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 502: CASE: Contact Anyway, Service Everyway
Tom McMahon (IT Manager, Ulta Beauty)
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 : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
Historically, IT has only offered few options for requesting service including requiring the user to have a ticket. IT also offered limited options to provide support. In this session, Tom McMahon will draw attention to options for disrupting support, expanding on these offerings and embracing the concept of meeting the user where they are and providing the support through the method that work best for them. At Ulta Beauty, it's called Contact Anyway, Service Everyway, and it shifts focus from IT to the user. Walk away from this session with the essential knowledge to make the CASE in your organization.