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Session 503: Customer Service Is Dead, Customer Experience Is Queen

DeAndrea Norris  (IT Customer Experience Manager, Johns Hopkins University Applied Physics Laboratory)

Date: Wednesday, November 10

Time: 11:35am - 12:35pm

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

Track: Revolutionizing the Customer Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

How well are you keeping up with your customers’ ever-changing business needs? How often do staff in your IT department collaborate with each other to deliver world-class support? The customer's experience and engagement with your IT staff serves as the barometer for how well your IT organization is supporting the business. In this case study, DeAndrea Norris will share the Johns Hopkins University Applied Physics Laboratory’s approach to partnering with their customer community to improve the overall customer experience. Learn about their three-year customer experience strategy to build an even better relationship between IT and the business, improve branding, and enact proactive measures/changes to increase customer engagement and improve support.