Enhancing the Customer Experience through Dynamic Content Delivery

Until recently product content and customer experience have generally been viewed as separate things. That is, content is the material designed to attract, support and retain a target audience. And customer experience is essentially a catch-all concept to describe company perception. In reality, content and customer experience are and always will be integrated.

Today’s customer accesses product content through an average of seven different touchpoints to find information, share knowledge, submit questions, and get answers. Studies show that 90% of consumers expect the customer experience to be consistent across these various channels and touchpoints.

In the quest to provide a truly personal and interactive customer experience, organizations, such as ServiceNow, are revolutionizing the access and delivery of product documentation and shifting away from the old paradigm of wikis, cumbersome PDF books or insulated online help. In this session, Oron and Fingold explore how companies can deliver personalized and consistent product documentation across all customer touchpoints to include web search, documentation portals, support knowledge bases, contact centers, and social customer communities while providing a cohesive and consistent user experience.

What can attendees expect to learn?

We’ll deep dive in an interactive session with ServiceNow Senior Program Manager at Service Now, Sharon Fingold. Fingold and Oron will share first hand tips from the field on modernizing, transforming and innovating the customer experience with existing product documentation resources.

Meet the Presenter


Sharon Fingold has more than 20 years of experience in content development and delivery for high tech companies. As a manager, and program manager for startups and large companies she has focused on transforming content development and delivery practices to increase efficiency and meet customer needs. At VMware, Sharon was responsible for moving the Technical Publications organization to DITA and a CCMS. As the Senior Program Manager for Documentation Delivery at ServiceNow, Sharon is currently focused on web delivery and the Information Development team’s portfolio of transformation initiatives, including SEO, site search success, analytics, and user experience.

Gal brings over twenty years of experience in sales, engineering, and enterprise management to the Zoomin team. Gal has proven success in leading and scaling global enterprise software companies.  Prior to Zoomin, Gal was a partner at Trigger Partners, an investment company specializing in technology companies worldwide. Previous to his work at Trigger, Gal led M&A transactions at VERINT (NASDAQ: VRNT), a leader in customer engagement optimization. Gal served for nine years in various executive management positions at Orsus, a pioneer and market leader in the field of Situation Management. Gal was President of Orsus for four of those years, leading its acquisition by NICE Systems (NASDAQ: NICE).

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