Digital Transformation is All Human - Mindset, Vision & Measurement

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Presented by

Sabine Schmidt, Head of Global IT Helpdesk & Digital Support Services, ABN AMRO Bank

About this talk

Three years ago, Sabine started creating values (now experience levels) to understand as a department why we are delivering what to our customers (our international colleagues). Those values became our first XLA for Helpdesk phone support. Live chat and our Virtual Assistant Abby followed. Sabine will explain why and how we transformed by three key principles; mindset, vision and measurement.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com