Barckley Toole has 20 years leading and delivering Help Desk services in global organizations. A former HDI conference speaker, he has led insourced and outsourced Help Desks servicing customers in manufacturing, distribution, supply chain, restaurant operations, and enterprise corporate functions across various industries. In 2015 Barckley pioneered Customer Experience focus within IT Help Desks. Leveraging customer journey mapping, balanced scorecards, and multiple continuous programs, he and his team were able to achieve and sustain 97% customer satisfaction for all contacts. Now with The Wendy's Company, he has partnered with Accenture to integrate Gen AI into Wendy's help desk program.

Presenting:

• Session 602: Early Learnings using Gen AI in Help Desk services