Director, Commercial Digital Solutions
Improving the customer experience continues to be a priority for most organizations and a necessity for digital transformation. Great customer service leaders recognize that success starts from within the company with its strategy, people, processes, and technology. In this panel session led by an industry influencer, hear tales from the trenches on how top leaders create great experiences with the outcomes customers desire, enable the right culture that empowers agents to provide fast and empathetic service, and transform service engagement and delivery with technology.
Ecolab is moving from their current manual customer support model, which lacks omni-channel support, reporting and analytics, automation and governance, to ServiceNow's Customer Service Management suite. This is a pivotal moment in the organization as Ecolab is poised to begin supporting unprecedented volumes. Join Lori Jarchow, Director of Commercial Digital Solutions at Ecolab, and Andrea Pohlman, CSM Strategy and Solution Leader at Aeritae, to learn how a strategic service model will allow Ecolab to scale their lean, high-performing team by capturing tribal knowledge and leveraging automation.