Moderator:
Namrata Rathore, Senior Director, Access Center, Orlando Health Medical Group

Abstract:
In recent years, customer service and experience leaders have greatly accelerated investment in digital channels and capabilities, hoping to offer a better service experience to customers. To ensure we enable first class self-service we will review the known myths and realities about customer service journey. This session will challenge us as experience driven nimble leaders to bust through the myths and embrace the realties and how they support us in the journey of creating better tools for first-class self-service.

Key Take-Aways:

• Top myths and realities we know about the customer service experience journey
• Best practices for enabling self-services that meet the customers need where they are in the journey
• Insight on what is required to continue to innovate and improve your self-service options for low effort and high customer satisfaction