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Customer Support Gets Augmented

#sxsw #HPAugReal

Augmentation. It’s not just for plastic surgery anymore. Today, companies are exploring the world of augmented reality for customer support, partnering with mobile devices to give computers, printers and other devices much more than just a face lift. A technology most commonly used for larger-than-life computer games and football plays, augmented reality now has a business case in the mobile space for technical support and repair. HP is the first computing vendor to use mobile augmented reality (MAR) in this realm – delivering a whole new support experience that is not only techie, geeky cool, but also helps to solve the most particular of printer problems. But MAR has its quirks, too. This panel will explore the idiosyncrasies of using MAR for tech support from the perspective of a company that knows all too well the challenges of running a business while also providing stellar support. From branding to improving the customer experience, companies both large and small will benefit. Sponsored by Hewlett Packard.


Ben Johnson Rich Media Quality Lead HP

Ben Johnson is a graduate of the Technical Communication program at Boise State University and the MBA program at George Fox University. He currently works as a Rich Media Quality Lead at Hewlett Packard in Boise, Idaho. After 12 years of writing and editing knowledge base articles for HP, Ben’s current focus is the planning, creation, publication, and management of rich media for HP home and home office printers. He likes to say that his job involves getting paid to play on YouTube. Ben is easily identified by the plaid shirt, orange Boise State hat, generally unshaven face, and the goofy grin.

Fulvio Marfoni Content & Localisation Strategies Online Support Hewlett-Packard

Content, Localization and Mobile strategist, Fulvio helped to chart the course for HP's Customer Support web presence from the beginning.

Fulvio is with HP for the last 31 years, in different positions.
He is currently responsible for Content and Localization Strategies for Global Digital Services.

John Havens Digital Consultant/Author The H(app)athon Project

I'm the Founder of the H(app)athon Project, contributing writer for Mashable, author, and consultant.

Wendy Farrell Mgr, Content Solutions Lionbridge

For the last 8 years, Wendy Farrell has led Lionbridge's Content Solutions team in defining interactive solutions for global companies. Wendy has helped clients such as HP, Microsoft, Cisco, Motorola, General Motors and many others design, develop, and deliver learning and support content globally.

Wendy is a graduate of University of Michigan with a Master's degree in Educational Technology from Michigan State University.