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Session 107: Automation: The Next Big Service Desk Initiative

Willette Glenn (Senior Manager, PepsiCo)

Bobby Rubio (Support Center Manager )

Location: Panzacola G-1

Date: Wednesday, April 10

Time: 10:15am - 11:15am

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

Track: Technology

Format: Case Study

Vault Recording: TBD

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 PepsiCo’s most impactful in-house developed tools: web chat, self-service portal, and the analyst toolbox.

Presentation File

Session107.pdf