In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

On Demand Webinar

How VMware Responded to a 40% Increase in Demand for Support

How do you respond to a sudden 40% increase in demand for support from thousands of customers around the world?

In March 2020, VMware’s support organization was put to that exact test. Thankfully, because of its strong culture of employee knowledge sharing and investments in self-service experience intelligence technology, the 3,000-strong worldwide support organization adapted quickly and exceeded customer expectations with relative ease.

Join Mirka Frommenwiler, director of the self-service experience team at VMware, along with TSIA’s John Ragsdale and Coveo’s Mike Raley for this interactive discussion on knowledge, agility, and experience intelligence best practices you can apply in your own organization.

In this session, you’ll hear more of VMware’s story, what led to the team’s incredible agility, and how they’re building on their success to continue to improve the customer experience. Plus, you’ll walk away learning:

  • Mindset shifts you can apply in your own organization to enable a culture of knowledge sharing for employees and customers alike.
  • The impact digital self-service experiences can have when they unify knowledge, content, and organizational silos to provide relevant experiences customers expect.
  • How experience intelligence technology is a key ingredient to creating unified and personalized digital service experiences at scale.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Mike Raley

SVP, Marketing, Coveo

Mirka Frommenwiler

Director, Self-Service Experience Team, VMware

Publish Date: June 25, 2020