Customer Communications Virtual Summit

Customer Communications Virtual Summit logo

Learn from Industry Experts while we all practice social distancing

Strategies for staying in touch with your customers

With the cancellation or postponement of several industry events, we invite you to join us as we bring together the most respected Customer Communications experts in the industry to share valuable insights into the strategies to help optimize and improve your customer communications. This free, virtual, full day event will feature engaging thought leadership sessions, demonstrations and collaboration opportunities to help you stay on top of the latest in:

Output Management
eDelivery
Accessibility

The Customer Communication Virtual Summit is your platform to learn, gain key insights and network with industry experts.

Explore our virtual sessions

With 3 tracks and 30 sessions, you can learn about the topics that matter to you most. Whether you're in Operations, IT, Customer Experience or Document Accessibility, this Virtual Summit features expert sessions and technical demos that will leave you with a solid understanding of how you can tackle the challenges related to optimizing your customer communications.

Featured Speakers

We are honored to be joined by industry leaders and our innovative customers. Stay tuned for more speaker announcements as we approach our event kickoff.

Matt Swain headshot

Matt Swain
Managing Director
& Practice Lead

Broadridge Communications
& CX Consulting

Kaspar Roos headshot

Kaspar Roos
Founder & CEO
Aspire Customer Communications
Services

Pat McGrew headshot

Pat McGrew
Managing Director
The McGrew Group

Gina Ferrara
Senior Analyst
Madison Advisors

Lainey Feingold headshot

Lainey Feingold
Lawyer & Writer
The Law Offices of
Lainey Feingold

Kathy Lovell headshot

Kathy Lovell
ADA Manager
Regions Bank

John Slaney headshot

John Slaney
CTO
Content Critical Solutions

Birkir Gunnarsson headshot

Birkir Gunnarsson
Digital Accessibility Lead
Truist

Agenda

10:00 - 10:15

Welcome

10:15 - 11:00

KeyNote: Communicating in the New Normal
Matt Swain, Managing Director and Practice Lead,
Communications & CX Consulting at Broadridge

COVID-19 is wreaking havoc on traditional norms across our society, including how companies engage with their customers. The longer this pandemic persists, some temporary measures are likely to morph into new norms. Join Matt Swain in this keynote session to hear his perspective on implications for the future of communications relative to business priorities and consumer preferences.

11:00 - 11:05

Breakout to Tracks

Output Management

11:05 - 11:45

Office mail made easy: Print and mail remote-generated communications in your production operation
Joe Eremita, BlueCrest

Details

The global pandemic has reinforced the need to be able to deliver high quality customer communications from remote locations, especially the home office.  This session will discuss ways to be faster and more nimble when sending important client communications generated remotely all while maintaining high levels of accuracy, productivity and managing costs.  The answer may lie within your production environment.

11:45 - 12:30

The need for ECP in a time of significant change
Kaspar Roos, Aspire

Details

The CCM to CXM evolution is continuing at pace, driven by changing consumer behavior alongside advances in technology. Enterprises today are responding by digitally transforming their customer communications in order to remain effective. This is particularly necessary with the current global backdrop, which is pushing more businesses into digital realms than ever before. In this presentation, Kaspar will talk about how Enterprise Communications Processing (ECP) has evolved to help high volume print production facilities control, process, and deliver omni-channel customer communications through a single platform, and the tangible benefits it is bringing for businesses today.

12:30 - 1:10

Success through Managing your Workflow
John Slaney, Content Critical Solutions

Details

Focused on optimizing their production workflow and business processes across multiple sites, Content Critical implemented a new workflow automation platform resulting in greater asset utilization, increased document integrity and significant efficiency gains. John Slaney shares his insights on the critical learnings and key success factors with this implementation.

1:10 - 1:50

Inkjet Enablement
Kevin Duane Roman, Canon

1:50 - 2:20

Integrate, Automate and Orchestrate: Optimize Workflows and Drive Results
Crawford Technologies

Details

Integrate, automate and orchestrate every step of your Customer Communications Management environment to reduce costs, increase quality and improve operational performance.  In this session, we’ll demonstrate how PRO Conductor can help your team automate tasks and reduce errors while gaining real-time visibility and insights to optimize workflows and drive results.

