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.