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On Demand Webinar

The ROI of Building a Powerful Employee Culture

The push to automate is changing roles and how we do our jobs. Coupled with that, we now have different generations joining the workforce who have significantly different technology skill sets. When technology fails, we will fall back to service employees, and the “personal” aspect of relationships will become even more important to business success. How will we motivate, re-train, and encourage employees to continue to be curious and function through the amount of constant disruption and change they are about to encounter?


9:00 – The ROI of Building A Powerful Employee Culture

John Ragsdale, Distinguished VP, Service Technology Research, TSIA (Moderator)

9:15 – What Comes First? The Employee Experience or the Customer Experience?

Judith Platz, VP, Support Services Research, TSIA

As Support organizations continue to transform and place focus on winning on the customer experience battleground, the time is here to focus on the employee experience. Join us as we discuss the creation and execution of a winning EX strategy.

9:35 – Using AI for a More Engaging Employee Experience

Sheerine Reid, Director, Product Marketing, and
Jason Mlyniec, Customer Success Manager, Coveo

Join us as we explore how leveraging AI can provide employees with:

  • Meaningful interactions to improve proficiency and upskill faster
  • Effortless self-service interactions so that they can be more productive
  • Engaging communities where they can learn and thrive

10:20 – Sapere Aude: How Building and Fostering Lifelong Learning Creates a Powerful Employee Culture

Chris Holm, Director, Global Support, Ellucian

The talk will be split into 3 major areas of focus:

  1. Foundations: Laying the groundwork to reinvigorate Professional Development in the workplace
  2. Institutionalizing: Learning management systems, metrics and goals, and tracking
  3. Continuous culture: leadership, disrupting the status quo, and learning circles

10:50 – A Really Powerful Employee Measure You Should be Tracking, But Probably Not the Way You Do It Today

Amanjit Sandhu, Director Customer Success – Global Delivery, JDA Software
Phil Verghis, CEO & Co-Founder, Klever Insight

Join us to learn how JDA Software, a global company with very complex support has seen their ‘time to competency’ go from 141 days to 50 days.

11:20 – From Baby Boomer to Gen Z: What Are the Next Steps as the Job Market Tightens?

Cindie Smith, Director, Support Services Research, TSIA

Join this session for an open discussion on the generational changes in the job market, new ways to embrace new employee perspectives and how to keep support employees highly engaged and invested in their support career.

11:45 – Live Q&A with the Audience

John Ragsdale (Moderator)
All Speakers


Join us for this three-hour virtual summit as we discuss:

  • Creating and effectively measuring a powerful culture of employee loyalty 
  • Creating an employee loyalty program to drive business success
  • Support skills management and training
  • New and innovative recruiting and professional development practices that are being implemented within companies
  • What companies are doing to identify, invest in, groom, and mentor their next-generation leaders
  • How to motivate re-train, and encourage employees through the change and disruption caused by automation

Today’s technology and services leadership will need to maintain a strong focus on employees, their engagement, their emotional connection to the company, their overall curiosity, and their drive to be engaged with customers in a meaningful way. Emphasis on automation is a significant driver, but continuing to focus, and in some cases re-focus, on employees is vital. 

For those in support, it is not unusual to experience high attrition. A majority of the attrition is voluntary, and it’s due to monotonous tasks that are boring and lack true value. But now other areas of the business are seeing rising attrition rates and finding recruiting more challenging than ever before. Driving high employee engagement through creation of interesting work that challenges and rewards employees is beyond necessary for the entire enterprise. Technology companies are facing a critical supply-and-demand problem for skilled employees looking for long-term career options.

This virtual summit will include TSIA research, member stories, and in-depth examples of how leadership can continue to find ways to incorporate employees into the higher-level success of the company and build a winning culture for both employees and ultimately for customers.

Sponsored By:

  • Coveo 

Presented By:

Judith Platz

VP, Support Services Research, TSIA

John Ragsdale

Distinguished VP, Service Technology Research, TSIA

Publish Date: March 28, 2019