Conference Presentation

Customer Satisfaction and Loyalty: Two Companies, Two Journeys, Amazing Results

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

Collaborative support, Squads, Swarming….what is it? Why do it? Does it work? What does it do to CSat and Loyalty? Join our industry panel to hear two members (Deltek and IBM) present their real life story. We will discuss what prompted the shift from tiered to collaborative support. Our panel members will share best practices in terms of how the collaborative case management process was defined. What challenges can you expect in making this transition for your company. How do leaders assess how collaboration is working? This candid panel will share this information and more.

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Rene Cordova

Manager, Global Customer Care, Deltek

Karen Fishwick

Client Advocate and NPS Czar, Business Analytics, IBM

Publish Date: May 8, 2018

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

Experience Our Community

Our thriving community of 35,000 technology and services leaders rely on TSIA insights every day.