Proving your Team’s Value through the Customer

Presentation Abstract

Being viewed as an important contributor to your company’s success often means doing more than just developing content.
At Waters, a multi-year effort to build a stronger focus on the customer experience and become user advocates has earned the team a solid standing as contributors to the company’s success. The technical documentation team has transformed to become the Customer Experience and Knowledge Management team (CXKM). The CXKM team works with product teams, the field, and customers to understand, first-hand, how products are developed, deployed, and operated. This knowledge is used to build strategies that ensure we are delivering our key content in the most meaningful way for our customers through innovative knowledge management, information delivery and customer experience design, and that our product teams develop offerings that are easy to use, learn, service, and support.

What can attendees expect to learn?

Join Pat to develop an understanding of how Waters content development team started out small to leverage customer experience activities to establish their team as an important contributor to the company’s success, and matured their organization to be much more than “just a doc team”.

Meet the Presenter

Pat Burrows’ career spans the full arc of our industry in various roles from Technical Writer to Manager to Director and Consultant. Working in both high tech and the scientific industries, Pat has led multiple global teams in both content development and information architecture and has helped small companies and large corporations “think inside the box” about the creation and delivery of their content. Her expertise is in change management and leading shifts in mindset for structured authoring and digital experience, motivating teams to deliver future-state results, and shaping the intricate politics that can define the direction of information development.

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