ITx 2018 Conference Programme

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The ITx 2018 Programme may change without notice


Can you feel that? Empathy in an A.I. world

Friday 9:40am - 10:20am, Keynote Presentation

In the new age of artificial intelligence and conversational agents, simple language is key. But the most important ingredient today is empathy.

Microsoft has been on a years-long journey to make its language simpler, friendlier, and more human. Come and hear from Doug Kim, one of the senior content strategists leading this transformation for one of the world’s largest tech companies.

Doug drives the content strategy for the Bing-based content form known as Instant Answers for Windows 10. Among other things, his team also focuses on Tips, accessibility, Inclusive Design and Microsoft’s Virtual Support Agent.


Doug Kim

Snr Content Editor, Microsoft (USA)

Doug Kim is a content strategy guru at Microsoft Redmond. He spent his formative years in journalism, where he eventually became Arts and Entertainment editor of The Seattle Times.

He’s been at Microsoft for eight years, where, amongst other things, he’s led efforts to revamp the voice and tone of content and UI text in the Microsoft Office suite and improve video and multimedia content.

More recently, he drove the content strategy for the Microsoft Bing-based content form known as Instant Answers for Microsoft Windows 10.

While continuing to nurture Instant Answers, he leads a team focused on accessibility, inclusive design and Microsoft’s experimental Virtual Support Agent.