This document summarizes the winners of the 2015 Customer Experience Recognition Awards (CERAs) which recognize outstanding contributions to the customer experience made by content developers. It lists the award categories and winners, including Conga for overhauling its support site and Cisco for its use of gamification to drive employee engagement. The document concludes by naming Conga as the overall Best in Show winner for 2015.
13. The Customer Experience Recognition Awards
(CERAs) recognize outstanding contributions to
the customer experience made by content
developers.
Techwhirl.com
17. Accessibility
Microlink PC Ltd
Microlink Workplace
Adjustment System –
Mi Case
Created a streamlined
system for Lloyds
Banking Group to solve
internal workplace
adjustment issues.
21. Customer Support –
Technical Communications
Conga
CongaSphere.Com
Overhauled its existing
support site into a
comprehensive,
functionally organized
portal supporting the
customer journey.
23. Employee Engagement
Cisco Systems
Knowledge
Champions League:
Driving Employee
Engagement with
Gamification
Through gamification,
Cisco transformed
engineers’ knowledge
and expertise into
valuable, customer-
consumable content.
25. Information Discovery
Juniper Networks
Juniper Networks
Data Center Design
and Architecture
Center
The D&A Center
interactively guides
customers as they build
and evolve their data
center networks.
27. Translation / Localization
GE Healthcare
Great translation results
from a GREAT Global
Ultrasound Technical
Documentation Team
The GE Ultrasound Tech
Pub team achieved a
critical business
imperative: Facilitate on-
time documentation
/translations.
29. User Community /
Social Media
Cisco Systems
Cisco Live 2015
Enabled valuable
connections with onsite and
online attendees, fostered a
strong community, and
optimized the conference
experience for everyone
participating onsite, online,
or simply joining the
conversation.
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Dr. Andrew Bredenkamp Founder & CEO
Dr. Andrew Bredenkamp is founder and CEO of Acrolinx.
Andrew has been solving content problems for the world’s biggest brands for over 25 years.
Before starting Acrolinx, he was Head of the Technology Transfer Centre at the German Research Center for Artificial Intelligence (DFKI) Language Technology Lab.
He holds degrees in languages, linguistics and a Ph.D. in Computational Linguistics. In addition to all this, he is on the advisory board of a number of organizations, including Translators without Borders.
Please help me welcome Dr. Andrew Bredenkamp
Dr. Andrew Bredenkamp Founder & CEO
Dr. Andrew Bredenkamp is founder and CEO of Acrolinx.
Andrew has been solving content problems for the world’s biggest brands for over 25 years.
Before starting Acrolinx, he was Head of the Technology Transfer Centre at the German Research Center for Artificial Intelligence (DFKI) Language Technology Lab.
He holds degrees in languages, linguistics and a Ph.D. in Computational Linguistics. In addition to all this, he is on the advisory board of a number of organizations, including Translators without Borders.
Please help me welcome Dr. Andrew Bredenkamp
The Customer Experience Recognition Awards (CERAs) recognize outstanding contributions to the customer experience made by content developers.
14
Our categories
Accessibility (Expanding Access)
Customer Support - Technical Communications (Post Purchase)
Employee Engagement (Internal Initiatives)
Information Discovery (Sales Process)
Translation / Localization (Expanding Access)
User Community/Social Media (Marketing/Brand)
Accessibility - Expanding Access to all customers to addresses their needs
Our winner: Microlink PC
Microlink Workplace Adjustment system for Lloyds Banking Group
Microlink is a UK based company – providing Assistive Technology and consulting to large and small companies. Their vision is to create an inclusive society.
They reengineered the LBG ad hoc ‘reasonable adjustment process’ to create a carefully designed ‘workplace adjustment service’, emphasizing a change of ethos to supporting employees to meet their needs and to optimize their contribution at work, rather than compliance with legislation.
Streamlined approvals
Centralized funding
Created a single well publicized point of entry for all new hires
Outcomes
Decrease in assessment and service costs, decrease in adjustments after 1st Contact decreased nearly 40% and nearly 1.2 million pounds in productivity gains in the program
Customer Support – Technical Communications - Post Sale Support through contact that enables the customer and employee to better understand how to use a service / product and ensure customers feel pleased with what they purchased
We are about recognizing great works and rewarding them for their efforts:
Cisco Systems and Cisco Merakee
Customer Support – Technical Communications - Post Sale Support through contact that enables the customer and employee to better understand how to use a service / product and ensure customers feel pleased with what they purchased
Winner: Conga Software
Their CongaSphere.Com Project
Founded in 2006, Conga® is the developer of the Conga Suite of cloud-based document generation and reporting applications for Salesforce®.
