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Session 602: Luxury Support Knows No Boundaries: A Look Inside the Blue Box

Cory Rothman (Director, IT Service & Support, Tiffany & Co.)

Location: Panzacola F1/2

Date: Thursday, April 11

Time: 4:00pm - 5:00pm

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

Track: Customer Experience, Service Excellence

Format: Case Study

Vault Recording: TBD

Audience Level: All

In the world of luxury jewelry, delivering an unforgettable customer experience is paramount. Tiffany & Co. is focusing on becoming the next generation luxury jeweler but in order to get there, they have to be able to meet the demands of their business and their customers by providing high-performance and high-availability IT solutions. So let's take a look inside "The Blue Box" and learn what it took to succeed in transforming the IT Service & Support organization of Tiffany & Co. into a high performing and globally focused team.

  • Meet your customers where they want to be, not where you want them to be
  • Treat your agents like the experts they are
  • Decisions are a team effort
  • Think globally, act globally
  • Create a consistent customer experience, not just customer service
  • Focus on quality, not quantity
  • Never settle