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Session 104: Customer Service Is Dead, Customer Experience Is Queen

Wednesday, April 22 at 10:15 AM

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How well are you keeping up with your customers' ever-changing business needs? How often do staff in your IT department collaborate with each other to deliver world-class support? The customer's experience and engagement with your IT staff serves as the barometer for how well your IT organization is supporting the business. In this case study, DeAndrea Norris will share the Johns Hopkins University Applied Physics Laboratory's approach to partnering with their customer community to improve the overall customer experience. Learn about their three-year customer experience strategy to build an even better relationship between IT and the business, improve branding, and enact proactive measures/changes to increase customer engagement and improve support.


SupportWorld Live speaker photo for DeAndrea-Norris

DeAndrea Norris

IT Customer Experience Manager

Johns Hopkins University Applied Physics Laboratory

DeAndrea Norris is the IT Customer Experience Manager for the Johns Hopkins University Applied Physics Laboratory (APL). DeAndrea has 20 years of extensive hands-on experience managing customer support teams focused on improving the customer experience within the organization. In her previous roles, DeAndrea has held positions as the Help Desk and Relationship Manager, supporting over 7,000+ internal customers. She helped to contribute to APL being recognized as one of Computer World Top 100 places to work in IT for both 2018 and 2019. As a proud HDI member, she loves to share her vast experience of managing teams and improving the customer experience.