Session 708: The Path to Service Excellence

Friday, April 13 at 9:00 AM

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As end users become more self-reliant, they expect their support organization not only to understand their business goals but also to really fit into their world. They expect profound collaboration where their support organization can really add value. In this session, you'll embark on the path to service excellence by seeing examples and best practices from service desks in a range of industries. You'll discover how to get better insight into your customers' wishes, how to enable them to be more self-reliant, and how to reorganize in a more agile way, moving from functional silos to customer-focused groups.

Nancy Van Elsacker Louisnord


Nancy Van Elsacker Louisnord is the president of TOPdesk USA. Next to leading and building a team, she inspires service management professionals by presenting and writing articles focusing on how they can add value to the organization, specifically in the fields of shared service management, Agile, and the IT ecosystem. Nancy has 10 years of experience in the service management field and extensive experience in HR before that.