In the world of document and content management, customer communications and customer experience, change is not only coming, but it’s being driven by professionals like you. Building an end-to-end customer experience strategy requires input from the various stakeholders who have a touchpoint with the overall performance of the communication and the content being delivered—no matter the channel of choice.
You’re involved in the process of creating content and communications, whether print or electronic.
You’re involved in managing and responding to customer inquiries, ensuring seamless communication and high satisfaction levels across various channels.
You’re involved in supporting the business information life cycle, from creation/ ingestion to sharing and using to disposition and archiving.
You’re involved in making sure content/communications are approved for distribution.
You’re involved in triggering the actual distribution of content and communications, be it a print or electronic medium.
You’re involved in analyzing your data to better understand customers and business processes.
You’re involved in the design, development, analysis and implementation of collecting key customer data through business forms.
You’re involved in aligning the overall business goals with the information technology strategy, capabilities and assets required.
You’re involved in optimizing content-centric business processes of the organization, streamlining workflows and operational productivity.
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the trip! 2023 was the best conference ever!
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REVOLUTIONARY... PEER-TO-PEER
98% OF OUR ATTENDEES SAY THEY WOULD RECOMMEND ATTENDING DSF TO THEIR COLLEAGUES.
MONDAY 5.20
SPECIAL INDUSTRY KEYNOTES & FIRESIDE CHATS
Monday - 8:00am - 8:50am & 3:10pm - 4:00pm
Tuesday - 9:00am - 9:50am • Join us for our thought-provoking keynotes and fireside chats that look at the future trends in document management, an in-depth talk on how technology is radically changing customer communications and the introduction of intelligent digital experiences with AI OPEN TO ALL ATTENDEES
MONDAY 5.20
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 groups to promote optimal interaction.
OPEN TO CONFERENCE ATTENDEES & SPEAKERS ONLY
MONDAY 5.20 TUESDAY 5.21
TRIPLE D EXHIBIT FLOOR RECEPTION
4:00pm - 6:00pm • What better way to meet with industry-leading companies than by sharing some great food and drinks in a relaxed setting on our Exhibit Floor.
OPEN TO ALL ATTENDEES TUESDAY 5.21
12:00pm - 3:00pm • 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 5.21 WED 5.22
5:00pm - 6:30pm • What better way to end a busy day than by soaking in some sunshine on the pool deck and taking in the Boston skyline while enjoying cocktails and hors d’oeuvres, compliments of our sponsors:
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
The future is here… it’s time to join the revolution! Our exclusive keynote presentations will explore the frontiers of technology, artificial intelligence and hyperautomation that will reshape our business processes and customer experiences.
MONDAY I MAY 20 8:00AM - 8:50AM
SPEAKER: JOHN MANCINI – CONTENT RESULTS, LLC
As companies continue to embark on their digital transformation journeys, the strategic importance of document management is becoming clear, from facilitating seamless digital transformation to enriching customer experiences and fostering a competitive edge. In our Kick-Off Keynote, John Mancini, industry thought leader and the former president of AIIM, will explore the pivotal role of document management in the digital age. He will offer an in-depth look at the current landscape of digital transformation, key technologies, like artificial intelligence (AI), machine learning, predictive analytics and immersive experiences, and the necessity to reevaluate document management to drive innovation, efficiency and a customer-centric approach.
TUESDAY I MAY 21 9:00AM - 9:50AM
SPEAKER: CHUCK GAHUN – FORRESTER BACK BY POPULAR DEMAND!
Digital business leaders can now deliver enhanced customer value by orienting around intelligent digital experiences. With the introduction of co-pilots, large language models (LLM) and enterprises data that is orchestrated through APIs, a new opportunity exists in the market to engage, win and retain consumers. In our highly anticipated Closing Keynote, we are thrilled to welcome back Forrester Principal Analyst Chuck Gahun to build upon his insightful exploration of AI in 2023. This year, he will dig deeper into understanding the digital consumer’s psychology, how to envision intelligent customer journeys to create new value and existing and emerging technology capabilities to take customer experiences to new heights.
Our exclusive workshops are included in our Platinum Package registration.
WEDNESDAY I MAY 22 9:00AM - 12:00PM
Take a Deep Dive into Advanced AI Applications, Content Optimization and Modernizing Your Content Supply Chain. We’ve enlisted Doculabs, IDC and Venture Solutions to dig into the latest breakthroughs and must-know insights in our immersive, 3-hour workshops, packed with expert guidance on Enhanced Communication Visibility, the Art of Content Modernization and Unleashing the Power of AI Accelerators.
WORKSHOP 110
PRODUCED BY:
INSTRUCTORS: MICHELLE LIVINGSTON, GEORGE WEBB & KYLE TAVARES – VENTURE SOLUTIONS
How do you know you have a content problem? Imagine you’re about to make dessert for your holiday gathering: How do you know what ingredients you have and what you need to add to your shopping list? Your cabinets are full, but are the ingredients you need in there? There’s a better way! In this hands-on workshop, you will learn how to apply analytical principles to your communications, templates and content. Attendees will be guided through the steps to inventory, organize and optimize their organization’s content, gaining full visibility over all your communications.
NOTE: This workshop is exclusive for end user attendees only. No vendors, consultants or service providers will be allowed to attend.
