise workflows.
866.992.3596 belwo.com
BelWo develops, deploys and manages Customer Communications Management (CCM) solutions for enterprises and print service providers worldwide. As a solutions-focused partner with deep expertise in CCM, enterprises turn to us to support complex CCM initiatives that range from smaller scale document applications to full-scale omnichannel digital experiences. Our mission is to help our client companies meet strategic CCM goals, add value to every customer communication, reduce costs and improve the workflows of mission-critical CCM processes.
BROADRIDGE BOOTH 500
800.353.0103
broadridge.com
Broadridge (NYSE: BR), a $5 billion global fintech leader, provides communications, technology, data and analytics. Our end-to-end communications and customer engagement platform, the Broadridge Communications CloudSM, is trusted by well-known brands to create, deliver and manage 7+ billion essential omni-channel communications annually. It’s time to expect more from your communications.
Meet with the “Who’s Who” of industry-leading solution providers focused on communications, customer engagement, data, business process and digital transformation all under one roof.
905.707.9744
cdpcom.com
$1,000 and help raise money for St. Jude Children’s Research Hospital. For every Exhibit Hall stamp you collect... We Donate $1.00! Must be present in the Exhibit Hall on Tuesday, May 23 to win.
CDP Communications Inc. provides software that; creates compliant User Accessible documents, enables print data stream transformations, and compares print data stream files, in a fraction of the time that a manual process would take.
800.224.6266 cincom.com
From real-time generation of correspondence to fully automated production of statements in batch, Cincom delivers the most-intuitive Customer Communications Management (CCM) solutions in the industry. By streamlining the design, deployment, delivery and management of high-volume, personalized communications (both print and digital), Cincom has helped over 120 organizations around the world acquire, strengthen and expand customer relationships, minimize compliance risks, reduce operating costs and accelerate time-to-market for all their communications.
312.593.0201
compart.com
Since Compart was founded 30 years ago, our team has focused on one goal: making our customers' handling of data, documents, and customer communications reliable and convenient while constantly exceeding their expectations. To achieve that, we develop, sell, and implement scalable, high-performance, and easy-to-integrate software solutions that receive, create, process, check, validate, control, and deliver any type of document, in large numbers and on any communication channel. Automated, standardized, future-oriented.
201.528.4167
contentcritical.com
For over 100 years Content Critical Solutions has supported clients with printing, packaging and mailing services. A leading provider of missioncritical business communications services, Content Critical Solutions provides comprehensive custom solutions for transaction processing, including content management, compliance messaging and reporting solutions. CCS also offers a wide array of professional services such as website marketing portals, customer retention programs, IT custom solutions, inventory management, digital document archives, mailing, warehousing and database management. We pride ourselves on delivering personalized, high-impact communications that help its customers enhance their business performance and improve their revenue stream.
866.379.0864
crawfordtech.com
Crawford Technologies is an award-winning, global provider of software solutions and services that help enterprises optimize and improve the secure and accessible delivery, storage and presentment of their customer communications.
866.475.9876
doxim.com
Doxim is the customer communications management and engagement technology leader serving highly regulated markets, including financial services, utilities and healthcare. We provide omnichannel communications and payment solutions that maximize customer engagement and revenue, while reducing costs. Our software and technology-enabled managed services address key digitization, operational efficiency, and customer experience challenges through a suite of plug-and-play, integrated, SaaS software and technology solutions. Learn more at doxim.com.
678.408.1245
eclipsecorp.us
Eclipse powered by DocOrigin is the solution for generating professional, dynamic, high-fidelity business documents. Whether you need to produce large volumes of invoices or statements, or a single customer letter, our products can handle your requirements quickly, easily, and affordably. You can leverage the data stored in legacy, Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and other line-of-business applications to provide customers, suppliers and employees with documents that contain the right information, in the preferred output formats, delivered to the desired devices.
321.343.7381
elo.com
212.225.8430 fci-ccm.com
ELO Digital Office USA provides innovative digital content management solutions for organizations of all sizes and industries throughout the Americas. The ELO ECM Suite gives businesses an electronic and secure way to easily capture, archive, and manage business documents and information – both paper-based and digital. A subsidiary of ELO Digital Office GmbH (founded in 1998), ELO USA is headquartered in Miami, FL and is part of a network of global ELO offices throughout Asia, Australia, Europe, and North and South America.
FCI is a leading CCM/CXM accelerator focused on bridging the gap between organizations and their customers by helping them deliver the world’s most meaningful experiences using dynamic, interactive & personalized Omnichannel communications.
800.822.6758
fisglobal.com
FIS is a global leader in technology, solutions and services for merchants, banks and capital markets that helps businesses and communities thrive by advancing commerce and the financial world. For over 50 years, FIS has driven growth for clients by creating tomorrow’s technology to modernize today’s businesses and customer experiences. We use our scale, apply our deep expertise and data-driven insights, innovate with purpose to solve for our clients’ future, and deliver experiences that are more simple, seamless and secure to advance the way the world pays, banks and invests. For more information contact us at getinfo@fisglobal.com.
