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June 24 - 28, 2019
The Mirage, Las Vegas

Tom Brennan

Global Director, Customer Service Transformation

2:10 PM Tales from the Trenches: Best Practices to Drive Digital Transformation

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.

11:00 AM Managing the Human Change Dynamic in Customer Service Business Transformation

During a major change event, whether professional or personal, people get entrenched and resist adjusting their behavior. As a leader directing change in your customer service business, you may find the human element more challenging than the technology or process elements. Attend this session to hear Tom Brennan, Global Director of Customer Service Transformation at ServiceNow, share his approach and process for helping employees consciously choose to do something different. Effectively addressing the human change dynamic can reduce productivity loss and accelerate results in a business transformation.

Check out the incredible speaker line-up to see who will be joining Tom.

Download The Latest Agenda