LEARNING OBJECTIVES:
• The steps for implementing an end-to-end communication rationalization strategy
• How to use your organizational skills in content optimization
• Enhancing your communications and customer engagement with simplified content
WORKSHOP 210
INSTRUCTORS: AMY MACHADO & HOLLY MUSCOLINO – IDC
PRODUCED BY:
In the era of monolithic, on-premises applications, different content solutions for diverse use cases made sense. However, in the era of AI, cloud and modular architectures, do we really need redundant capabilities? Are labels like ECM, WCM, DAM or CCMS obsolete? In this workshop, attendees will walk through a new framework to orchestrate the content supply chain throughout the organization, gain a deeper understanding of the Unified Content Model and learn how to revolutionize operational efficiency across all content applications. Participants will also evaluate their existing content supply chain and will leave the workshop with a plan for modernization.
LEARNING OBJECTIVES:
• How to evaluate your organization’s current content supply chain strategy
• Gain a clear understanding of how to apply the Unified Content Model
• Develop an action plan for content modernization
WEDNESDAY I MAY 22
WORKSHOP 310
9:00AM - 12:00PM
INSTRUCTOR: RICHARD MEDINA – DOCULABS
PRODUCED BY:
The evolution of artificial intelligence (AI)-based applications has fundamentally reshaped organizational operations and customer experience, marking a pivotal moment in history. However, for organizations embarking on the AI journey, crafting the perfect technology arsenal and roadmap isn’t a walk in the park. It demands precision and visionary thinking. In this workshop, attendees will discover a comprehensive, step-by-step guide for building your organization’s AI-driven automation program and unleashing the potential of advanced AI applications.
BONUS: Attendees will receive a FREE step-by-step AI implementation guide, packed with sample accelerators and templates for prioritizing opportunities, developing a business case, creating roadmaps and selecting AI technologies.
• How to identify and prioritize your AI opportunities
• The steps to developing a robust AI strategy and roadmap with clear KPIs
• How to select and implement the AI technologies that will meet your requirements
GENERAL SESSION Open to all paid conference attendees.
MONDAY I MAY 20 3:10PM - 4:00PM
SPEAKERS: GREG LOWMAN & CRYSTAL MORRISON – FIDELITY INVESTMENTS
JAMES WATSON – DOCULABS
As digital channels increasingly become integral to daily life, customer expectations for timely, relevant notifications have evolved, requiring companies to adapt their communication strategies to ensure customer engagement and satisfaction in an ever-connected world. Join us as leaders from Fidelity Investments highlight their transformative journey in modernizing their infrastructure and communications capabilities to meet these changing customer needs. Attendees will also hear how they overcame underlying operational challenges to address performance metrics, defects and customer satisfaction.
11 Dedicated Learning Pods. Follow a specific Pod or create your own revolutionary learning experience by choosing from any of the sessions being offered.
Explore the future of work and the role that artificial intelligence (AI) will play in our everyday communications and customer experiences, from generative AI tools to optimized content services.
Revamp your customer communications for more personalized customer engagement, leveraging content rationalization, generative AI and the foundation of clear communications.
Learn practical steps for implementing effective document management in your organization for the digital era with emerging tech, cloud storage and AI-based systems.
Gain industry-wide insights on future trends in AI-driven customer experiences, interactive forms evolution, paper reduction and the potential 4th wave of intelligent document processing.
Discover the future of forms management with discussions on forms modernization, designing user experiences for adaptive forms and moving forms to the cloud.
Explore cutting-edge trends and product innovations in our vendor technology sessions, gaining invaluable insights into the tech landscape’s future.
Discover the compelling reasons to invest in customer communication management through insights on generative AI, communication optimization and ROI for the customer journey.
Transform the promise of AI into real, expected business outcomes through smarter automation choices, ground-breaking approaches for data extraction and AI’s future impact on customer experience.
Expand your customer communication management with advanced topics in increasing your CCM maturity, evolving your strategy and modernizing your communication platforms.
Explore advanced content for tech enthusiasts and IT strategies with a deep-dive into modern architectures, implementation best practices and insights for non-technical leaders.
Evolve your forms strategy for digital innovation by diving into topics like advances in e-forms, building automated data workflows and designing forms accessibility.
MONDAY I MAY 20 9:00AM - 9:50AM
SESSION FOCUS
AI
PA
101 EVOLUTION OF AI
SPEAKER: PETRA BECK – INFOSOURCE S.A.
How will artificial intelligence (AI) transform the way we work over the next 5 years? In this session, we’ll explore the impact of AI technology on the intelligent document processing (IDP) market, the latest AI innovations and their expected impact on key business processes. Attendees will walk away with practical insights into the future for knowledge workers handling crucial business transactions.
LEARNING OBJECTIVES:
• AI’s influence on business processes in the last 5 years
• How advanced AI technologies will impact content-centric business processes
• Realistic predictions for knowledge workers in 2027
SESSION FOCUS
CCM
CEM
201 REINVENTING CCM
SPEAKER: AVI GREENFIELD – QUADIENT
Today, companies are embarking on a transformative journey from customer communications management (CCM) to customer experience management (CXM) to elevate their customer communications, embrace CXM maturity and deliver great experiences that drive sustainable success. In this session, participants will leave with a comprehensive understanding of the CXM journey, actionable strategies for implementation and the inspiration to start their own transformational paths.
LEARNING OBJECTIVES:
• How to formulate a clear CXM strategy
• Insights into modern CXM technologies for consistent, omni-channel communications
• Measuring CXM’s impact on customer satisfaction, loyalty and business outcomes
SESSION FOCUS
DM
301
SPEAKER: ERIC RIZ – EMARK CONSULTING
Cutting-edge advancements in technology are reshaping the realm of document management. As companies embark on their transformation journeys, it will require leaders to be adaptable and forward-thinking in their approach. In this session, attendees will learn strategies for implementing and optimizing a customized document management solution, highlighting the importance of employee training, change management and continuous evaluation.
