Virtuosity: CDNLive India—Our Window to KYC!

In line with the recently-implemented mandate in India requiring banks and financial institutions to regularly run “Know Your Customer (KYC)” cycles, CDNLive India has become a reliable event for the Technical Communications Engineering team to regularly touch base with customers, and to ensure the team knows their customers in order to exceed customer expectations.

The Publications Infrastructure and CPG Technical Communications teams, both a part of Technical Communications Engineering, jointly ran a “booth” during CDNLive in India. The main attraction for the approximately 100 Cadence customers who visited the team was the upcoming Cadence Help 3.0 release, with its much-enhanced search functionality and improved performance. A big draw was the impressive desk calendar that the visitors could win by correctly answering questions to a quiz based on upcoming Cadence Help functionality. All visitors gained from the live demonstration and preview of the new help functionalities.

Not only was the event a win-win for customers, the Cadence representative teams had much to gain from first-hand views on what customers think about the next planned Cadence Help upgrade, and future online delivery platform the team is targeting. The teams captured customer pulse through an online survey and engaged with experienced and relatively new Cadence product users to fully understand customer requirements in terms of content accessibility, the infrastructure these organizations support, and their overall organizational setup.

Together, the online survey findings and the information gathered by the team through detailed discussions with stakeholders from small and large customer accounts gave a good window to explore what’s possible. The team is now using the collated data to validate their assumptions and plans about future CH upgrades, and is meticulously running through the collated information.

While it wasn’t on the agenda, the team also gathered customer feedback on Cadence content, content delivery and accessibility, and preferences. The team also took the opportunity to educate customers about blogs, more specifically about Virtuosity and Virtuoso Video Diary blogs that are collaboratively being written by the CPG Technical Communications team and other members of the cross-functional teams.

- Rishu Misri Jaggi