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Don't settle for mediocracy!Take charge of your service desk customer experience

This webcast explores the current habits and services which are delivered today by service desk teams relative to the service support and customer experience impact to their lines of business. Can these teams survive the current shift in demands, requests and needs from the business?

New research from Forrester reveals that today’s focus of service support teams is around the same old topics of yesterday – hardware, password resets, etc. This is not enough to take us into the age of the customer. We will explore the topic of customer experience relative to your service support team. Why are service desk teams missing opportunities to tune, optimize, and iterate their customer experience?
This interactive session shares fresh perspectives gleaned from recent findings and provides tangible recommendations for the service desk manager, service desk analyst, customer experience manager and project teams who lead the ITSM initiatives in their organizations to be ready for “The age of the customer”.

Agenda:

•The Age Of The Customer And What It Means For IT
•The Challenges Of Service Support
•Understanding Customer Experience
•Applying Customer Experience Within Your ITSM Journey

This session is eligible for 1 priSM CPD
Recorded Sep 24 2013 60 mins
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Presented by
Eveline Oehrlich, VP and Research Director and Amy DeMartine, Senior Research Analyst, Forrester Research Inc.
Presentation preview: Don't settle for mediocracy!Take charge of your service desk customer experience

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  • Title: Don't settle for mediocracy!Take charge of your service desk customer experience
  • Live at: Sep 24 2013 3:00 pm
  • Presented by: Eveline Oehrlich, VP and Research Director and Amy DeMartine, Senior Research Analyst, Forrester Research Inc.
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