HDI 2018 Schedule Builder

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Session 709: Automation: The Next Big Service Desk Initiative

Willette Glenn (Senior Manager , PepsiCo)

Location: Room 319

Date: Friday, April 13

Time: 9:00am - 10:00am

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

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Find out how automation can improve service desk efficiency and enhance the customer experience and satisfaction. This session will cover the automation lifecycle—determining the need for automation, developing new tools, roadmaps and support, marketing and customer adoption, and measuring success—and show live demos of a subset of our PepsiCo’s most impactful in-house developed tools: web chat, self-service portal, and the analyst toolbox.