Session 803: Digital Wizards, Walk-Up Services, Chat Support: Transforming Customer Success!

Friday, August 7 at 10:15 AM

Northwestern Mutual's Technology Service Center (TSC), building on the transformative success of earlier support and service initiatives, is currently focusing on face-to-face, embedded Digital Wizards, and chat support services. To measure customer success, they've also developed a customer experience program, designed internally to make sure our internal partners and customers are successful by using all support resources available to them. Learn how Northwestern Mutual is continuously developing and transforming their support activities and resources to build a better relationship with internal customers and business partners.

Jill Weber

Service Desk Specialist

Northwestern Mutual

Jill has worked for Northwestern Mutual since 2018 as a Lead Technician of the Technology Service Center on the Technology Customer Success organization. She is in charge of running two separate walk up services centers and has been in the IT service and support industry for over 20 years. HDI is now stranger to her, she has been the VP of Programs for the Brew City local HDI chapter for over 15 years and has facilitated several panels at HDI conferences in the past.<br /><br />

Marlin Hill

Service Desk Specialist

Northwestern Mutual

Marlin is a Lead IT Specialist at Northwestern Mutual and has helped to develop the walk up, digital wizards, chat and customer experience services while being there since 2018. He has a strong background in system support, networking and operations management. He has over 5 years experience in the IT support services environment.<br /><br />