HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 708: The Path to Service Excellence

Nancy Van Elsacker Louisnord (president, TOPdesk USA)

Location: Room 309

Date: Friday, April 13

Time: 9:00am - 10:00am

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

Track: Reinventing The Customer Experience

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

As end users become more self-reliant, they expect their support organization not only to understand their business goals but also to really fit into their world. They expect profound collaboration where their support organization can really add value. In this session, you’ll embark on the path to service excellence by seeing examples and best practices from service desks in a range of industries. You’ll discover how to get better insight into your customers’ wishes, how to enable them to be more self-reliant, and how to reorganize in a more agile way, moving from functional silos to customer-focused groups.