Global Director, Customer Service 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.
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.