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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 802: CX in Digital World: Juggling Productivity and Happiness

Dr. Ariana Bucio  (CX Product Manager, BP Gurus)

Location: Grand Ballroom 121

Date: Friday, May 20

Time: 10:20 am - 11:20 am

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

Track : Revolutionizing the Customer Experience, Maximizing People, Culture, and Performance

Session Type: Session

Vault Recording: TBD

Audience Level: All

In a digital world, a customer-centric culture is a key feature in many organizational strategies. These organizations deliver world-class services by aligning service performance and specific attributes, such as quality, consistency, and the emotions evoked by customer interactions. In this session, learn how to differentiate customer experience from customer service, how to design a customer experience strategy, how to apply XLAs and SLAs, and how to use technology to transform the customer experience.


Attendees will learn about:

  • The key players in the customer experience in the digital age
  • The difference between customer experience and customer service
  • Key aspects for the design of a customer experience strategy at the service desk
  • The importance of enhancing the human aspect in the customer experience
  • The differences between and applications of XLAs and SLAs
  • The impact of technology to transform the customer experience