CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 201: The Forgotten Experience

Rae Ann Bruno  (President, Business Solutions Training, INc.)

Date: Tuesday, April 30

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Evolving the Customer and Employee Experience, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

There is a lot of talk these days about XLAs and how they can be used to improve both customer and employee experience. But aren't they both intertwined? Very much so. While inadvertent, there are times when changes made to achieve organizational goals or improve the customer experience overlook the impact on support professionals. Process and procedure changes can backfire and translate into frustration for both… and support professionals end up being caught in the middle.
So, how do we implement improvements that increase customer experience without reducing the morale or increasing the stress levels of support professionals? By focusing on how these experiences are interrelated and by recognizing the impact of:
-A focus on SLAs (vs. XLAs)
-Technology that lacks oversight
-A focus on transactions and metrics
-Policies and overly bureaucratic processes vs guidelines
-Focusing on customer satisfaction (vs. customer experience)
Attend this session to learn practical and proven methods for implementing improvements that enable both a positive customer and employee experience.
Takeaways
• Recognizing the relationship between employee and customer experience
• Leveraging XLAs to improve the customer journey and employee experience
• Using systems thinking when making decisions and improvements

Takeaway

• Recognizing the relationship between employee and customer experience
• Leveraging XLAs to improve the customer journey and employee experience
• Using systems thinking when making decisions and improvements