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Session 509: Next-Gen Support Services: Improving the End-User Experience

Marti Christesen (Associate Vice President, NNIT)

Date: Thursday, April 23

Time: 11:30am - 12:30pm

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

Track: Pursuing Service Excellence

Vault Recording: TBD

Audience Level: Intermediate/Advanced

AI, automation, omnichannel, KCS, shift-left: these are what everyone’s talking about in the support world. But how are they all linked together? And how can they support a strategy that both improves the customer experience and make the entire support organization more efficient? In this case study, you will hear more about how NNIT built the next generation of support services. Discover:
• How to create your own omnichannel support strategy, including a view of NNIT’s roadmap
• Why chatbots might not be the best place to start – even if everyone else says so
• How efficient knowledge management globally is a prerequsite for successful digital transformation