1. Using Analytics to Improve Customer Experience with Documentation
Shashi Ramesh
Manager, Information Engineering

2. About Me Manager, Information Engineering @ CA Technologies
16+ years of experience in content development
10 years in NIIT Ltd
5 + Years in Microsoft Corp
1 year of freelancing

3. Customer Journey

4. Tracking Customer Experience

5. Is the Documentation Meeting Customers’ Needs?

6. Where Are the Content Gaps?

7. What are Customers Looking For?

8. Direct Customer Feedback

9. Example

10. How are Customers Accessing Information?

11. Determine Demand for Localization

12. Final Thoughts

13. Thank You!