How HP Is Implementing an Omnichannel Support Experience

Track: Content Management | CM5 |
Friday, June 16, 2017, 9:00am – 9:45am
Held in: Room H3
Presenter:
Fulvio Marfoni - HP
Host: Scott Abel

HP is looking at ways to improve their customer support experience, being that this is an individual support experience or an enterprise/corporate support experience: Omnichannel is the word of the moment. We will discuss how HP is moving from silo experiences to a more cohesive approach that will recognize the different steps a user will take to get issues addressed (such as call centers, social, web or onsite). DITA, taxonomy management and user registration will be part of the discussion as well as how we are changing the organization to make this happen.