Conference Presentation

Optimizing the Customer Experience

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Service leaders know the value of the "WOW" factor in delivering customer experience, but how do you consistently deliver excellence with every customer interaction across your organization? Transformed organizations create customer focused strategies, implement thorough process design, and hold all service employees accountable for their role in delivering excellence in each customer interaction. This session will focus on the importance of transforming and taking control of the customer experience. How? By designing, executing, monitoring, measuring and continuously improving how customers are handled across the services organization.
This panel session will share tactics and strategies for taking control of the customer experience and how the TSIA Operational Best Practices Program (OBP) facilitated the transformation to "WOW":
  • Designing best practice processes
  • Building standards and transforming adherence within the organization
  • Identifying clear accountability for all departments
  • Developing detailed processes, narratives and end results for all support channels


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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