LEARNING OBJECTIVES:
• How to assess your organization’s document management needs
• Best practices for efficient document handling
• Selecting the right tools and technologies to align with your digital strategy
MONDAY I MAY 20 9:00AM - 9:50AM
SESSION FOCUS
AI
CCM
CEM
401 INDUSTRY OUTLOOK
SPEAKER: RILEY MCNULTY – KEYPOINT INTELLIGENCE
Communication-intensive industries face rapidly changing consumer preferences, and artificial intelligence (AI) will only accelerate this pace of change. In this session, we’ll explore how customer communications professionals can evolve their customer journeys, the technologies to enable this change and how industry peers are approaching AI to drive better customer experiences. We’ll also share findings from quantitative surveys and in-depth interviews of marketers and customer communications professionals.
LEARNING OBJECTIVES:
• Top considerations for customer experience investments
• Where investments in AI can help to drive connections in the customer journey
• The role transactional communications play in the customer journey
501 FUTURE OF FORMS
SESSION FOCUS
CCM
FT
IDC
SPEAKER: SCOTT DRAEGER – SMART COMMUNICATIONS
Very often, customer communications are created as siloed outbound processes, with little to no regard to how customers will respond, interact or initiate these communications. This session will explore how inbound and outbound processes and technology can work together to improve the customer experience and promote efficiencies within the organization.
LEARNING OBJECTIVES:
• The evolution of customer communications, customer experience and interactive experience management
• Use cases where forms automation and customer communications enhance overall effectiveness
• How digital forms can help move the needle within organizations
601 VENDOR TECHNOLOGY INSIGHTS
SESSION FOCUS AI
CCM
SPEAKER: PATRICK KEHOE – MESSAGEPOINT
With all the potential applications of AI in the customer communications space, one stands out above the rest. Customer communications in regulated industries have a long-standing problem: They are complex and difficult to understand and manage. Optimization initiatives rarely get off the ground because of the associated time and cost. In this session, we’ll explore how Generative AI is the key to addressing these content-related challenges by driving efficiency in management and making communications more comprehensible and aligned to customer needs.
LEARNING OBJECTIVES:
• The most impactful, low-risk applications of generative AI in customer communications
• The benefits of integrating AI into CCM platforms for enhanced efficiency, control and scalability across multiple communication channels
• The opportunities that AI-driven content optimization presents in facilitating plain language adoption, sentiment optimization, brand adherence and translation
MONDAY I MAY 20 10:00AM - 10:50AM
SESSION FOCUS
AI
PA
102 EVOLUTION OF AI
POWER SESSION-PART 1
SPEAKER: RICHARD MEDINA – DOCULABS
Finding other enterprise business cases where your AI project can easily be inserted is a challenging task. In this session, Rich Medina of Doculabs will provide a practical blueprint for introducing and leveraging AI-driven automation into your processes, transforming productivity and customer engagement. Attendees will learn how to easily find those business cases and discover essential insights about AI-driven automation.
LEARNING OBJECTIVES:
• Understanding process automation, process mining and AI technologies
• How to assess your current processes and identify automation goldmines
• How to build your business case and redesign your processes
SESSION FOCUS
CCM
CEM
202 REINVENTING CCM
CASE STUDY
SPEAKERS: EDWIN NUIJTEN – NN GROUP KASPAR ROOS – ASPIRE CCS
Transforming the traditional domain of customer communications management (CCM) into a customer experience management (CXM) strategy in large and complex organizations is not a simple or quick process. In this session, you’ll learn from the Head of CCM at a large European insurance company on how they are enhancing employee and customer experiences, adopting robust technology platforms and reorganizing into a Center of Excellence for better CCM and CXM.
LEARNING OBJECTIVES:
• Why transforming CCM to CXM is critically important for better customer experiences
• Best practices to shift to Communications Experience Platforms
• How to measure success
SESSION FOCUS
AI
CBT
302 PRACTICAL DOCUMENT MANAGEMENT
SPEAKER: JAMIE BROWN – LIGHTHOUSE
Generative AI poses risks for an organization and its recordkeeping requirements. Before companies can obtain the collaboration and time-saving benefits from a tool like Microsoft Copilot, readiness and legal and compliance analysis must be made. In this session, we’ll delve into the regulatory landscape and examine the challenges and opportunities posed by generative AI. Attendees will learn how to prepare their organization’s records programs to satisfy IT’s generative AI deployments.
LEARNING OBJECTIVES:
• Understanding the regulatory landscape as it relates to AI platforms
• The challenges and opportunities that AI poses for records management
• A path forward for records management to partner with IT to enable AI usage
MONDAY I MAY 20 10:00AM - 10:50AM
SESSION FOCUS
CEM FM
FT
402 INDUSTRY OUTLOOK
SPEAKER: GEORGE PARAPADAKIS – ASPIRE CCS
The traditional document-based form, which has been used for years as the basis for collecting customer information, is being challenged with new and alternative omnichannel customer interaction experiences. In this session, we’ll explore how traditional forms management is being transformed with extensive process automation capabilities, how these new offerings complement communications management and the impact of these new developments on designing holistic customer experiences.
LEARNING OBJECTIVES:
• The evolution of traditional forms management into interaction experience management
• Insights for modernizing your forms to enhance customer experience
• Integrating additional channels to enhance the seamless capture of data
SESSION FOCUS
DM FM
502 FUTURE OF FORMS
SPEAKERS: MATT SWAIN & AMAN MUNDRA – BROADRIDGE
For many companies, forms processing remains a highly manual process, which is costly, error-prone and can be a frustrating experience for customers and internal users alike. In this session, attendees will learn about opportunities for forms automation and hear how a top P&C insurer modernized its forms processing and digitized claims and communications management.
