As organizations strive to transform the customer experience they face both challenges and new opportunities presented by organizational and technological change. Join us for Content Centricity 2020 to learn practical ways to evolve your customer communications by harnessing the power of AI and digital technologies alongside effective approaches to organizational change.
Highlights from last year’s conference
Need a little help justifying your attendance? Download the justification letter here.
Featured Speakers
Content Centricity brings together thought leaders and industry veterans in the areas of customer experience, customer communications and marketing. Join us to learn about the latest trends in AI, digital transformation, omni-channel communications, regulatory content management, customer journey’s and customer marketing.
Jeannie Walters
Chief Customer Experience InvestigatorJeannie Walters has spent twenty years investigating the best and worst in customer experience. She’s the founder of Experience Investigators and a founding member of CXPA, a LinkedIn Learning Instructor who has instructed more than 50,000 customer experience leaders, and a Certified Customer Experience Professional with a passion for improving everyday interactions.
Jeannie Walters
Chief Customer Experience Investigator
Adam Toporek
Customers That StickAdam Toporek helps organizations create competitive advantage through Hero-Class® customer experiences that generate greater share of wallet and higher retention. Through his writing, keynote speeches, customer service training, and podcasting, Adam delivers real-world, actionable strategies that help organizations win with experience.
Adam Toporek
Customers That Stick
Kaspar Roos
CEO, AspireKaspar is a leading expert, consultant, and recognized thought-leader in the Customer Communications Management (CCM) industry. He is the CEO and founder of Aspire, a boutique consulting firm specializing in the CCM and Digital Customer Experience (DCX) industries. Kaspar has more than 15 years of experience in the CCM space and is a regular speaker at industry conferences and events. He has worked with every leading CCM technology vendor and many leading service providers to help them with strategy and business development.
Kaspar Roos
CEO, Aspire
Rich Harris
CEO, SparkPostRich is CEO of SparkPost. He has built successful technology businesses for more than 20 years. Prior to joining SparkPost, Rich was Group Vice President of the Oracle Data Cloud (ODC). Rich was responsible for all international operations at ODC, and turned it into one of the fastest growing divisions at Oracle. Prior to Oracle, Rich was CEO of AddThis and led the Company through rapid growth and its profitable acquisition by Oracle.
Outside of work Rich is a competitive cyclist and he races and rides all over the world. He also enjoys cycling and the outdoors with his 3 children.
Rich Harris
CEO, SparkPost
Steve Biancaniello
CEO, MessagepointAs Founder and CEO, Steve leads Messagepoint’s strategic direction and operations. With over 20 years of experience helping Fortune 1000 customers transform how they communicate with their customers, Steve is widely recognized as a leading expert on the design, development, and management of enterprise-class customer communications. He uses this expertise to continually drive innovation across the Messagepoint solution while generating the best possible results for customers. Steve has a B.A.Sc. (Systems Design Engineering) and M.A.Sc. from the University of Waterloo, in Waterloo ON.
Steve Biancaniello
CEO, Messagepoint
Patrick Kehoe
EVP of Product Management, MessagepointPatrick Kehoe has over 25 years of experience delivering business solutions for document processing, customer communications, and content management. As EVP of Product Management, Patrick drives product strategy and messaging in collaboration with Product Development. Prior to joining Messagepoint, Patrick was Worldwide Head of OpenText Exstream, He has managed, architected, and delivered comprehensive solutions, including BPO for customers in healthcare, financial services, banking, manufacturing, and retail/distribution markets. Patrick has an acute understanding of how to achieve results by focusing on the customer, identifying the problem, and applying the appropriate technology.
Patrick Kehoe
EVP of Product Management, MessagepointWatch these special messages from Adam and Jeannie for our attendees below.
Sponsors
Espire excels in crafting awe-inspiring CX. Our partnerships with leaders in CCM, enables brands to reach to their customers with personalized & contextual communications, at their time of need!
Saggezza is a proven technology and consulting partner that delivers personalized, high-value solutions to accelerate business growth.
