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Session 107: Automation: The Next Big Service Desk Initiative

Wednesday, April 10 at 10:15 AM

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Find out how automation can improve service desk efficiency and enhance the customer experience and satisfaction. This session will cover the automation lifecycle—determining the need for automation, developing new tools, roadmaps and support, marketing and customer adoption, and measuring success—and show live demos of a subset of PepsiCo's most impactful in-house developed tools: web chat, self-service portal, and the analyst toolbox.

Willette Glenn

Senior Manager

Willette Glenn is a senior IT professional with extensive experience in project management, application development, customer service, team building, and improving the customer experience. A twenty-year veteran of PepsiCo, Willette is currently the North America service desk senior manager in charge of infrastructure, password, and extended support teams, supporting more than 50,000 customers. She built and manages the service desk automation team, responsible for developing and deploying more than 20 large- and medium-scale solutions for customers and agents.

Bobby Rubio

Support Center Manager

With a passion for customer service and a desire to help, Bobby has worked at the Service desk for nearly 7 years. Before working at the Service Desk, he took his interest in Linux and open source software to customize solutions for a non-profit and small local business. While at the service desk he has been able to leverage his experience on multiple teams such as password, infrastructure, and extended support to create solutions that save time for both the analyst and end user. Bobby resides in Dallas, Texas with his wife and two sons.