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The New Role for Documentation in the Customer Experience Era

Increased consumer demands for relevant, engaging content, along with ubiquitous connectivity provided by mobile devices has forced companies to focus on the entire customer journey, beyond the point of sale. This shift to customer experience management is actually impacting technical writers and other support content professionals.

In The New Role for Documentation in the Era of Customer Experience Management, Tim Walters of Digital Clarity Group describes how documentation content has broken out of “post-sale jail” and is now accessible at any point in the customer journey. He looks at what this means for documentation professionals, the content they produce, and the workflows for producing it.

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Break Your Content out of the Post-Sale Jail!