HDI 2018 Schedule Builder

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Session 410: What Is DX and Why Should I Care?

Phyllis Drucker (Senior Consultant , Linium)

Location: Room 306/307

Date: Thursday, April 12

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Reinventing The Customer Experience

Experience Level: All

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: All

The new industry buzzwords seem to revolve around the digital experience (DX), but what does this actually mean? So many vendors are reimagining their websites or advertising DX services, but few actually tell customers the outcomes they’ll achieve. Well, the digital experience can transform a service request catalog into a customer-focused experience that drives customer adoption as a result. In this session, Phyllis Drucker will define and demonstrate what's possible in the DX world, walk you through defining personas, the experiences they need, and finally show you how to create an enterprise-wide service portal that transforms the delivery of the customer experience.