A customer survey indicated that the existing support site was inadequate and difficult to use. Business Analysts fielded far too many calls that were simple and with answers that should have been found on the support site but weren’t.
Outcome of their work: an exciting, visually appealing, and well-organized site to support external and internal audiences.
Reduced support costs due to well structured content
Increased visibility on Google search
Demostrated approvals by internal staff and public recogntion on the Salesforce.Com AppExchange system
Employee Engagement -- Internal Initiatives – Employees are critical to any efforts to improve the organization, enhance the products or drive innovation, and as such are an important group of customers.
Winner: Cisco Systems
Their Knowledge Champions League
A need for Cisco to produce more content to allow for customer self service
The challenge: How to engage and motivate over 4,000 Technical Assistance Center (TAC) Engineers across the globe to transform their knowledge and expertise into content our customers can use?
Solution: Knowledge Champions League Introduce gamification (2 week work rotation to a TAC location of choice), improved their content technology to make it easier to share, and altered workflows to make the process of sharing easier.
Results:
• 55% Increase in TAC authors publishing content to cisco.com
• 43% Increase in TAC authors creating internal content
• 47% Increase on number of articles published yearly
• • +1M Yearly customer views on externalized articles
Information Discovery - customers are becoming far more educated before “first contact” – information to help them make the buyer journey – to you of course, not our competitor
Winner: Juniper Networks
Juniper Networks Data Center Design and Architecture Center
The problem: Juniper’s site was organized by product or content type (product documentation, white papers, marketing documents, customer education, or case studies) rather than by architecture or customer requirement. Locating information difficult and created a disjointed user experience that failed to highlight relationships between assets.
Solution: an online platform that delivers an architected user experience which enables customers and partners to make informed decisions as they build and evolve cloud data center networks. This interactive site is designed to educate, support and enable customers throughout their buyer journey
The results: significant increase in customer satisfaction and increased interest in Juniper’s QFabric/Data Center products and services. Visitors get the information they need, when they need it to help them make better decisions.
Translation/Localization - Expanding Access – Customers live and work in the global marketplace, with unique cultures and languages that drive their buying journeys.
Winner: GE Healthcare
Global Ultrasound Technical Documentation Team Transation work
Problem: GE had a siloed content production environment, which was costing them millions in translation costs. Global releases lagged 3 to 5 months due to the translation delays; documentation and support was extremely fragmented.
Solution
Utilized 6 sigma to developed a cohesive content development strategy to meet
Centralized writing and content
Implemented a Global Information Management TMS translation portal
Training and support for all team members on new technologies, strategies and development approaches
Outcomes: no longer cost center, now facilitator of global sales at launch, 95% content reuse, cost down from millions to less than 100K, translation cycle times decreased from 3-5 months to less than 2 months.
User Community/Social Media - Branding / Marketing – When customers connect with each other and build relationships with you they can have a powerful effect on the brand and the bottom line.
Winner: Cisco Systems
Cisco Live 2015
Their challenge: create the same community feel for Cisco Live attendees - 26,000 in-person registrants, more than 80,000 online - participating remotely as those who attend in person.
Solution: increase use of social media to create a truly “attendee-aware” event — one where each in-person and online attendee feels recognized, can contribute to the event conversation, and forges an authentic and ongoing connection with the Cisco brand.
Building Awareness, Generating Buzz thru user generated content, Going From Virtual to Visual: Putting a Face on Social Media Interactions during, Encouraging the On-Site Conversations and Monitoring the Discussion, Demonstrating Responsiveness by the Cisco Team
Outcomes: +59% increase in total reach for event, +70% increase of mentions on social media channels, Significantly more attendees this year than last year indicated they will buy Cisco products sooner as a result of attending this year’s Cisco Live
Finally, it’s time to name our best in Show.
Candidates:
The winner of the 2015 CERA Best in Show is:
Conga and their CongaSphere.Com Customer Support Project
Outcome of their work: an exciting, visually appealing, and well-organized site to support external and internal audiences.
Reduced support costs due to well structured content
Increased visibility on Google search
Demonstrated approvals by internal staff and public recognition on the Salesforce.Com AppExchange system
That concludes our 2015 program.
A quick thank you to our gracious hosts for the CERA Lunch:
Scott Abel, The Content Wrangler
Val Swisher – Content Rules
121 Captions for providing the live captioning
Our thoughtful judges
All of our entrants and winners
We appreciate it and look forward to seeing your great works in the future.
Enjoy the rest of the conference.