HDI Conference & Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

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