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Session 602: Luxury Support Knows No Boundaries: A Look Inside the Blue Box

Thursday, April 11 at 4:00 PM

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In the world of luxury jewelry, delivering an unforgettable customer experience is paramount. Tiffany & Co. is focusing on becoming the next generation luxury jeweler but in order to get there, they have to be able to meet the demands of their business and their customers by providing high-performance and high-availability IT solutions. So let's take a look inside "The Blue Box" and learn what it took to succeed in transforming the IT Service & Support organization of Tiffany & Co. into a high performing and globally focused team.

  • Meet your customers where they want to be, not where you want them to be
  • Treat your agents like the experts they are
  • Decisions are a team effort
  • Think globally, act globally
  • Create a consistent customer experience, not just customer service
  • Focus on quality, not quantity
  • Never settle

Cory Rothman

Director, IT Service & Support

Tiffany & Co.

Cory Rothman is an engaging and passionate IT support professional with more than 23 years of experience working within major retail IT organizations, including Kohl's and IKEA. He is currently serving as the director of IT Service & Support for Tiffany & Co. He brings to his role a strong desire for helping others, delivering high-level customer experiences to his end users, and maturing Tiffany & Co.'s ITSM foundations and governance. All of these efforts center around developing his teams into a world-class support organization. Cory received his MM in management from the University of Phoenix. He's also a certified HDI Support Center Director, HDI Support Center Manager, and HDI Problem Management Professional.