Meet with the “Who’s Who” of industry-leading solution providers focused on communications, customer engagement, data, business process and digital transformation all under one roof.
We Donate $1.00! Must be present in the Exhibit Hall on Tuesday, May 23 to win.
IRIS offers Document understanding & process automation solutions. From an Accounts Payable Processing solution to a Digital Mailroom solution, we help you work faster & smarter, improve customer & supplier relationships while reducing operating costs.
Ironsides Technology provides industry leading solutions focused on providing print and mail manufactures real time visibility, job and piece level tracking, business intelligence, and productivity measurement of their production facilities and document distribution process through vendor agnostic and unique data collection methods. Based on an open and scalable architecture, Ironsides APT (Automated Production Tracking) centralizes your operation into a single dashboard; ensuring print and mail providers are operating in an efficient, productive, profitable, and compliant manner. The data collected by the APT solution is considered open, and can be shared/integrated to compliment 3rd party systems pivotal to your business process such as estimating, ERP, client facing portal, and corporate reporting systems.
Macrosoft is the leading technology service provider for Quadient CCM solutions with extensive end to end experience. Our skilled experts have successfully and seamlessly completed thousands of forms, templates, letters and other communications for clients achieving high levels of quality and responsiveness with lower total costs. Combining business knowledge, CCM experience and technological expertise, Macrosoft teams provide best in class solutions to our customers.
Streamline and automate your most critical processes with MHC. We’ll help you empower people to turn document, content, and communication complexity into simple, manageable processes that keep you agile and accelerate your progress. Automate Processes. Empower People. MHC.
Neps has been a leader in the customer communications management industry for over 30 years with a focus on developing technology and services with a consultative approach. We have developed award-winning technology during that time, transforming corporate communications with a flexible suite of solutions that are scalable, cost-effective, and customized to meet our clients’ needs. Neps' unique combination of expertise and ingenuity is a powerful force that allows us to drive our clients to a new communications vision. At the forefront of Neps communication transformation offering is our Clear™ Communications design service that takes legacy communications to a modern any-channel brand-centric approach.
703.749.2855
newgensoft.com
Newgen is the leading provider of a unified digital transformation platform with native process automation, content services, and communication management capabilities. Globally, successful enterprises rely on Newgen’s industry-recognized low code application platform to develop and deploy complex, content-driven, and customer-engaging business applications on the cloud. From onboarding to service requests, lending to underwriting, and for many more use cases across industries. Newgen unlocks simple with speed and agility.
954.323.5500
nordistechnologies.com
Nordis Technologies provides cloud-based, omnichannel customer communications management technology, integrated with print/mail services and payment solutions for healthcare, consumer financial, hospitality, insurance, and utilities companies. Businesses trust Nordis to drive digital transformation and improve customer experience and financial performance with Expresso,™ a patented CCM platform that delivers content control and agility for creating, personalizing, and distributing critical digital and print communications. Nordis operates state-of-the-art document production facilities in Coral Springs, Florida and Las Vegas, Nevada. For more information visit, nordistechnologies.com.
Meet with the “Who’s Who” of industry-leading solution providers focused on communications, customer engagement, data, business process and digital transformation all under one roof.
PAPYRUS SOFTWARE BOOTH 300 817.416.2345 isis-papyrus.com
Papyrus Software delivers innovative enterprise software to the world’s leading brands. Over 30 years of experience makes us a global expert in implementing process optimization integrated with inbound and outbound communication channels in customer-centric environments. Papyrus is a scalable system connecting everyone in an organization. The platform offers a holistic approach with solutions for the entire Customer Engagement Circle with integrated content services and AI-powered process and case management in a unified but modular platform. Business users get their work done faster by using the digital workplace and the awarded Business Designer to create and improve customer-centric communications and its processes achieving real-time Omnichannel communications. Our graphical design tools boost efficiency and enable organizations to create, migrate, capture, extract, and share information.
RUSSELL ATKINS Intelligent
RUSSELL ATKINS
Information Management
the way YOU need it!
irisdatacapture.com PALOMA PRINT PRODUCTS BOOTH 210 262.618.4125 palomaprintproducts.com
LEARN
# 512
BOOTH # 512
It’s never been easier to remove the risk of errors in your processes and Make Every KEYSTOKE Count! irisdatacapture.com
It’s never been easier to remove the risk of errors in your processes and Make Every KEYSTOKE Count! irisdatacapture.com
303.381.3122
parascript.com
203.707.0206
proconversionscorp.com
855.466.6888 quickcoms.com
312.326.8000 rrd.com
678.730.7700 racami.com
Parascript state-of-the-art software incorporates proprietary AI technologies to provide robust data capture solutions that bring the highest levels of accuracy when processing documents. With over three decades of experience applying AI to solve complex problems, Parascript can automate documentoriented processes in structured, semi-structured, and unstructured formats, drastically reducing human involvement. Parascript has automated the postal industry, mortgage, payment processing, and hundreds of other processes, saving companies over $1 billion annually.
