Session 410: What Is DX and Why Should I Care?


Thursday, April 12 at 10:15 AM

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The new industry buzzwords seem to revolve around the digital experience (DX), but what does this actually mean? So many vendors are reimagining their websites or advertising DX services, but few actually tell customers the outcomes they'll achieve. Well, the digital experience can transform a service request catalog into a customer-focused experience that drives customer adoption as a result. In this session, Phyllis Drucker will define and demonstrate what's possible in the DX world, walk you through defining personas, the experiences they need, and finally show you how to create an enterprise-wide service portal that transforms the delivery of the customer experience.

Phyllis Drucker

Senior Consultant
Linium

ITIL Expert and industry leader Phyllis Drucker is a senior business process consultant for Linium. The author of Service Management Online: Building a Successful Service Request Catalog, Phyllis has more than twenty years of experience as an ITSM practitioner, manager, and consultant. She regularly contributes to the advancement of the profession through presentations, white papers, and articles.