Session 2 — Creating Personalized Documentation Experiences at ServiceNow
Implemented thoughtfully, personalization of technical documentation content can improve the effectiveness and utility of the content we offer, ensuring an experience that is laser-targeted to the individual. Personalized technical documentation can also increase the perceived helpfulness of your content, reducing consumer frustration and confusion, and help you to build trust and loyalty. In this case study, you will discover how ServiceNow is working to personalize technical documentation to improve the customer experience.
Attendees will learn:
- How ServiceNow used cross-functional partnerships and customer feedback to identify a need for personalized content
- The value of leveraging internal partners to test and validate in-process solutions
- How ServiceNow provided incremental benefit to customers while overcoming technical challenges in providing personalized content