LEARNING OBJECTIVES:
• Opportunities for modernizing forms-driven communications
• Taking a holistic view of omni-channel communications, forms automation and data collection
• How to make forms-driven processes easier
SESSION FOCUS
AI
CCM
PA
602 VENDOR TECHNOLOGY INSIGHTS
SPEAKER: HARVEY GROSS – CRAWFORD TECHNOLOGIES
In this compelling talk, we’ll unveil the latest products and features set to redefine the customer communications processing landscape. Our industry experts will showcase cutting-edge solutions designed to enhance efficiency, security and automation in your document-centric workflows. Attendees will hear how real-world organizations have transformed their document management processes with efficient, secure and collaborative document workflows.
LEARNING OBJECTIVES:
• Using AI and machine learning to automate tasks and accelerate document processing
• Best practices to ensure accessibility compliance across the enterprise
• How to leverage cloud technologies with enhanced integration capabilities
MONDAY I MAY 20 11:00AM - 11:50AM
SESSION FOCUS
AI
PA
MODERATOR: MARTY PAVLIK – DOCULABS
PANELISTS: GRANT MERKEL – EXCELLUS BLUECROSS BLUESHIELD
JR BURNHAM – PROGRESSIVE INSURANCE
Once you’ve designed and justified your AI projects, now it’s time to successfully implement them! The fundamental challenge that most enterprises face is whether to build custom “Lego” solutions or buy packaged AI solutions off the shelf. In Part 2 of our Power Session, you’ll hear directly from a panel of real-world practitioners on their implementation journeys, trade-offs between custom-built solutions vs off-theshelf products and navigating the complexities of optimizing their content and process management strategies.
LEARNING OBJECTIVES:
• Use cases and automation approaches and solutions
• Pros and cons of building vs buying AI solutions
• How to roll out workflow and automation technologies
203 REINVENTING CCM
CASE STUDY
SESSION FOCUS
CCM
DM
SPEAKERS: LESLIE SAPIENZA – PRUDENTIAL FINANCIAL • MICHELLE LIVINGSTON – VENTURE SOLUTIONS
GEORGE WEBB – VENTURE SOLUTIONS
Inefficiencies, duplication and lack of brand control put companies at risk and creates unnecessary costs. Through the process of template and content rationalization, companies can organize and optimize their content, ensuring that only essential information is stored and managed. In this session, we’ll walk through the end-to-end process of redesigning templates and rationalizing content for migration to a new platform at a large wealth management company. Attendees will learn the “why” behind the content optimization process and benefits of template alignment.
LEARNING OBJECTIVES:
• The importance of a content rationalization strategy
• Benefits of template rationalization
• How to build your content management maintenance plan
SESSION FOCUS
AI
CA
DM
MODERATOR: RICK TUCKER – DOCULABS
PANELISTS: JESSICA OLIVEIRA – RBC ROYAL BANK
KRISTIN LEVAULT – STATE STREET
AARON HORSFIELD – UPMC HEALTH PLAN
Jumping on board with new, innovative technology for digital transformation can be tempting, but it’s crucial to make informed decisions that truly boost organizational growth and competitiveness. In this session, you’ll hear from a panel of real-world business and technology leaders for insights on their digital transformation journeys, strategic roadmaps for transformation and the benefits and challenges of utilizing legacy systems in their digital transformation.
LEARNING OBJECTIVES:
• Defining what digital transformation means and why it’s important
• Best practices for modernizing IT systems and investing in new technology tools
• How to develop the digital transformation business case
MONDAY I MAY 20 11:00AM - 11:50AM
SESSION FOCUS
CCM
CEM
CBT
403 INDUSTRY OUTLOOK
SPEAKER: ANDREW YOUNG – TREELINE RESEARCH
Across key industries such as banking, insurance and financial services, many enterprises are adopting formal policies to significantly reduce or eliminate paper-based customer communications. In this session, we’ll discuss effective strategies for paper suppression across various generations of consumers, what’s working, what’s not and the impact on customer experience.
LEARNING OBJECTIVES:
• Consumer preferences for paperless communications
• Role of external service providers in delivering new paperless customer experiences
• Insights to enhance paper suppression practices
SESSION FOCUS
CCM
FM FT
503 FUTURE OF FORMS
CASE STUDY
SPEAKERS: ROBERT SEPULVEDA & RYAN WACHHOLZ – NORTHWESTERN MUTUAL
Discover how Northwestern Mutual revolutionized their client experience transformation with the introduction of a new standardized forms experience. Attendees will hear the valuable lessons learned from Northwestern Mutual’s journey to establish a consistent forms experience, explore the tools and techniques used to develop and deliver forms content effectively and gain insights into these streamlined workflows and their impact on enhancing user engagement.
LEARNING OBJECTIVES:
• How to standardize the forms experience
• Leveraging reflexive user interfaces for adaptive forms
• Tips for creating data-driven forms
SESSION FOCUS
AI
CA IDC
603 VENDOR TECHNOLOGY INSIGHTS
SPEAKERS: SZILVIA HORVATH & WESLEY DOPKINS – ELO DIGITAL OFFICE
In 2024, it’s estimated that more than 390 billion emails will be sent and received daily. Stemming the tide of this data tsunami should not be the responsibility of individual workers. It’s incumbent upon IT departments to deploy intelligent solutions that automatically classify documents and route them accordingly. In this session, we’ll explore how AI-based document classification systems help to execute intelligent processes for the enterprise, enabling businesses to focus on higher value tasks.