2:20 - 3:05

Developing a Workflow Mindset: Picking up Money from the Production Floor
Pat McGrew, McGrew Group

Details

Every business and every production floor has a workflow. It’s sometimes called other things, but there are processes, documented and undocumented, that move work into the shop and through production, cause billing to happen, and manage delivery. Even today, many shops still operate with a single team member who is the source of all knowledge and use a series of spreadsheets and notice boards tracking physical job traveler envelopes. Today there are processes and tools that can add automation without breaking the bank that are worth considering, but you need to know what problems you are trying to solve and what questions to ask. This is the presentation that gives you the toolset to embark on your next, efficient, workflow process.  Take-aways:

  • Defining the workflow mindset
  • Automation via The Crawl, Walk, Run approach
  • Assessing gaps
  • A starter kit for implementing your new workflow mindset

3:05 - 3:45

It All Starts with Address Quality
Chris Lein, BCC Software

Details

A Complete, Correct, and Current address is the only way to ensure timely, predictable, and ultimate delivery of a mail piece. And despite our best efforts, the USPS still reported an Undeliverable As Addressed mail volume problem in excess of 6 billion pieces in 2019. Of that 6 billion, nearly 4 billion was treated as waste. The total cost of this UAA to the USPS was over $1.5 billion, but it is estimated to cost the industry approximately $20 billion in total mail preparation – to say nothing of the lost revenue and business opportunity that comes from not reaching your intended recipient.  In this session, Chris Lien, President of BCC Software, will discuss some of the tools and best practices in address quality to transform questionable data into a trusted source of truth for your organization.

3:45 - 4:25

Monochrome Toner to Inkjet Migration
Richard Lee, Delphax

4:25 - 5:05

Necessity of Re-Engineering as Part of Workflow
Harvey Gross, Crawford Technologies

Details

Process automation (Workflow) is most effective when all the data and operations are the same. The reality for most organizations is that data and documents come from different departments, subsidiaries, or outside sources, and are rarely identical. Normalization is difficult, with the mix of formats and designs changing as the organization adds new work. In this session we’ll explore the “work behind the workflow” that truly enables process optimization.

eDelivery

11:05 - 11:45

Optimizing the Digital Customer Experience
Scott Baker, Crawford Technologies

Details

Businesses that create an exceptional customer experience (CX) can gain an advantage over their competitors. They recognize that communications are critical to establishing and maintaining customer relationships and that personalizing the delivery of customer communications is essential to the success of their CX strategy. This session covers how you can easily overcome the challenges of taking communications that were originally designed and formatted for physical delivery and converting them into a format suitable for electronic presentment ensuring your customers receive the right information at the right time in the right format.

11:45 - 12:30

Digital Transformation:  What's All the Buzz About?
Gina Ferrara, Madison Advisors

Details

Digital transformation is not just another technology catchphrase.  It is an enterprise-wide business initiative that requires a well-defined strategy for success.  The road to digital transformation (DX) is not one that can be driven solo because it needs to incorporate insight from cross-functional teams that include those responsible for CCM and customer experience (CX).  This session will cover the what, why and how needed for developing a successful digital transformation strategy and why it is critical to integrate CCM and CX  to meet customers’ expectations.

12:30 - 1:10

When Your Current Systems No Longer Help You Do Your Job, It’s Time for a Revolution
David Jones, AO Docs

Details

According to AIIM research, 92% of organizations believe that they must modernize their information management strategy in order to meet the challenges of information chaos and confusion.
But there are challenges.  YOU understand the problems created by overflowing and incompatible information silos.  YOU understand that accessing content across multiple platforms is a major challenge.  YOU understand that being part of the bigger conversation early on is very important for ALL stakeholders – both IT and non-technical users.  But how do you break the status quo?
In this session, you'll discover the value, and the power, of actively participating in revolutionary projects in your organization, and answer questions like:   How YOU can start the conversation?  What’s YOUR role in modernization?  The ‘Why’ and ‘How’ of modernization.  Walk away with a clear business case to learn not only why your organization needs a revolution, but also why YOU need to be a champion to your workgroup about this exciting venture.

1:10 - 1:50

Digital Strategy – The Core of your Transformation
Dave Parks, enChoice

Details

Digital Transformation is too often focused on the modernization of technology.  The key to real transformation is to deliver innovation that provides competitive advantages, with a primary focus on the customer experience.  This is true in both business-to-business and business-to-consumer solutions.  Learn how Digital Strategy can change your thinking and help deliver competitively disruptive transformations.

1:50 - 2:20

Go Mobile: Improve CX with Mobile Ready Documents
Crawford Technologies

Details

Customer experience remains a strategic priority as organizations understand that it is critical for maintaining customer loyalty and continued growth. Customers receiving marketing or transactional communications expect a personalized communication, constructed in a format that is appropriate to the channel and device being used. Faced with having to transition countless, complex communications to modern digital communication methods, enterprises and print service providers have found the implementation cost, resource requirements and timeframes to be excessive and prohibitive.   This session and GoMobile demonstration will show on how you can easily transform existing composed documents into responsive mobile-ready communications.

