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As the TSIA Interact conference draws near, the TSIA Support Services Research Team has been busy preparing the Support Services Interact agenda to provide you with relevant and important topics that have surfaced as the top business challenges across TSIA Support Services membership. TSIA Interact will provide an immersive virtual learning experience that will enable you to better respond to today’s technology and services challenges.

In the Support Services research practice at TSIA, we continue to see three top trends that members report as challenges:

  1. Companies are struggling to align their support service business charter and business models with needed company outcomes.
  2. Customers prefer to engage with companies using a self-serve channel, so why does customer satisfaction with self-service continue to lag?
  3. As knowledge management programs, artificial intelligence, and machine learning continue to mature, what support organizational models will be most effective in the future?

The Support Services Power Hour

The Interact Support Services track kicks off with the Support Services Power Hour with Vele Galovski, vice president, support and field services at TSIA. Vele will clearly outline the complexities and alignment of the support services charter and will describe the predominant business models that have surfaced.

By attending Vele’s Power Hour session, you will better understand the significant differences in each of the business models and how to align across the organization to drive the most effective support services business outcomes.

Business Challenge Accelerator Sessions

New to TSIA Interact this year are Business Challenge Accelerator Sessions. These are working sessions with attendees broken into smaller teams to brainstorm capabilities in the areas of practices, technology, metrics, and skills that companies will need to successfully overcome key business challenges.

The first Business Challenge Accelerator Session, Well It’s About Time….to Improve Self-Service CSAT, will be led by Dave Baca, director, support services research at TSIA.

Dave will facilitate a collaborative session exploring why self-service CSAT continues to decline even though it is the customers’ preference and it can generate significant business and operational gains for support services organizations. This Business Challenge Accelerator Session will bring industry leaders and practitioners together to identify solutions that will help our industry make self-service the shining star of all support channels.

The second Business Challenge Accelerator Session, Support Organizational Structures: Collaboration in the Knowledge Era, will be led by Sara Johnson, director, support services research at TSIA.

Sara will facilitate the brainstorming session on the capabilities required to accelerate the support services transformation from tiered to collaborative while improving customer and employee satisfaction. This Business Challenge Accelerator Session will bring industry leaders together in a collaborative session to identify practices, technology, metrics, and skills for a more efficient service delivery model.

Insights on Innovation

It has been a year of innovation fueled by a worldwide pandemic. You will hear from some of the Star Awards winners and finalists on how their company’s innovation earned the deserved recognition in each category. These interactive sessions will provide insights on how to drive innovation in your own company. Sessions include:

  • Innovation in Support Services Automation - Sprinklr will discuss how they implemented a state-of-the-art customer support solution to foster a high degree of collaboration complemented by automation, machine learning, and artificial intelligence to reduce time to resolution, improve customer satisfaction, and bring consistency to the customer experience.
  • Innovation in Customer Portals - Dive into how the COVID-19 pandemic tested the limits of ServiceNow’s Now Support portal and how ServiceNow prepared for the bewildering ‘new normal’ by incorporating improvements – direct outcomes of ServiceNow’s customer feedback programs – ensuring that ServiceNow was ready to support and inform their customers when their customers needed it most.
  • Innovation in Support Employee Experience and Loyalty - See how Coveo rapidly improved the employee experience and satisfaction for its Technical Support organization by focusing on three main pillars of success: people, processes, and tools.
  • Innovation in Digital Customer Engagement - Discover how SAP introduced Next-Generation Support to deliver an amazing customer support experience by anticipating their customers’ needs, accelerating their path to accurate answers, and providing expert help at their fingertips.

Subject Matter Expert Sessions

Finally, in the Live Interactive Subject Matter Expert sessions, you will hear from TSIA members on how they overcame specific business challenges. You will be able to interact, ask questions, and get beneficial tips your company can use today.

  • How to Design Support Services that Customers Actually Value. Meeting SLA commitments for resolution time, communication, and quality are the “price of admission” for a customer’s business. Join Dave Seaton, vice president, service level transformation at nThrive, as he discusses the challenges in improving customer retention. Support Services organizations must differentiate on the customer experience. By researching the customer’s perception of service value, leaders can understand which service elements to invest in and which to scale back.
  • Fast-Tracking Channel Digitization through Customer First. Part of the journey of digital transformation is moving customers to a more “digital” channel. The other part is focusing on optimizing those channels for greater efficiencies while keeping the pulse on customer experience. In this session, Angela Reid, vice president, digital customer support, and Kyle Hamm, vice president, customer transformation, will share Schneider Electric’s fast-track channel digitization journey and how to maintain an exceptional customer experience.
  • Designing and Delivering a Scalable SaaS Support Model. Even companies born in the cloud must continuously refine support practices for servicing their customers. Whether you’re a cloud native or making the transition to a SaaS model, gaining additional perspectives on ways to use new technologies, such as artificial intelligence (AI) and machine learning (ML), is vital. Join Dean Robison, senior vice president of global technical support at ServiceNow, as he shares best practices used at ServiceNow. The company has enjoyed annual cloud instance growth of 130% on average. Cases have grown annually by 18%. The difference between the two rates was by design, not by accident.

Join Us at TSIA Interact!

Be sure to register today for our upcoming TSIA Interact virtual conference, taking place October 20-22. TSIA members and attendees will be sharing additional data, real-world best practices, and pitfalls to avoid in our Support Services track.

 
 
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Sara Johnson

About Author Sara Johnson

Sara Johnson is the director of support services research for TSIA. In this role, she provides membership and advisory designed to help member companies optimize their Customer Support organizations (including help desks, call center, technical support and omni-channel experiences) to achieve and deliver desired customer and organizational outcomes.

Sara has over 20+ years of experience in various leadership roles within the ERP software industry focusing on building world class, global customer support organizations.

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