LEARNING OBJECTIVES:
• Understanding AI-based document classification and extraction
• Insights into your document content and structure
• How to streamline document management for cost savings
MONDAY I MAY 20 1:10PM - 2:00PM
SESSION FOCUS
AI
SESSION FOCUS
CCM
CEM
104 EVOLUTION OF AI
PANEL
MODERATOR: MARTY PAVLIK – DOCULABS
PANELISTS: CHRIS CANADAY – NORTHWESTERN MUTUAL
JODI JOHNSON – LIBERTY MUTUAL INSURANCE
MIKKEL HARRIS – RBC ROYAL BANK
Generative AI isn’t “dangerous magic.” In this session, master how to leverage generative AI in your organization for innovation, scalability and enhanced business agility. Attendees will discover best practices to effectively plan, implement and leverage their organization’s Gen AI applications. You’ll also walk away with the most useful lessons learned by those already on the Gen AI journey.
LEARNING OBJECTIVES:
• What’s real and what’s smoke and mirrors in Gen AI
• Ways to identify and prioritize Gen AI applications for your organization
• How to plan, develop, roll out and sustain Gen AI applications
SESSION FOCUS
CEM
204 REINVENTING CCM
SPEAKERS: STEPHANIE PIERUCCINI & ANDY FEEST – OPENTEXT
Managing customer communications as one individual touchpoint at a time is a recipe for missing key insights about customer behaviors and sentiments. Consumers want to be understood, which can only be done when architecting experiences that caters to the individual’s journey. In this session, we’ll discuss how journey and data management enable companies to capture and automate experiences that delight.
LEARNING
OBJECTIVES:
• Why managing communications is only one piece of the customer’s story
• How to use data to understand customer behaviors and deliver personalized experiences
• Leveraging journey management to automate experiences that drive enhanced business outcomes
DM 304 PRACTICAL DOCUMENT MANAGEMENT
SPEAKERS: WYLIE BLANCHARD & NICHOLAS MICHEL – RR DONNELLEY
In today’s competitive business landscape, companies often overlook the crucial role of document management in delivering seamless customer experiences. In this session, we’ll explore how strategic document management enhances customer experience. Attendees will gain insights and learn best practices for creating consistent, personalized and secure communications, boosting satisfaction and loyalty.
LEARNING OBJECTIVES:
• How to ensure communication consistency for brand trust
• Why transitioning to digital document delivery enhances member experience
• Optimizing document management workflows for efficiency
MONDAY I MAY 20 1:10PM - 2:00PM
SESSION
FOCUS
AI PA
404 INDUSTRY OUTLOOK
SPEAKER: ALAN PELZ-SHARPE – DEEP ANALYSIS
Intelligent document processing (IDP) has exploded as a solution marketplace after decades of little change. Not only has new technology arrived to galvanize this important discipline, but the possibilities for extracting and processing documents and file-based data seem endless, creating new markets and opportunities in its wake. In this session, we will discuss and explain the rapid changes in the world of document processing, how the arrival of AI is transforming and expanding this technology sector and the profound changes still to come.
LEARNING OBJECTIVES:
• The rapid changes of the IDP market
• The codependence of process automation and document management
• The security, governance and financial impacts of IDP implementations
SESSION
FOCUS
CCM
IDC
FT
504 FUTURE OF FORMS
SPEAKER: SALLY SCHULTE – SMART COMMUNICATIONS
The challenges of manual forms processes, the rise in unstructured data and evolving customer expectations demand a new perspective on forms automation and interaction experience management. This session will explore the evolving trends around data collection and point to new ways to capture customer data for end-to-end digital journeys that are both personalized and relevant. Attendees will hear real-life case studies on forms automation and industry results from our recent benchmark study.
LEARNING OBJECTIVES:
• Insights into the future of forms, data collection and processing
• How to automate data collection for more profitable customer conversations
• Innovative solutions to streamline workflows and enhance efficiency
SESSION FOCUS
CCM
CA
604 VENDOR TECHNOLOGY INSIGHTS
SPEAKER: GUM FA NG – DOXIM
Hear how Doxim addressed the needs of a consumer finance company producing monthly credit card statements on behalf of thousands of retailers, each with their own brand identities and campaigns. Attendees will learn how CCM technology can leverage a single data file to automatically select and apply the retailers’ brand elements and campaign images within data-driven content blocks.
LEARNING OBJECTIVES:
• Foundational technologies for personalized, omni-channel touchpoints based on customer preferences
• How to automate brand identity across communication touchpoints using a single data file
• Creating and including relevant, data-driven marketing campaigns to boost revenue and wallet share
MONDAY I MAY 20 2:10PM - 3:00PM
SESSION FOCUS
AI
PA
105 EVOLUTION OF AI
MODERATOR: RICHARD MEDINA – DOCULABS
PANELISTS: ANDREW KELLER – USAA
JODI JOHNSON – LIBERTY MUTUAL INSURANCE
Explore how harnessing AI can optimize content and data management within your organization, ensuring process optimization, compliance and personalized user engagement. In this session, panelists will discuss real-world examples of how to create AI-powered content strategies for your business. You will gain a better understanding of what your strategic roadmap for optimized content services will look like and the steps you should take now and in the future to advance AI innovations for your organization’s content.
LEARNING OBJECTIVES:
• How to create intelligent content taxonomies and semantic models of your business
• Understanding the ins and outs of AI-based content classification, analysis and tagging solutions
• Best practices to leverage AI-based tools for content ingestion, content services and process automation
SESSION FOCUS
CCM
CEM
205 REINVENTING CCM
SPEAKER: ROBERT LINSKY – CLEAR INFO GROUP
When was the last time you evaluated if your customer communications were clear, accessible, simple and effective for your audience? In this session, attendees will learn how to apply a standardized approach for all communications, the ins and outs of clear communications and how these 10 commandments to clear communications will lead to client retention.
