On Demand Webinar

Crawl, Walk, Run: The Stages of Your Support Transformation

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Most support organizations are undergoing a digital transformation, with 81% of support leaders planning to invest in self-service technology this year. But even if you’re equipped with a budget and consensus on the need for more relevant support experiences, what does “good” actually look like in today’s support world?

A lot of organizations are going straight for the latest ‘’shiny object’’ technology in hopes of giving their support experiences a quick boost. Unfortunately, without the proper people, process, and technology foundational elements in place, these solutions often fall short of expectations, and bigger problems emerge.

During this on-demand webinar, TSIA’s John Ragsdale and Coveo’s Jason Mlyniec will share a step-by-step approach to building your service transformation road map. From laying the knowledge foundation, to measuring the right signals, and injecting AI throughout the support delivery. You’ll be able to reuse the same model leveraged by support organizations at the leading edge of the digital transformation wave.

By attending this session, you’ll learn:

  • How to determine the current state of your support delivery’s relevance, and what your next stage should be.
  • Actionable steps to incrementally transform your support strategy to become more relevant, personalized, and data-driven.  
  • How other support organizations have improved their support experience and have transitioned from being responsive to being proactive and predictive.

 

Presented By:

JOHN RAGSDALE

Distinguished VP, Technology Research, TSIA

JASON MLYNIEC

Customer Success Manager, Coveo

Publish Date: April 11, 2019