Tom McMahon (IT Manager, Ulta Beauty)
Date: Wednesday, May 1
Time: 11:30 am - 12:30 pm
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Optimizing the Support Organization, Evolving the Customer and Employee Experience
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.
Provide support from the perspective of what is easiest for the user.
Disrupt the concept of how support was historically provided.
Enhance and grow support tools with new inputs and outputs.