LEARNING
OBJECTIVES:
• The value of clear communications in client retention
• How clear communications enable better customer experiences
• Methodology for redesigning letters, invoices, statements or other correspondence
SESSION FOCUS
AI
CCM
SPEAKER: PATRICK KEHOE – MESSAGEPOINT
Legacy approaches to customer communications management has led to the proliferation of content across unnumerable templates and systems, making it a challenge for most organizations to even know what they have—let alone manage it effectively. In this session, we’ll outline how organizations can modernize their approach to content management by simplifying the core processes of authoring, editing and targeting content while also making the content itself easier to understand.
LEARNING
OBJECTIVES:
• How to effectively manage your content to reduce complexity
• When to consolidate content to eliminate redundancy and improve efficiency
• Best practices for optimizing content to improve comprehension
MONDAY I MAY 20 2:10PM - 3:00PM
SESSION FOCUS AI CA
405 INDUSTRY OUTLOOK
SPEAKER: TORI LIU – ASSOCIATION FOR INTELLIGENT INFORMATION MANAGEMENT (AIIM)
Recent AvePoint and AIIM research shows that 74% of organizations are currently using artificial intelligence (AI). However, many organizations lack the policies, systems and quality data and content to ensure sustainable, successful AI utilization. In this interactive session, we’ll explore the current state of the information management industry and its criticality as a building block for AI.
LEARNING OBJECTIVES:
• Emerging trends and issues in information management
• Steps toward improving AI readiness
• Tools and resources for improving information management in your own organization
SESSION FOCUS
CEM FT PA
505 FUTURE OF FORMS
SPEAKER: ERIC STEVENS – 4POINT
Paper-based forms processes can be time-consuming, inefficient practices for organizations looking to offer relevant and engaging digital experiences for their customers. Moving enterprise forms to the cloud can offer increased accessibility, collaboration, cost-effectiveness and scalability for the organization. In this session, we’ll explore the different options for moving forms to the cloud, the benefits and challenges of each cloud environment and how forms in the cloud can help to build a better customer experience.
LEARNING OBJECTIVES:
• Pros and cons of different cloud environments for forms
• Potential benefits and issues with forms in the cloud
• How to plan and get started on your cloud migration project
605 VENDOR TECHNOLOGY INSIGHTS
SPEAKER: ART HARRISON – QUADIENT
Forms are an important part of the overall customer experience. When a company asks someone to complete a form, it should be as simple and painless as possible. In this session, learn how to build intelligent forms with low-code platforms that craft future-ready customer experiences today. From generating compliant PDFs to integrating with customer communication touchpoints, attendees will explore how intelligent forms can enhance their transformation journeys, regardless of maturity.
LEARNING OBJECTIVES:
• How to build intelligent forms with Quadient Inspire iForms
• Best practices for transforming your data collection and integrating with existing systems
• Use cases for diverse forms applications
TUESDAY I MAY 21 10:00AM - 10:50AM
SESSION FOCUS
AI
CCM
106 INVESTING IN CCM
MODERATORS: ELIZABETH STEPHEN & MIA PAPANICOLAOU – CHAMELEON COLLECTIVE
PANELISTS: GARY GREGG – FIS
JOSH JOHNSON – NGDATA
Like many other technology sectors, AI technologies and processes are revolutionizing customer communication strategies. In this expert panel, we’ll discuss the current and future trends related to AI, the advantages for the enterprise and the impact on the consumer experience and how to leverage these innovations to streamline communication processes and anticipate customer needs.
LEARNING OBJECTIVES:
• How to create an AI strategy that will impact the customer experience
• Tips to overcome legacy systems and challenges to successfully implement AI
• Ways to identify the right technology tools and partners for your AI journey
SESSION FOCUS
CCM
CEM
306 CHARTING CCM MATURITY
POWER SESSION-PART 1
SPEAKERS: KASPAR ROOS & AMANDA BEESLEY – ASPIRE CCS
Designed for advanced CCM executives, this exclusive power session walks attendees through the process of transforming their customer communications management (CCM) strategies into customer experience management (CXM). Attendees will assess their CCM-to-CXM maturity score, learn practical steps and gain expert insights from Aspire and other industry peers.
NOTE: This power session is exclusive for end user attendees only. No vendors, consultants or service providers will be allowed to attend.
LEARNING OBJECTIVES:
• Insights into global trends for transforming CCM to CXM
• How to identify the sweet spot for improving customer experience while reducing operational costs
• Industry best practices for successfully implementing CXM
TUESDAY I MAY 21 10:00AM - 10:50AM
SESSION
FOCUS
CCM
406 TECHNOLOGY INNOVATIONS
SPEAKERS: ROBERT SEPULVEDA & BRIAN LONG – NORTHWESTERN MUTUAL
Modernizing an entire enterprise communications platform is a daunting task. In this session, learn how Northwestern Mutual is using a business domain-driven architecture to enable this transformative effort. Attendees will explore how Northwestern Mutual redefined their business domains, created a client-centric communication platform leveraging microservices and balanced the needs of various business domains with a robust, flexible architecture that aligns with enterprise standards.
LEARNING OBJECTIVES:
• Lessons learned from modernizing a communication platform at scale
• How to leverage domain-driven architecture to improve client experiences
• Microservice patterns that enable large enterprise success
SESSION
FOCUS
CCM
CEM
FT
506 TRANSFORMING FORMS
SPEAKER: GURUPRASAD KADUR NAGARAJA – CAPGEMINI
Inefficient, paper-based processes for forms impact an organization’s operational and environmental costs. In this session, we’ll discuss how to drive sustainability efforts by adopting paperless processes for inbound and outbound correspondence. Attendees will learn best practices to significantly reduce paper-based correspondence across business functions to minimize the carbon footprint with the support of technology.
