Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.
Marni Casanova (Senior Director, Technology Customer Experience, T-Mobile USA, Inc.)
Alex Perkins (ITSM Service Delivery Manager , T-Mobile USA, Inc.)
Location: Room 304-305
Date: Wednesday, May 3
Time: 11:30 am - 12:30 pm
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Pursuing Service Excellence
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
We all started at the same place when we found Knowledge-Centered Service (KCS): dubious information, disparate tools, disjointed resources, and disengaged teams. Implementing KCS sounds great, but how does an organization actually go about transforming a culture and practically applying KCS into their knowledge management practice? In this session, T-Mobile’s Marni Casanova and Alex Perkins will chart their journey with KCS from what sparked the transition to lessons learned to where they’re going next. If you're curious how to get started and identify (better yet, avoid) potential roadblocks, come hear T-Mobile’s firsthand experience!