Is your success measured by customer satisfaction surveys alone? If your scores are high, do you stick to the status quo? Does customer satisfaction equal a great customer experience? Would you like to take your service to the next level – to really wow your customers? Too often, we use numbers to measure our success and assess the customer experience. However, the customer experience goes beyond an interaction with a support person working a ticket, and it can’t be measured by a scorecard alone.

The customer experience is based on the service itself, the customer's ability to complete work or use the service, the interactions with people in IT, which includes their customer service skills, consistency of service delivery, how well processes work and how well we set and exceed expectations – every time! To accomplish this, we need to first understand expectations and business requirements, then build a foundation on which we can continually grow. In this session, learn how to continually evolve your skills, processes, and the overall customer experience.