Conference Presentation

The Engineer Transformation Will Make or Break Your Customer Experience Transformation

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Transforming the customer experience requires more than just a great vision, adopting new technologies, creating new roles or executing seamlessly. It requires a commitment to cultural change, because we are asking employees (particularly engineers) to communicate and collaborate in unprecedented ways. Without addressing the transformation needs of your employees, your customer experience transformation will fail. In this presentation, you will hear how SAPs 2,500+ Product Support organization transformed the customer experience by focusing on employees. Through remote leadership training, two-way dialogue and making a complete shift from metrics based KPIs to behavioral based goals, learn how you can gain traction with customers by transforming the employee experience.

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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