Together, a modular approach to content and an information architecture (to organize those content modules) are what allow you to present information to your customers in a guided, Turbo Tax-like experience.
Want to transform your customers' experience with your firm? Chances are there have been a few things holding you back, and one of them is your technology. Lane Severson shows you how to bucket the tools you use to capture and transfer the data that underlie customer experience, and how they tie in with your back-end processes.
Trying to make the business case for digitizing your processes and improving customer experience? Lane Severson shows you where to look for the primary sources of data that will drive savings in your organization's business processes.