Stratford, CT – The DOCUMENT Strategy Forum (DSF) is pleased to announce it will kick off its 2017 Conference with a Breakfast Keynote, featuring Forrester Vice President and Principal Analyst Craig Le Clair, titled, “State of the Customer Communications Management (CCM) and Information Management Industry,” on Monday, May 1, 2017 at the Chicago Marriott Downtown Magnificent Mile.

In today’s consumer-driven society, a strong customer engagement strategy has never been more important. Customers now expect interactions with companies to be on their terms and at their convenience. What does this mean for companies today? It means being able to engage customers with relevant, timely, and personalized information in their channel of choice is critical to delivering effective and consistent customer experiences (CX). Companies that are able to do this will have a key advantage over their competitors in 2017 and beyond. Orchestrating a sound strategy, aligning enterprise-wide communications, and leveraging intelligent information assets requires a new mind set.

In this Keynote, Forrester will review the state of customer engagement today, how organizations can build a customer engagement strategy, the evolving role of data and information management, the technology landscape, and best practices, including:

  • Competencies of mature customer engagement companies
  • The future of CCM and role in digital experience management
  • CCM and information management best practices
  • CCM and enterprise content management (ECM) vendor landscape and review

“For the last several years, customer experience strategies have become a top agenda item for many senior leaders, but the barriers and siloes of customer engagement are real and formidable. Looking at the critical customer communications we send out and the information assets we leverage to engage our customers is a great start to overcoming these siloes,” says Allison Lloyd, Editor and Vice President of Conference Programming, DOCUMENT Strategy Media and Forum. “We are very pleased to welcome back Forrester to DSF ’17 to address the next generation of customer engagement strategies.”


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