At ProConversions Corp we are experienced “Digital Transformation” Consultants with a special expertise in helping organization go paperless and move to the CLOUD. If you’re looking to eliminate a paper driven process, our certified engineers can help your organization uncover inefficiencies and bottlenecks in a current business process. In most cases we have done it before and have the successful track record and references you're looking for. Please contract ProConversions Corp for more information on how to best navigate the vast selection of OCR solutions & vendors.
Quickcoms enables organizations to build and execute effective communications while lowering operating costs and ensuring compliance. It is a highly secure and configurable SAAS platform supporting omni-channel communications that scales to meet demand. With its modern and intuitive interface, Quickcoms puts business users in total control of their content and delivery in a no code environment.
RRD helps companies increase the efficiency of their entire CCM ecosystem while enhancing the relevance, impact and effectiveness of every communication…. across every channel. We combine proven CX and CCM expertise with an end-to-end hosted managed services platform that includes self-service tools for personalizing dynamic content, managing your customers' preferences and streamlining the entire composition, production management and delivery process.
Racami is a fast-growing software and IT services company that improves the performance of customer communications, creates satisfying customer experiences, improves production processes, and supports digital payments in organizations. In addition to software, Racami provides industry specialized IT services for insurance, financial, healthcare, book publishing, and marketing corporations. For more information, please visit racami.com.
Meet
“Who’s Who”
$1,000 and help raise money for St. Jude Children’s Research Hospital. For every Exhibit Hall stamp you collect...
We Donate $1.00! Must be present in the Exhibit Hall on Tuesday, May 23 to win.
781.425.5060
sefas.com
619.920.5854
solimarsystems.com
Sefas is a global leader in omnichannel customer communications management. Our technology suite provides an end-to-end solution for managing customer communications from composition to processing, distribution, archival, and retrieval. We are a business unit within the Docaposte division of La Poste, with our headquarters in Paris, France home to research, development and quality assurance operations. Sefas offices are located in the USA, France and UK.
BOOTH 319
Solimar enables organizations around the globe to onboard, make ready, enhance, manage and deliver print and digital communications. Our modular and configurable Chemistry™ platform provides what we commonly refer to in the industry as workflow software. Chemistry automates, optimizes and drives a variety of print and electronic requirements including those found in transactional and direct mail printing, commercial print, carton converting and flexible packaging, labels, textiles, and wide format. Solimar universally works with all types of existing and proposed software and hardware solutions. Our workwith-all nature creates the opportunity for significant process improvement and ROI. The proof is in our global customer case studies and testimonials.
877.275.3677
spsglobal.com
SPS is the leading outsourcing provider of innovative services in business processing and data management. Building on our Swiss foundations and global footprint, we are the trusted partner for process optimization and intelligent automation with a focus on Banking and Insurance markets. With transformative end-to-end solutions, we unlock The Power of Possibility for businesses and the people they serve. Learn how SPS’s people make an impact that matters at spsglobal.com
800.834.9510 symph.io
ULURO
615.371.0077
uluro.com
BOOTH 311
Symphio is the document orchestration tool that streamlines collaboration, provides agility, and enables enterprises to get their documents out the door quickly. With Symphio, the first tool of its kind, teams can build template free and remain focused on what is important. Symphio empowers users to put the pieces together.
BOOTH 310
Transformations, a software solutions company, is the developer of Uluro, the most comprehensive, cost effective CCM software on the market for securely creating, producing, delivering and tracking critical customer communications. Uluro was designed to provide a high level of automation and efficiency that unifies a host of customer communications management (CCM) processes. Now more than ever, it is critical to increase productivity, keep data secure and find new revenue opportunities to keep your business moving forward. Uluro integrates easily with your current system to deliver end-to-end ADF workflow; protection of confidential data throughout the entire workflow; secured electronic delivery with proof of delivery and full audit trail; and fully integrated electronic presentment and payment options. Yes. All of that from one simple solution!
302.467.2375 uxopian.com
Uxopian is a global software publisher providing solutions that ensure enterprise information gets where it needs to be — quickly, securely, and accurately. Drawing on nearly two decades of experience as a global ECM software and technology provider, Uxopian’s main products include ARender, a high-speed, secure document viewing technology, and Fast2 content migration platform. XMPIE
972 9 885 6750 xmpie.com
The XMPie platform is used by Enterprises worldwide to automate the production of personalized communications across print and digital. Our applications include Advanced Data-Driven Print and VDP, Web-to-Print eCommerce technology, and fully automated omnichannel campaign management, all powered by intelligent data and driven by business logic in real time. With its advanced personalization capabilities, end-to-end Adobe InDesign workflow, fast variable content rendering, and extensive product offerings, with XMPie, any business across any industry can transform its CX Journeys from one-way operational necessities to fully interactive omnichannel conversations.
Meet with the “Who’s Who” of industry-leading solution providers focused on communications, customer engagement, data, business process and digital transformation all under one roof.
