HDI 2018 Schedule Builder

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Session 508: Customer Journey Mapping: Put the Customer at the Center of Support

Miranda Reshaw (Process and Improvement Manager , Coca-Cola)

Location: Room 309

Date: Thursday, April 12

Time: 11:30am - 12:30pm

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

Track: Reinventing The Customer Experience

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Through the use of customer journey maps, IT support teams are becoming increasingly aware of the actual customer experience. Understanding the true impact on the customer journey is now standard process when upgrading or deploying new applications. So, who better to tell us how to create an enlightening customer experience than Coca-Cola? In this case study session, you’ll discover how the customer experience has moved to the forefront of all support processes at Coca-Cola, and detail the measurable benefits you can achieve when you take a more customer-centric approach to IT support.