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Session 304: CX Principles Every Service Desk Should Leverage

Wednesday, April 22 at 3:00 PM

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Customer Experience (CX) can be an intimidating subject! There are many aspects to consider; sometimes it's challenging even to get started. This session will demystify the fundamentals of CX and examine the impact of experiences on internal and external customers. We'll explore how to measure the value of CX initiatives and communicate their importance to senior leadership. You'll walk away with an action plan to transform the customer's journey through your Support Center.

This session will cover:
- Exploring the foundations of Customer Experience and learn simple practices to launch CX initiatives.
- The impact of Support Center experiences on both internal and external customers.
- How to measure the value of CX projects and communicate the return on investment to leadership.

SupportWorld Live speaker photo for Rebecca-Roemen

Rebecca Roemen

Senior Consultant, CX Strategy & Operations

TTEC

Becky Roemen has deep-rooted passion for customer experience strategy and operations. She’s an accomplished leader of digital, operational, and customer experience transformations. Becky launched her career in technical marketing before serving as a contact center systems engineer, and quickly became an advocate for customer-centric design. Becky has been recognized as an ICMI Top 50 Thought Leader and her articles can be seen in several trade publications. Currently serving as a Senior Consultant of CX Strategy & Operations at TTEC Digital, Becky helps organizations of every shape and size rise above their most complex customer experience hurdles. Follow Becky on Twitter (twitter.com/BeckyRoemen) and connect with her on LinkedIn (linkedin.com/in/becky-roemen/).