HDI Information Technology Conference 2018

Session 402: The Secret Ingredients to a Great Service Culture


Thursday, April 11 at 10:15 AM

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The recipe for great IT services has always been a combination of people, processes, and technology. With the increased focus on the customer experience and employee engagement, having the right staff is more important than ever. So how do you find and retain the best employees for a service culture? And how do you help them excel? In this session, learn about the leadership style, core values, hiring strategies, and team enablement practices that have led Topdesk USA to a 4.9 rating on Glassdoor and a 96% retention rate.

Nancy Van Elsacker Louisnord

president
TOPdesk USA

Nancy Van Elsacker Louisnord is the president of TOPdesk USA. As a committed leader and team-builder, Nancy strives to inspire service management professionals to focus on how they can add value to the organization, specifically in the fields of shared service management and service excellence. Nancy has more than 10 years of experience in service management and extensive experience in HR before that. She contributes to several of IT's leading publications and is a featured CIO.com contributor, as well as a public speaker at many of the industry's leading events.