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On Demand Webinar

Technology-Driven Support and Services in 2020: Is Your Service Provider Ready?

The enterprise support and services landscape in 2020 has become increasingly complex and challenging. Macro-economic headwinds along with speculations about a second wave of the pandemic are causing a lot of ambiguity for technology providers. Most technology providers agree on the need for increased budget allocation toward the digital transformation of their support and services ecosystems. However, the inertia of existing operations, as well as legacy outsourcing service providers, make the transformation exceeding difficult.

Join TSIA’s John Ragsdale in a fireside chat with Steve Blaz, vice president, Global Customer Support for Palo Alto Networks, and Sunil Mittal, executive vice president of CSS Corporation, as they explore what the ideal technology-driven integrated support and services ecosystem in 2020 should look like, and how to create a win-win relationship with your outsourcing service provider. They will cover:

  1. The technology-driven integrated support and services ecosystem of the future.
  2. Digitally infused operations for support outcomes powered by solutions such as: 
    • Augmented reality-based solutions.
    • AI-based chatbots.
    • Smart case routing.
    • Self-service.
    • Knowledge management.
    • Smart and dynamic dashboards.
  3. The role of intelligent automation in improving productivity.
  4. Business continuity planning (BCP) and the new-normal way forward.
  5. Employee engagement in these times.
  6. Hallmarks of a successful partnership with your service provider.
  7. The emerging enterprise services outsourcing destination of Costa Rica.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Sunil Mittal

EVP, CSS Corporation

Steve Blaz

VP, Global Customer Support, Palo Alto Networks

Publish Date: July 16, 2020