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Session 204: Northwestern Mutual's Service Transformation

Jeremy Lewandowski (Assistant Director, IT Service Transformation, Northwestern Mutual)

Location: Sebastian I-2

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

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

Track: Service Optimization, Service Excellence

Format: Case Study

Vault Recording: TBD

Audience Level: All

In a single year, Northwestern Mutual made dramatic changes to the customer and employee experience, enabling both customers and employees to engage meaningfully and actively with support and increasing satisfaction across the board. In this session, Jeremy Lewandowski will share practical takeaways for rolling out an omnichannel service program that enables customers to solve problems their way, using any channel they prefer. He'll share ideas for creating a remarkable employee experience, and strategies for building partnerships and securing advocates for tech support. Finally, he'll share the metrics they measure and how they use that to tell their story. You can create the same positive change in your organization--attend this session to learn how!

Presentation File

Session204.pdf