Greg Kihlström presented a 2-hour session on change management and governance in Customer Experience at the Document Strategy Forum conference held in Charlotte, NC.

More information available here.

From DSF:

For the past 15 years, DOCUMENT Strategy Forum (DSF) has reigned supreme in educating and enlightening professionals involved in Content Management, Customer Communications and Customer Experience. We’re the only peer-reviewed and peer-produced educational event for professionals who are responsible for creating and managing content, communications and strategies to enhance customer engagement.