Messagepoint Content Centricity 2020 Update

In February 2020, we held our 3^rd user conference in Orlando, FL. What a fantastic few days of training, great content and conversation!  A special thanks to our sponsors – Messagepoint partners Espire and Saggezza, as well as our customers, partners, speakers, and employees for being a part of a great event. Check out the video for the highlights.

The conference kicked off with a presentation by our CEO, Steve Biancaniello, on The Rise of Content Intelligence. Steve spoke on the evolution of CCM and how the market has driven the need for AI to be built into the fabric of these solutions to enable efficiency in migration, management, and authoring, as well as the optimization of content.

The importance of content in the customer experience was highlighted by Jeannie Walters of Experience Investigators. Jeannie’s entertaining talk, “Sweat the Small Stuff to Optimize Your Customer Experience”, demonstrated how micro-interactions and moments can make or break your customer experience.

Jeannie’s podcast partner, Adam Toporek discussed “Neurowords™ Use the Psychology of Language to Supercharge Your Customer Experience” and how the use of positive language, priming, framing, and signals enhance receptiveness to a message.

In the afternoon on day one, Rich Harris, CEO of Sparkpost talked during the innovation spotlight on “The Future of Email”, with a fascinating history of the changing face of email, where it’s going, with a spotlight on AMP email and the interactivity of email – a game-changer for marketers and customer servicing teams!

Day two started off with Kaspar Roos of Aspire, an industry CCM veteran and analyst, who got the crowd’s attention with his session on “How AI Is Reshaping the CCM Market”. Kaspar outlined what organizations are doing today and where he saw the CCM market going and the role AI played in that.

CCM has been a relatively mature marketplace, but the focus on the customer experience combined with the introduction of new technologies including AI, digital communications channels, and AMP email are truly changing how organizations approach and manage their customer communications. Content Centricity 2020 provided a wealth of practical insight on how organizations can leverage these new technologies to achieve their goals today, along with a well-rounded discussion of where things are headed. We can’t wait to continue to conversation at our next conference in 2021. See you next year!