Humanizing Digital Portals: Transform Self-Service in the Age of CX Expectations

Your customer just spent 15 minutes navigating your support portal only to end up exactly where they didn't want to be: on hold with your call center. This all-too-common scenario reveals the main flaw in how organizations approach digital self-service: designing for scale rather than CX success. Unfortunately, customer portals are often designed primarily to eliminate contact via more costly resources. When designed solely to scale support, they fail to meet the CX mark. The best portals humanize the digital experience by understanding the customer's journey and anticipating needs before frustration sets in. This session examines the critical need to balance operational efficiency with customer-centered design principles that transform portals from necessary evils into preferred channels. Join Phllis Drucker (Influencer, EZ2BGR8 Service Management) to explore how to achieve great CX results through innovative portal design that puts customers first while still delivering operational benefits. Key Takeaways: - Identify common pitfalls that typical portals fall into and how to avoid them - Apply customer journey mapping techniques to create intuitive, emotionally intelligent digital experiences - Implement a practical roadmap for designing and innovating a new portal experience - Measure the true ROI of your portal beyond call deflection metrics - Balance automation with human touchpoints to create meaningful digital interactions