LEARNING OBJECTIVES:
• Strategies for adopting paperless communication channels for all transactions
• How to eliminate manual, paper-based processes to improve employee experience
• Tips to speed time to market with automated processes
ONE FREE NIGHT’S STAY! (A $348 VALUE )
INDUSTRY-FIRST...
Simply register for our Platinum Package and book your reservation at the Sheraton Boston (host hotel for DSF ’24) for three nights, and one night will automatically be credited from your bill upon check-out. It’s that easy!
TUESDAY I MAY 21 11:00AM - 11:50AM
SESSION
FOCUS
AI
CEM
107 INVESTING IN CCM
SPEAKERS: ELIZABETH STEPHEN & MIA PAPANICOLAOU – CHAMELEON COLLECTIVE
All too often, enterprises struggle with delivering regulated communications that meet customer expectations for relevance and ease of use. To remain competitive, enterprises must strike the right balance so that the overall customer experience across communications is enhanced and improved. In this session, we’ll discuss how to leverage AI effectively to either help customers save time or spend their time on highly relevant and timely information.
LEARNING OBJECTIVES:
• Where customer expectations are heading in the near term
• How AI plays an important role when used effectively
• Planning your approach and strategy to consider time spent vs time saved
SESSION FOCUS
AI PA
207 4TH WAVE OF AUTOMATION
PANEL
MODERATOR: MARTY PAVLIK – DOCULABS
PANELISTS: ANDREW KELLER – USAA
MIKKEL HARRIS – RBC ROYAL BANK
Ever wondered how to determine when you should use simple solutions like bots or if you should redesign your processes and use more complex solutions like advanced process automation? In this session, hear from a panel of your peers on how to navigate the multitude of process automation solutions available and how to figure out which solution is right for your business needs.
LEARNING OBJECTIVES:
• How to assess your processes
• Understanding the landscape of process automation solutions
• Best practices for redesigning the target future state and how to successfully roll out automation solutions
SESSION
FOCUS
CCM
CEM
307 CHARTING CCM MATURITY
POWER SESSION-PART 2
SPEAKERS: KASPAR ROOS & AMANDA BEESLEY – ASPIRE CCS
Designed for advanced CCM executives, this exclusive power session walks attendees through the process of transforming their customer communications management (CCM) strategies into customer experience management (CXM). Attendees will assess their CCM-to-CXM maturity score, learn practical steps and gain expert insights from Aspire and other industry peers.
NOTE: This power session is exclusive for end user attendees only. No vendors, consultants or service providers will be allowed to attend.
LEARNING OBJECTIVES:
• Insights into global trends for transforming CCM to CXM
• How to identify the sweet spot for improving customer experience while reducing operational costs
• Industry best practices for successfully implementing CXM
TUESDAY I MAY 21 11:00AM - 11:50AM
SESSION FOCUS
CCM
DM
407 TECHNOLOGY INNOVATIONS
CASE STUDY
SPEAKERS: ARUN NATARAJAN & JR BURNHAM – 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
SESSION FOCUS
CEM
FT
PA
507 TRANSFORMING FORMS
CASE STUDY
SPEAKERS: KAREN JONES & LEE WILLIAMS – SC DEPARTMENT OF REVENUE
Navigating the complexities of transitioning from manual, paper-based processes to streamlined, automated workflows presents significant challenges for businesses. In this session, hear how the SC Department of Revenue moved away from paper forms to an automated workflow using Adobe Experience Manager. Attendees will follow their modernization journey, exploring how they navigated this change, the challenges and successes gained along the way, how they streamlined their processes and finding the right people with the necessary skills.
LEARNING OBJECTIVES:
• The challenges of changing organizational culture
• How to streamline processes
• The benefits of forms modernization
DON’T TAKE OUR WORD FOR IT...
It was a great learning experience, and the ability to share best practices and new developments was key.
EDWIN NUIJTEN – PRODUCT DOMAIN MANAGER, COMMUNICATION PLATFORMS, NN GROUP
TUESDAY I MAY 21 3:10PM - 4:00PM
SESSION
FOCUS
CEM
CBT
108 INVESTING IN CCM
SPEAKER: MICHAEL LAMBERT – ALLYANT
Accessibility regulations are rapidly increasing and impacting many organizational efforts to drive consumer engagement on digital channels. Ensuring all content is compliant, offering alternative print services, such as Braille and reflowed large print, and addressing online presentment of transactional or promotional communications are proving to be a challenge. In this session, we’ll discuss the scope of accessibility, the impact on enterprise organizations, practical approaches for compliance and strategies for moving forward.
LEARNING OBJECTIVES:
• The scope of accessibility standards
• Practical approaches to address accessibility within your enterprise
• Best practices and design considerations for future development
SESSION
FOCUS
AI
IDC
SPEAKERS: JASON MCMANUS – BIS • KEVIN GOSS – POSTAL SOURCE
Document extraction has always been a difficult proposition. Now more than ever, businesses require an ever-increasing amount of data to enable more intelligent workflows. The combination of these two factors poses significant challenges for efficient document data extraction. In this session, we’ll discuss how significant advances in AI are enabling better, more accurate data extraction than ever before.