Agenda
9:00 AM - 12:00 PM
Training | Pick one of two sessions
This course provides an introduction to Messagepoint features and functionality. In your role as Content Author you will add messages with timing, targeting, and re-usable content. The messages will be released to an approval workflow where there will be activated for production. Finally, you will learn about using variation management to share and re-purpose content.
You’re proficient in Messagepoint but could benefit from learning about best practices and tips & tricks when it comes to architecting and building your communications within Messagepoint. Let our seasoned experts be your guide.
12:00 - 1:00 PM
Lunch
1:00 PM - 4:00 PM
Training | Pick one of two sessions
Content Authoring for the newbies
Even seasoned and previously trained users may not be aware of or know how to effectively make use of some of Messagepoint’s newer functionality. Explore such features as tag panel & clipboard, Content Intelligence, script variables, custom dictionaries, and more!
Optimize customer experiences by empowering front-office teams with interactive, omni-channel customer communications. Take it to the next level by ordering your library of Connected communications directly from Salesforce Sales and Service Clouds. Finally, automate your 1:1 customer campaigns and journeys by triggering your library of Messagepoint communications on demand from Salesforce Journey Builder.
7:00 PM - 9:00 PM
Welcome Cocktail Reception - All Attendees
8:30 AM - 9:00 AM
Opening Remarks | Steve Biancaniello, CEO, Messagepoint | The Rise of Content Intelligence in the Customer Experience
9:00 AM - 9:45 AM
Keynote | Jeannie Walters, Chief Customer Experience Investigator | Sweat the Small Stuff to Optimize Your Customer Experience
9:45 AM - 10:30 AM
Keynote | Adam Toporek, Customers That Stick | Neurowords(TM): Use the Psychology of Language to Supercharge Your Customer Experience
10:30 AM - 10:50 AM
Break
10:50 AM - 11:30 AM
Panel Discussion | Harnessing Content to Optimize the Customer Experience
11:30 AM - 12:00 PM
Messagepoint Innovations in AI
12:00 PM - 1:20 PM
Birds of a Feather Networking Lunch, Expert Bar Open
2:00 - 2:10 PM
Session Transition
2:40 - 3:00 PM
Break
3:30 - 3:40 PM
Session Transition
4:20 - 4:30 PM
Session Transition
6:30 - 9:30 PM
Dinner on Fairways Lawn
1:20 - 2:00 PM
Enabling Omnichannel Customer Journeys with Messagepoint and Salesforce Journey Builder
2:00 - 2:10 PM
Session Transition
2:10 - 2:40 PM
Rich Harris, CEO, SparkPost | The Future of Email
2:40 - 3:00 PM
Break
Optimization & Assisted Authoring
3:30 - 3:40 PM
Session Transition
3:40 - 4:20 PM
Messagepoint In Action: Customer Case Studies
4:20 - 4:30 PM
Session Transition
4:30 - 5:00 PM
Re-inventing the Direct Marketing Workflow
6:30 - 9:30 PM
Dinner on Fairways Lawn
Register Now
Pass options offer participation in the optional pre-event training, the conference sessions, receptions and meals.
Training Pass
$799
Venue
This year’s conference is being held at the beautiful JW Marriott Orlando, Grande Lakes resort in sunny Florida!
Special rates are available for our guests. Please reserve your room before December 31, 2019.
Frequently Asked Questions
Check out the FAQs to find the answers to common questions. Can't find your question answered here? Contact us.
JW Marriott Orlando, Grande Lakes
4040 Central Florida Parkway Orlando, Florida 32837
We recommend staying onsite and we have a reserved room block at the J.W. Marriott Orlando, Grande Lakes. There are a number of other hotels nearby also.
Yes! We have a room block and special rates are available until January 15, 2020.
Your pass will be available at the welcome desk when you arrive on-site at the conference.
The welcome desk hours are:
Wednesday, February 26 | 7:00am – 9:30am, 4:00 pm – 7:00pm
Thursday, February 27 | 7:00am – 5:30pm
Friday, February 28 | 7:00am – 1:30pm
Please visit our website where you can choose between a General Pass or a General + Training Combo Pass for purchase.
General Pass – Includes admission into our one and a half day conference, breakfast, lunch, snacks and the welcoming and closing reception.