2:20 - 3:05

ECM Migration Success
Ken Schmidt, Ameritas

3:05 - 3:45

AI & Content: Modernizing Financial Services
Chris McLaughlin, Nuxeo

3:45 - 4:25

An integrated CX Approach – Omnichannel, Seamless and Personalized
Matt Tredinnick & Kevin Ricks, Pitney Bowes Software

Details

Findings from a 2019 CMO Council and Pitney Bowes study of over 2,000 global consumers, found that when it comes to selecting a channel of choice, everyone agrees: Omnichannel IS the Critical Channel of Choice.  So how are brands meeting this expectation? Are marketers, customer experience and service professionals truly delivering on omnichannel experiences? Are the tools we are using actually reaching our customers where and when THEY prefer.  Join us as we explore the Critical Channels of Choice research and examine how to provide meaningful business impact and win in the highly competitive battleground of customer experience.  Discover the channels that deliver across web, mobile, print, email, SMS, chat and video, enabling customer-obsessed organizations to embrace new market opportunities and exceed expectations.

4:25 - 5:05

AI in Content Services
Chris McNulty, Microsoft

Details

Project Cortex, coming later this year to Microsoft 365, applies AI to empower people with knowledge in the apps they use every day, automatically organizing content and expertise across your systems and teams to create a knowledge network, with built-in security, compliance and workflow.  Join us for an overview of our AI that helps you classify and manage content throughout Microsoft 365 with Project Cortex.

Document Accessibility

11:05 - 11:45

Accessibility 101
Ligia Mora, Crawford Technologies

Details

Implementing Document Accessibility requires a strategy and understanding of physical and digital documents. We will discuss what to consider and what to implement.

11:45 - 12:30

Top 10 US Bank Succeeds with Document Accessiblity
Birkir Gunnarsson, Truist

Details

A real-life story of a major bank that has implemented both website and document accessibility solutions, and the lessons they've learned.

12:30 - 1:10

Regions Bank: Our Journey to Accessible Transaction Documents
Kathy Lovell, Regions Bank

Details

The journey of a super-regional bank’s development and delivery of accessible PDF online bank statements.

1:10 - 1:50

Accessible Document Design Basics
Karen McCall, Open Access Technologies

Details

This session takes a look at the basic best practices in accessible document design. A key component of accessible document design is to create it once but then repurpose it to other formats with little or no remediation. To do this, a document author needs to know what tools are available to them and where to find them. This session will give you a good head start!

1:50 - 2:20

Remediation Challenges: Files That Don't Fit Inside the Box
Mackenzie Banks, Crawford Technologies

Details

Many PDF accessibility issues have clear-cut solutions. But what about those that don't? We'll demonstrate how thinking outside the box results in high-quality accessible files.

2:20 - 3:05

Accessibility as a civil right: What's happening in the digital accessibility legal space
Lainey Feingold, Law Office of Lainey Feingold

Details

Around the world there is a growing recognition that digital accessibility is a civil / human right of people with disabilities, an innovation driver, and a public and corporate value. Laws and regulations support digital inclusion, and in the United States legal activity around accessibility continues to grow.  Lawsuits, Structured Negotiation, government activity, and every day advocacy by people with disabilities are shaping the legal side of accessibility in the public, private and education sectors.  Legal compliance should not be the driver of your organization's accessibility efforts yet understanding the legal side of accessibility is a critical tool in the inclusive toolbox. This session will talk about how organizations can meet legal obligations while establishing a culture of inclusion and accessibility to avoid legal pitfalls.

3:05 - 3:45

Document Accessibility Infrastructure to Avoid Litigation
Scott Baker & Dennis Quon, Crawford Technologies

3:45 - 4:25

The Return on Investment of Accessibility
Greg Williams, Deque

Details

By making your website accessible, your organization can capture a huge, overlooked market share, reduce your legal risk, lower call-center costs, and boost brand value.

4:25 - 5:05

Future Proofing your Accessibility Program
Scott Baker & Dennis Quon, Crawford Technologies

Details

Regardless of document type, achieve accessibility compliance and usability now and in the future by leveraging automated technology in a comprehensive Accessibility Platform.

5:05 - 5:10

Closing

Platinum Sponsor

crawford technologies logo

Presenting Sponsors

Microsoft logo
Deque logo
AODOCS logo