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IT's Role in a CX Strategy

Andrew Pritchard  (Director of Marketing, Perspectium)

Location: TBD

Date: Thursday, August 6

Time: 7:30 am - 8:15 am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Revolutionizing the Customer Experience

Vault Recording: TBD

Audience Level: All

The role and importance of IT is often overlooked when defining a customer experience (CX) strategy. Yes, IT is expected to set up and manage the technology infrastructure used to manage the customer experience, but what about the need to respond quickly and consistently when technology is what actually creates a challenge for the customer?

In this Breakfast Briefing, Andrew Pritchard will identify the essential processes and KPIs that need to be in place between customer support and IT operations to ensure that CX is a priority for all parts of the business. He’ll also explain the importance of DevOps to a CX strategy, and the ways in which customer support, operations, development, and sales have complete visibility into incidents, issues, and cases relating to a customer’s experience with the organization.

Attendees will learn about:
• IT's role in CX
• How to compare your environment against best practices
• How to identify priority projects that need to be scoped or completed
• Real-world examples of customers that have already addressed these