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New Age Digital Enterprises have changed the expectations of the customer like never before and user experience is now a key business metric. How can organizations with late stage or non-existent offerings innovate the customer journey, increase satisfaction levels and reduce overall costs, while both increasing existing and creating new revenue streams? This session will feature two case study examples of technology companies who have successfully implemented programs to dramatically increase customer adoption and satisfaction, and transition from free to pay for service models. The first example highlights one company’s entrée into pay-for-service models to help their customers adopt technologies across the spectrum, improve satisfaction and generate new revenue streams. The second focuses on how using analysis and customer journey mapping, and engaging product development, marketing and other stakeholders innovates the overall customer experience to deliver increased adoption, satisfaction and revenue.
VP, Sutherland Global Services
Publish Date: May 4, 2016
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Peg Rodarmel, SVP, Subscription Services, Infor
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