Presentations
March 14, 2020I moderate and present at conferences and professional development events on topics related to customer experience, technical content strategy, and knowledge management.
2024-2025
- Stop Imposing Your Org Chart Onto Your Customer Experience
- Conference presentation, LavaCon, October 2024
- Stop Imposing Internal Operations Onto Customer Experience
- Conference presentation, SupportDriven Expo, May 2024
- Member Perspectives
- Resource overview and session moderation, Consortium for Service Innovation Annual Summit, April 2024
2021-2023
- Kick-starting Knowledge Centered Service
- Podcast guest, Growth Support, December 2023
- Beyond Efficiency: Crafting Unforgettable AI-Powered Support Experiences
- Panel moderator, SupportDriven and Intercom webinar, November 2023
- Cross-Functional Customer Experience
- Conference presentation, LavaCon, October 2023
- Cross-Functional Alignment for Knowledge Management
- Conference workshop, SupportDriven Expo, October 2023
- Cracking the Code of Customer Experience
- Virtual fireside chat, SupportDriven, September 2023
- Empower your team with smarter collaboration via Intelligent Swarming
- Virtual lightening talk, Customer Support and Success Brain Trust, September 2023
- Designing Content for the Human Ecosystem
- Virtual conference presentation, Spectrum, September 2022
- Why you should mobilize support knowledge with Knowledge-Centered Service (KCS)
- Conference presentation, SupportDriven Expo, October 2022
- Zoom Out: Expand Your Understanding of Customer Context
- Conference presentation, STC Summit, May 2022
- Designing content for the human ecosystem
- Virtual Conference presentation, OmnichannelX, June 2022
- Content, Customer Engagement, CRM, and KCS
- Podcast guest, Because you need to know by Pioneer Knowledge Services, January 2022
- Listen to episode
- Improving CX through Customer Success
- Podcast guest, Content Matters by Ingeniux, November 2021
- Listen to episode
- Enterprise Knowledge Management in a Hybrid Workplace
- Virtual, Coveo Relevance 360, September 2021
- Meaningful Content: Cross-Functional Techniques That Create Impact
- Virtual co-presentation with Bonnie Chase, STC Summit, June 2021
- Read attendee summary
- The Power of Knowledge for Your TechComm Career
- Virtual co-presentation with Theresa Daudier, STC San Diego, May 2021
2020 Presentations
- Expanding Understanding of Customer Context
- Member meeting presentation, Consortium for Service Innovation, October 2020
- Your Future Career with Tools and Technology
- Panel discussion, STC Summit, May 2020
- How to Write for Humans and Machines
- Conference presentation, STC Summit, May 2020
- Links and resources
- How Support and Documentation Teams Can Help Combat Churn
- Webinar, The Content Wrangler on BrightTALK, May 2020
- Watch on-demand
- Value-oriented outcomes
- Podcast guest, Content Content with Ed Marsh, May 2020
- Supercharge Your Technical Documentation Value with Knowledge-Centered Service
- Webinar, The Content Wrangler on BrightTALK, April 2020
- Watch on-demand
- How the writing in technical writing needs to evolve
- Podcast guest, Cherryleaf, April 2020
- Listen to episode
- How to improve the effectiveness of your self-service
- Roundtable discussion, KCS World Tour, March 2020
- How to Maximize KCS Benefits
- Conference presentation, KCS World Tour, March 2020
2018-2019 Presentations
- Tech Writers and KCS
- KCS in Action Web Session, September 2019
- Optimize your Content like an Engineer
- Conference breakout session, STC Summit, May 2019
- Read attendee recap
- Leadership opportunities are closer than they appear
- Conference breakout session, STC Summit, May 2019
- How to blend Content Strategy and Knowledge Management
- Member Summit, Consortium for Service Innovation, April 2019
- KCS and Content Strategy
- Member Meeting, Consortium for Service Innovation, Content Strategy Across the Org, March 2019
- Level Up Your Content Metrics
- Conference breakout session, LavaCon, October 2018
- Content: A metrics framework
- Member meeting presentation, Consortium for Service Innovation, October 2018
- Life As An Introverted Leader
- Podcast guest, Hope for the Introvert, August 2018
- Listen to episode
- Predictive Engagement Maturity Model
- Member meeting presentation with Bonnie Chase and Ari Hoffman, Consortium for Service Innovation, May 2018
- Future-Proof Writing: How to Craft User-Focused Effective Content
- Conference breakout session, STC Summit, May 2018
- Effective Content Framework for Customer Success
- Chapter presentation, STC Orange County, April 2018
- Slack for Technical Writers and Editors
- Virtual presentation, STC San Diego, January 2018
2016-2017 Presentations
- Effective Content Framework for Customer Success
- Conference breakout session, LavaCon, November 2017
- Why Technical Writers Should Embrace Content Analytics
- Webinar, STC, June 2017
- You Too Can Easily Start a YouTube Channel for Your STC Chapter
- Webinar, STC CAC, March 2017
- Content Analytics for Technical Communicators
- Chapter presentation, STC San Diego, March 2016