Leveraging Reuse to Enhance the Customer Experience

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Recorded: May 11, 2017

Improved efficiency is often considered the primary benefit of content reuse. While reusable content can facilitate increased authoring and translation efficiencies, implementing a component content management system designed around enabling reuse can also significantly improve content quality, which contributes to an exceptional customer experience.

Learn how Waters Corporation enhances their customer experience by using SDL Knowledge Center to align its processes, drive content reuse, and standardize its information products.

Presented by Joshua Steen, Waters Corporation

Joshua Steen is the Process and Technology Manager at Waters Corporation where he oversees the content management technologies, content production policies and processes, and content migration initiatives for the Customer Experience and Knowledge Management department. For over 50 years, Waters has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance.

Josh has a Master's degree in Technical and Professional Writing from Northeastern University. Prior to joining Waters five years ago, Josh was the Documentation and Training Development Manager at McKesson Corporation, supporting healthcare management and claims processing software applications.

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