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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:
Distinguished VP, Technology Research, TSIA
SVP, Marketing, Coveo
Director, Self-Service Experience Team, VMware
Publish Date: June 25, 2020
The Technology Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.