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On Demand Webinar

Elevating CX with Cloud-Based Remote Support: Dell's IT Transformation

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In this 45-minute session (30-minute conversation, 15-minute Q&A), attendees will learn about Dell’s big bet on its own IT modernization journey to replatform its remote support tooling to a cloud-native infrastructure. Was cloud-based enterprise remote support the ticket to elevating customer experience?

In a candid and thorough discussion, Jim Roth, SVP, Dell Digital, Dell EMC will detail:

  • The significant opportunities he saw
  • The problems he encountered
  • The solutions he and his team devised to overcome obstacles and deliver a 21st century customer experience via cloud-based enterprise remote support.
The Dell Digital Way methodology combines agile development with design thinking and a heavy dose of analytics. The benefits of this approach include, lower operating costs, reduced average handling time, and improved customer satisfaction and Net Promoter Score.

Lou Guercia, COO, ScreenMeet, will provide the vendor perspective on partnering with Dell to deliver this first-mover solution. Judith Platz, VP, Support Services Research at TSIA, will moderate the discussion.


Presented By:

Judith Platz

VP, Support Services Research, TSIA

Publish Date: June 28, 2019