HDI Information Technology Conference 2018

Session 207: CX Advocacy in a Digitally Transforming, Multichannel World


Wednesday, April 10 at 11:30 AM

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Understanding the VOC is a growing challenge. Customers expect a varied menu of channels of communication, including chatbots, live chat, phone support, on-site walk-up bars, and more. Now more than ever, IT managers must understand which channels customers are most likely to use, how, and the reality of their experiences.

In this session, attendees will discover how to develop a team of Customer Experience Advocates who can help maintain a focus on the customer amid evolving channel preferences in a rapidly transforming digital world. We'll also discuss how to cultivate and educate that CX team to continuously improve CX across multiple channels of support by focusing on six key areas. Finally, attendees will learn the steps for ensuring individuals continue to get the personalized high-quality service they've come to expect. Don't let digital transformation take off and leave your CX in the dust!

Jan Dietz

Global Customer Experience Manager
Stefanini

Jan Dietz is currently the global customer experience manager at Stefanini, where she's responsible for overseeing the strategic development of training and knowledge for North America and Asia-Pacific. She has more than 20 years of experience managing service desks and deskside teams, with an eye on customer experience. Jan recently cocreated a global strategic approach to customer experience advocacy, launched at Stefanini in 2017.


Taffany Van Rossen

Service Delivery Director
Stefanini

Taffany Van Rossen is currently the service delivery director at Stefanini, where she's responsible for overseeing multiple global accounts as well as regional CX development, employee engagement and transformation. She has more than 20 years of experience managing service desks and deskside teams, with an eye on customer experience. Tiffany recently cocreated a global strategic approach to customer experience advocacy, launched at Stefanini in 2017.