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.