Keynote Speaker: Roy Atkinson
University of Utah
HSEB - Eccles Health Sciences Library
Why Customer Experience Matters
Customer experience, or CX, was seldom spoken about in IT and technical support until just a few years ago. Mostly, IT service desks handle incidents and service requests from internal users and customers, i.e., employees of the same organization as they are. IT did not seriously consider the elements of customer experience when designing and delivering services, often because the customers had no alternative.
Then came “Shadow IT” and suddenly there was competition. Business units could get applications instantly delivered without waiting for IT projects. Consumerization changed the game, and CIO’s and other senior leaders began to put customer experience front and center.
But what do we mean by customer experience? Who is responsible for ensuring that it is a good experience? What are some ways to measure it and improve it?
In this talk, HDI’s senior writer/analyst shows how to think about customer experience, and how to make it part of your DNA.
Join us to learn more about why Customer Experience Matters, taught Roy Atkinson on April 19th.
Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. You can find Roy on Twitter: @HDI_Analyst / @RoyAtkinson
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