Session 709: Automation: The Next Big Service Desk Initiative

Friday, April 13 at 9:00 AM

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Find out how automation can improve service desk efficiency and enhance the customer experience and satisfaction. This session will cover the automation lifecycle—determining the need for automation, developing new tools, roadmaps and support, marketing and customer adoption, and measuring success—and show live demos of a subset of our PepsiCo's most impactful in-house developed tools: web chat, self-service portal, and the analyst toolbox.

Willette Glenn

Senior Manager

Willette Glenn is a senior IT professional with extensive experience in project management, application development, customer service, team building, and improving the customer experience. A twenty-year veteran of PepsiCo, Willette is currently the North America service desk senior manager in charge of infrastructure, password, and extended support teams, supporting more than 50,000 customers. She built and manages the service desk automation team, responsible for developing and deploying more than 20 large- and medium-scale solutions for customers and agents.