LEARNING OBJECTIVES:
• How to use AI to clean up poor quality document images
• Leveraging the newest OCR engines without using the cloud
• Ways to harness ChatGPT for a wide variety of your documents and easily enable the workforce
SESSION FOCUS
CCM
CEM
SPEAKERS: KAREN TREMBLAY & PHILIP GYULING – COMPART
Over the years, many organizations have acquired point solutions across their enterprise communication processing systems that functioned in silos. With the arrival of modern technology, including microservices, APIs and low-code platforms, the industry is revolutionizing omni-channel delivery and customer communications management (CCM) platforms. In this session, we’ll discuss the evolution of CCM from point solutions to end-to-end integrated infrastructures and how to transform traditional output into customer experience management by providing communications the way your customers want it.
LEARNING OBJECTIVES:
• The evolution of end-to-end communication processing into sleek, efficient factories
• How to create, design and deploy end-to-end customer communication use cases
• Understanding new platform architectures embracing microservices, REST APIs and other modern technology
TUESDAY I MAY 21 3:10PM - 4:00PM
SESSION
CCM PA
408 TECHNOLOGY INNOVATIONS
MODERATOR: CHRIS CANADAY – NORTHWESTERN MUTUAL
PANELISTS: ANDREW KELLER – USAA
ANTONIO BONNER – WELLS FARGO
Without a firm grasp on the business needs and technical know-how to deliver on them, IT strategies often falter, resulting in wasted resources and missed opportunities. In this session, you’ll gain invaluable insights into the IT landscape from a non-technical standpoint to align your IT initiatives with overall organizational goals. Delve into the intricacies of technology without the jargon, explore key concepts and emerging trends and learn best practices through a technical lens tailored for non-technical leaders.
LEARNING OBJECTIVES:
• How to avoid IT project pitfalls and successfully apply lessons learned
• The best technical approaches and tools for a successful implementation
• Technology insights that every business leader should know
SESSION FOCUS
CBT FT IDC
508 TRANSFORMING FORMS
SPEAKER: ERIC STEVENS – 4POINT
As more digital channels and customer touchpoints emerge, accessibility is playing a paramount role in ensuring user satisfaction. In this session, we’ll discuss how the Americans with Disabilities Act applies to forms, including mobile, online and PDF forms, how to make your forms accessible and how accessibility stands as a cornerstone for achieving an unparalleled user experience.
LEARNING
OBJECTIVES:
• Key elements of ADA compliance and WCAG standards
• How accessibility compliance applies to forms
• Improving the customer experience with an accessibility strategy
TUESDAY I MAY 21 4:10PM - 5:00PM
SESSION FOCUS CCM
CEM
109 209 309
CLOSING PANEL
MODERATOR: LESLIE SAPIENZA – PRUDENTIAL
PANELISTS: ANTONIO BONNER – WELLS FARGO
AARON HORSFIELD – UPMC HEALTH PLAN
MELISSA MCGLINCHEY – SBLI
The journey of building an effective and mature customer communications management (CCM) strategy is filled with many starts and stops, moving goal posts and uneven resources. In our exclusive Closing Panel, join senior CCM executives for a deep-dive discussion on how to navigate bridging the gap between vision and reality. From understanding your current position to implementing practical next steps, attendees will learn from shared experiences, uncover pain points and discuss strategies for building resilient programs amid changing business priorities.
LEARNING OBJECTIVES:
• Top tips from the conference you can apply right away at your organization
• How to future-proof your CCM strategy
• Overcoming gaps and pain points to advance your CCM roadmap
SESSION FOCUS
FT
PA
IDC
409 509
CLOSING PANEL
MODERATOR: RICHARD MEDINA – DOCULABS
PANELISTS: JESSICA OLIVEIRA – RBC ROYAL BANK
MIKKEL HARRIS – RBC ROYAL BANK
ROBERT SEPULVEDA – NORTHWESTERN MUTUAL
The rapid advances in Generative AI are overturning the “best” strategies for forms design, capture and document processing optimization. In our Closing Panel, we’ll critically assess the advances in Generative AI that should determine your strategy for e-forms, intelligent document processing and automation. You’ll hear from a panel of your peers on how to determine your current stage in the AI journey and how to create your roadmap to integrate AI into your operations.
LEARNING OBJECTIVES:
• Predictions for Generative AI for 2027
• How AI will impact forms and document processing
• Assessing where you are in the AI roadmap
Our exhibitors are leading the charge in the content management, customer communications and customer experience revolution.
4POINT 4point.com
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
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.
MESSAGEPOINT messagepoint.com
OPENTEXT opentext.com
OpenText, The Information Company,™ enables organizations to gain insight through market-leading information management solutions, on-premises or in the cloud. For more information please contact us at opentext.com/exstream#form ADOBE adobe.com
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
QUADIENT quadient.com
SMART COMMUNICATIONS
smartcommunications.com
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.
DOCULABS doculabs.com
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.
DOCUMENT STRATEGY MEDIA
documentmedia.com
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.
ACCUSOFT
ANTENNA
DATA
BELWO,
BLUECREST
FIS GLOBAL fisglobal.com
MACROSOFT macrosoftinc.com
POSTAL SOURCE postalsource.com
SPS NORTH AMERICA spsglobal.com
REVEILLE SOFTWARE reveillesoftware.com
M-FILES m-files.com
MHC mhcautomation.com
PAPYRUS SOFTWARE isis-papyrus.com
RICOH ricoh-usa.com
RRD rrd.com
SYMPHIO POWERED BY VIATECH symph.io
VENTURE SOLUTIONS venturesolutions.com
PARASCRIPT parascript.com
SEDIN TECHNOLOGIES sedintechnologies.com
SOLIMAR SYSTEMS solimarsystems.com
VIEWPOINTE viewpointe.com
EXHIBIT HALL HOURS
MONDAY MAY 20 4:00PM – 6:00PM featuring Triple D Reception
TUESDAY MAY 21 12:00PM – 3:00PM with Lunch Service
