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Conference Presentation

Support Services: Creating the Differentiated Support Experience Customers Now Expect

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There are many challenges facing today's support organizations in 2018. TSIA continues to recommend that support organizations focus on transformation, innovation, and automation in the coming year. With T R A N S F O R M being the key word, this session focuses on: 

  • Tools and automation 
  • Real time engagement that delivers value to the customer 
  • Analytics 
  • Next generation self-service 
  • Shifting the support culture 
  • Focus on the employee 
  • Omni channel including Social, Mobile, Video 
  • Reduce Customer Effort 
  • Mature Knowledge Management Models 

Join Judith Platz, TSIA Vice President of Research for Support Services as she discusses how support services can be a key player in creating the ideal customer experience, which ultimately will lead to long-term customer loyalty.

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Publish Date: May 7, 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

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