Author: Frank Gilbane (Page 20 of 70)

How to make a business case for voice and chatbot experiences

April 22, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

For all the promise of voice and chatbot applications, widespread adoption has been limited to fairly simple use cases, and even then getting the usability and appropriate scale right is a learning experience. This shouldn’t be surprising given the dependence on natural language processing. Nonetheless, the potential for well-designed voice and chatbot experiences is large. Erin Abler can help you understand why some organizations have been successful, and how you can get started with a business case.

B205. Making the business case for voice and chatbot experiences

Conversational voice and chatbot experiences are rapidly becoming the new norm in our houses, cars, and even some workplaces. Getting your news, weather, and driving directions is now as easy as asking for them aloud. But if you’re wondering what the business case is, you’re not alone. For many product owners, strategists, and marketers, it’s still hard to envision a viable way to get started. We work with clients every day who’ve taken on this exact challenge and found success. Through real-world examples, this presentation will show you how to identify and pursue the right opportunity for your next conversational design project. We’ll cover why people choose conversational interactions over other digital experiences, how to uncover legitimate use cases for your business, and how to avoid common stumbling blocks in the design and development process. You’ll walk away knowing how to identify a compelling conversational experience for your brand, and be ready to navigate the challenges and opportunities of working with emerging conversational interfaces.

Tuesday, April 30: 4:15 p.m. – 5:00 p.m.

Erin Abler
Principal Conversational Designer
Mobiquity

Learn more & register with code FG19 for best available price

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Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Gilbane Advisor 4-16-19 — Rules & data, ad blocking, use metadata, journey mapping

April 16, 2019 / Frank Gilbane

The Guardian’s old-article trick

“… this is a great idea, one worth replicating elsewhere. But it’s also a reminder of the power publishers have to use their article metadata to improve public understanding — and how little they use it. When one of your old stories is floating around social media in a way that causes confusion, you can do something about it.” Read More

Is ad blocking past 2 billion worldwide?

Doc Searls: “The answer is, we don’t know. Also, we may never know, because”… Read More

Journey mapping: 9 frequently asked questions

Journey maps are useful for building common ground in an organization, but practitioners often have questions and misunderstandings about their scope and how to create them. Read More

Bitter lesson + better lesson = lesson

Many of you will remember the rules vs data debates from the early days of machine translation and image recognition. There is a similar debate currently going on in AI research. The main differences are the dramatic improvements in deep learning, facilitated by the availability of massive computing power. The current discussion seems more secular, and concerned with relative costs and efficiencies. This post, “Better lesson” is by Rodney Brooks, but also checkout Rich Sutton’s “Bitter Lesson”, which Brooks links to. Both posts are short and very accessible. Read More

Just 2 weeks until…

Gilbane’s Digital Experience Conference

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Also…

Why do managers ignore employees’ ideas? Often they are not empowered… via HBR
Looks like an easy way to get started… The GDPR Canvas & how to use it via Tech GDPR
AiriPods (not a typo). Thoughts on iPods, AirPods, and Apple Watch. via Asymco
The NYT built an open source collaborative documentation site that may work for you. via Times Open

The Gilbane Advisor curates content for content management, computing, and digital experience professionals. We focus on strategic technologies. We publish more or less twice a month except for August and December.

Three weeks till your DX strategy checkup

April 9, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

This year’s DX conference is in three weeks, and features 36 carefully curated presentations by well-known experts on digital experience technologies and practices for marketing and the workplace. There are also additional sessions covering CRM, customer service, and speech technology available to you from our co-located partner events. See highlighted presentations below, the complete program, and learn about all the activities available to you. Then…

Register with code FG19 for best available price

DX Technologies for Customers and the Workplace Track

Creating Connected Experiences
Visualize—Then Optimize—Your DX Stack
There’s No AI Without IA (Information Architecture)
Is Block-Based Editing the Future of Web Content Management Systems?
CDP or Multi-Channel Hub? A Martech Journey
Alphabet Soup: CAT, CMS, TMS, PIM, & the APIs That Connect Them

DX Practices for Customers and the Workplace Track

Making the Business Case for Voice and Chatbot Experiences
Designing Workstreams to Support Business Processes
Building the Modern Digital Membership Organization
Engaging Ecommerce Content Search
Breaking Down the Regs: DX at the ATF
Exploring & Making Decisions About Content at Scale

For more regular updates see the Gilbane blog

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Learn how to create connected experiences

April 3, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

Connections are core to digital experience initiatives at every level. At the top, your organization needs connections with customers that are genuine, consistent, on-target, and fast. Delivering this requires that connections with partners, and employees, have similar qualities and smooth supporting processes. And technology systems also need to be connected in ways that enhance the experiences of each of your audiences. Jeff Cram will help you get a handle on how all this connects!

A106. Creating Connected Experiences

Stop acquiring more marketing technology and start better connecting it to your digital customer experiences. This session helps you realize the full potential of your existing martech investment by better aligning it to your customer experience strategy and digital execution. Drawing from decades of experience leading complex, digital experience initiatives, Cram and team share practical frameworks and models to find and fix the cracks in your digital customer experience and better connect your marketing technology to support the customer journey.

Monday, April 29: 4:15 p.m. – 5:00 p.m.

