Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:
Paul Selby
Director, Product Marketing – Customer Workflows
ServiceNow

Abstract:

As customer service organizations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes. We propose that you can adopt a strategy that proactively addresses both options in order to deliver the level of attention customers demand.

Key Take-Aways:

• Examples of how large companies and organizations such as Basware, Proximus, State of Tennessee, and more are better connecting engagement to operations
• Best practices to automate solutions to requests through self-service
• Ways to empower agents to do to more, more effectively