This session will detail the transformative customer experience that has taken place at St. Jude Children's Research Hospital over the past 18 months. The interactive presentation will detail where we were in our customer experience journey for the past several years and our efforts and strategy to reimagine how we deliver services to our employees in a way that's meaningful and that adds value. Strategies discussed include, reimagining the onboarding experience to include White-Glove IT services and employee IT training. Extracting customer value from IT Relationship Manager and Desktop Support Engineer roles and Business Analyst roles to bridge the expectations and value gap between customer needs and traditional IT Service Delivery work products. Additionally, the presentation will cover the manner in which we restructured existing IT Service Desk and Desktop Support employee resources to better embed support into the business fabric of our complex environment while elevating Client Services Leadership to the Executive table to drive overall IT Service Delivery strategy.

Takeaway

Key takeaways from this session include the following. - Attendees will have the opportunity to interact with the presenters and their peers to understand common service delivery pain points and will receive applicable strategies and remedies for these common issues. - Attendees will walk away with practical, proven strategies for reimagining and optimizing their existing support resources to provide maximum customer value. - Attendees will receive information on better strategies for capturing the voice of the customer and using it to break down silos between IT teams to enhance overall service delivery.