Jeff Cram
Chief Strategy Officer and Co-founder
Connective DX

Learn more & register with code FG19 for best available price

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How to deliver digital excellence with global compliance & integrity

March 29, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

It hasn’t always been easy for governance and compliance issues to get the attention they need in organizations. This has been especially true with regard to digital content. In today’s global environment they are not something that can be easily ignored. Also, businesses are realizing that governance is not just about legal protection. There are customer experience, brand, market reach, and operational benefits as well. Join expert Kristina Podnar to learn more…

B106. Delivering digital excellence with global compliance & integrity

Faced with complex multi-site, multi-language, multi-channel digital presences, many organizations struggle to provide exceptional digital customer experiences, especially those on a large, distributed digital team. With the growing number of compliance requirements and international regulations, can you successfully deliver a digital strategy with repeatability and integrity? This talk defines policies and standards that can be leveraged throughout the enterprise for digital success—whether that is a website redesign, technology re-platform or implementation of mobile applications and social software.

Monday, April 29: 4:15 p.m. – 5:00 p.m.

Kristina Podnar
Digital Policy Consultant, NativeTrust Consulting LLC

Learn more & register with code FG19 for best available price

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Building a modern digital membership organization

March 27, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

Jay Brodsky is a senior executive equally versed in business and technology, who has been through multiple digital transformations. This is just the type of person you want for a large-scale digital transformation initiative, and he must like them because he recently signed up to take on another at the American Geophysical Union. Learn what Jay and AGU are thinking and planning for their modern digital membership organization.

B201. Building a modern digital membership organization

American Geophysical Union (AGU), a global scientific association promoting discovery in Earth and space science for the benefit of humanity, is on a 3-year path to implement a modern, flexible digital framework supporting its efforts. AGU’s vision to “galvanize the collaborative work of their members and communicate their work and its power to ensure a sustainable future” is empowered by digital tools. But key to this transformation is the adoption of a new culture and operating model for AGU to become a “platform for science,” delivering services wherever discovery and connections take place. AGU is rethinking the experience of its 25,000-person annual conference; building new ways to interact with the content of 20 peer-reviewed journals, a science magazine, and numerous books; fostering collaboration and dialogue; and doing all of this with the highest ethical standards and an eye to diversity and inclusion. This presentation speaks to this journey, discussing some of the parallels between our digital transformation and that of others adopting membership-based models to replace their traditional, subscription-oriented businesses, and addressing to the challenges faced along this path.

Tuesday, April 30: 10:45 a.m. – 11:30 a.m.

Jay Brodsky
Chief Digital Officer, American Geophysical Union

Learn more & register with code FG19 for best available price

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How do you “do” personalized experiences?

March 25, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

Personalization is hard, and not getting it right isn’t an option — we’ve all experienced what that can look like. Colin Eagan provides a road map — what an “experience designer” needs to do throughout the process from technology selection through to iterative improvement.

B104. Designing Personalized Experiences

It’s now estimated that some 45% of organizations have attempted to personalize their own homepage in some way — but fewer than a third think it’s actually “working.” If that scares you, you’re not alone: As personalization technology races from niche to mainstream, the design community is racing to catch up. It’s time for a UX intervention. This highly practical talk focuses on the role of experience designer in influencing user-centered personalization design, including technology selection, user data models, and, of course, wireframes. Specifically, it covers what the well-versed designer should know about the latest personalization technology; what to do when you get a request to “do personalization” (either at your organization or your clients’); how to fit personalized user content into a larger information design system; how to use your role in UX to influence technical product selection; grow to translate actual user needs into a real-time user data model (“living personas”); wireframe-level guidelines for introducing personalized components in web and email; and creating a measurement framework based on “quick-wins” and iterative improvement.

Monday, April 29: 2:15 p.m. – 3:00 p.m.

Colin Eagan
Principal, User Experience Design, ICF NEXT

Learn more & register with code FG19 for best available price

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Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Integration of open source and proprietary technologies — a case study

March 21, 2019 / Frank Gilbane

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

Technology and operational integration remain the most difficult and costly implementation issues for digital experience and digital transformation initiatives. Understanding the integration technologies and practices most critical for your project is a requirement for success. Integrating open source and proprietary technologies can save cost, but what’s involved? Does open source add additional challenges? Veteran Joe Bachana describes a current project integrating a mix of five different systems. This is bound to be interesting!

A201. Case study in integration of open source with proprietary technologies for AGBU, a global not-for-profit

In this talk, Joe Bachana presents how open source technologies such as Drupal (CMS), Entermedia (DAM), OpenKM (records management), and CiviCRM (CRM) are being implemented with an Intacct Accounting System for the Armenian General Benevolent Union (AGBU). The resulting system manages the entire customer relationship, from inception through to management of donations and membership activities.

Tuesday, April 30: 10:45 a.m. – 11:30 a.m.

Joseph Bachana
President, DPCI

Learn more & register with code FG19 for best available price

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Gilbane Conferences have been providing content, computing, and digital experience professionals with trusted content since 2002.

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

B205. Making the business case for voice and chatbot experiences

Learn more & register with code FG19 for best available price

Diamond sponsors

Platinum sponsors

The Guardian’s old-article trick

Is ad blocking past 2 billion worldwide?

Journey mapping: 9 frequently asked questions

Bitter lesson + better lesson = lesson

Just 2 weeks until…

Gilbane’s Digital Experience Conference

Also…

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

Register with code FG19 for best available price

DX Technologies for Customers and the Workplace Track

DX Practices for Customers and the Workplace Track

Diamond sponsors

Platinum sponsors

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

A106. Creating Connected Experiences

Diamond sponsors

Platinum sponsors

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

B106. Delivering digital excellence with global compliance & integrity

Diamond sponsors

Platinum sponsors

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

B201. Building a modern digital membership organization

Diamond sponsors

Platinum sponsors

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

B104. Designing Personalized Experiences

Diamond sponsors

Platinum sponsors

Gilbane’s Digital Experience Conference

Washington DC April 28 – 29, Workshops May 1

A201. Case study in integration of open source with proprietary technologies for AGBU, a global not-for-profit

Diamond sponsors

Platinum sponsors

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