General + Training Combo (subject to availability) – Includes 2 half day Messagepoint training courses offered on Wednesday, February 26 including breakfast, lunch and snacks and the General Pass.
You can attend Pre-Conference Training if you have purchased a General + Training Combo. After purchasing your pass, you will receive an email with a link to choose your courses.
Please email the Content Centricity 2020 registration team at events@messagepoint.com to make changes.
Yes, just please ensure you reach out to our team ahead of time to discussion any allergies or concerns you may have.
Yes, we will have dedicated wifi for our conference.
The conference app will enable you to submit questions during the conference sessions. In addition, we will have an Expert Bar open during the lunch hour on both days of the conference. Submit your questions in advance to give us the chance to ensure we have the right people at the bar to help you!
Business casual is recommended.
The conference discuss ways in which you can maximize the return from your Messagepoint investment. There will be industry experts and practitioners speaking on customer experience, AI and trends in digital communications so that you can gain insights from some of the brightest minds in the field. Sessions will offer insight into topics important to your role such as customer experience, omni-channel customer communication, digital transformation and marketing to customers. This event is designed to offer exceptional educational and networking opportunities.
Please email the events team if you have any questions not answered in the FAQ.
The conference app is required to choose your sessions. We will have limited room in some sessions so it's important to let us know which sessions you wish to attend to ensure you get a seat! It also will provide you with access to valuable downloads during the conference including some of the presentations, it will enable you to ask questions during sessions, and network with other session attendees.
Venue FAQ
Where is the conference taking place?
JW Marriott Orlando, Grande Lakes
4040 Central Florida Parkway Orlando, Florida 32837
Where can I stay?
We recommend staying onsite and we have a reserved room block at the J.W. Marriott Orlando, Grande Lakes. There are a number of other hotels nearby also.
Are there special room rates for conference attendees?
Yes! We have a room block and special rates area available until January 15, 2020.
Registration FAQ
I’ve registered. When and where can I pick up my conference badge?
Your pass will be available at the welcome desk when you arrive on-site at the conference.
The welcome desk hours are:
Wednesday, February 26 | 7:00am – 9:30am, 4:00 pm – 7:00pm
Thursday, February 27 | 7:00am – 5:30pm
Friday, February 28 | 7:00am – 1:30pm
How do I register for the conference?
Please visit our website where you can choose between a General Pass or a General + Training Combo Pass for purchase.
What is included in the cost of my registration?
General Pass – Includes admission into our one and a half day conference, breakfast, lunch, snacks and the welcoming and closing reception.
General + Training Combo (subject to availability) – Includes 2 half day Messagepoint training courses offered on Wednesday, February 26 including breakfast, lunch and snacks and the General Pass.
How can I attend Pre-Conference Training?
You can attend Pre-Conference Training if you have purchased an Education Pass or a Combo Pass. After purchasing your Education or Combo pass, you will receive an email with a link to choose your courses.
I’ve completed my registration and want to make a change. What do I do?
Please email the Content Centricity 2020 registration team at events@messagepoint.com to make changes.
Event FAQ
I have dietary restrictions, can they be accommodated?
Yes, just please ensure you reach out to our team ahead of time to discussion any allergies or concerns you may have.
Will there be wifi during the conference?
Yes, we will have dedicated wifi for our conference.
How can I ask questions of Messagepoint experts during the conference?
In addition to the conference sessions, we will have an Expert Bar open during lunch on both days of the conference. Submit your questions in advance to give us the chance to ensure we have the right people at the bar to help you!
What should I wear?
Business casual is recommended.
What can I expect at the conference?
The conference discuss ways in which you can maximize the return from your Messagepoint investment. There will be industry experts and practitioners speaking on customer experience, AI and trends in digital communications so that you can gain insights from some of the brightest minds in the field. Sessions will offer insight into topics important to your role such as customer experience, omni-channel customer communication, digital transformation and marketing to customers. This event is designed to offer exceptional educational and networking opportunities.
Who do I contact if I still have questions?
Please email the events team if you have any questions not answered in the FAQ.