HDI Information Technology Conference 2018

Session 604: Walk-Up Support: Transforming the Service and Customer Experience


Thursday, April 11 at 4:00 PM

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Walk-up service isn't a new idea, but it is trending! Whether you're just thinking about starting a walk-up service at your company or have had one in place for years, the panelists in this session will share their experiences and advice to help answer any questions you may have about walk-up service: customer experience, budget, staffing, processes, and more!

Jill Weber

Service Desk Specialist
Northwestern Mutual

Jill Weber has more than 18 years experience in service and support as a help desk specialist, help desk coordinator, and currently a service desk specialist. She has served as HDI Brew City's board as the VP of Programs for the past 10 years, where she has helped to set up, identify topics, and secure presenters for chapter events and meetings. An avid dog lover, Jill is also a former professional women's bowler with national titles and several perfect 300 games.


Rae Ann Bruno

Owner, Business Solutions Training (and Consulting)
Business Solutions Training (and Consulting)

Rae Ann Bruno is the president of Business Solutions Training, Inc., where she consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and is the author of "Translating IT Metrics into Business Benefits" and "What Have You Done for Me Lately? Creating an Internal Marketing Culture." She is also a member of the HDI International Certification Standards Committee.