Conference Presentation

A Journey of Partnership and Transformation: 360 View of Value-Added Customer Experience

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As technology changes and products become increasingly complex, clients are prepared to deal with certain challenges. But, in a world of high expectations – what happens when we cross the acceptable threshold and the pressure is on during peak season?

In this session, we’ll discuss how Blackboard, a leading Education Technology company, partnered with Sutherland Global Services to drive client satisfaction and retention. You will hear how Blackboard and Sutherland captured critical feedback from their customers and formulated various process improvements to turn Blackboard’s client support organization into a unique value-addition for education institutions.

Join Bill Schroeher, VP of Client Support at Blackboard and Kevin Kenny, VP of the Technology Vertical at Sutherland Global Services, who will lead the presentation on the driving force to partner and the resulting value added customer experience through Enterprise capability.

 

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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