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Real World Successes with Shift-Left Strategy

Evan Carlson (VP, EasyVista)

Location: Colonial A/B

Date: Wednesday, November 13

Time: 10:00am - 10:45am

Pass Type: Conference & Expo Package, Expo Only Pass

Track: Putting IT to Work: Tech Talks

Vault Recording: TBD

Today’s digital-first approach to engaging employees and connecting with customers is creating more demands on IT support and service delivery. According to HDI research, over 61% of enterprises are experiencing an increase in the number of tier 1 support requests. At the same time, IT leadership is being asked to reduce IT costs and increase satisfaction levels of both employees and customers. That means that every organization must look at a “shift-left” strategy that includes self-service that works by creating a digital experience that is engaging, pervasive, and smart. Those that succeed can show real savings to the organization that results in the ability for IT to more with less.

In this session, Evan Carlson, VP of EasyVista will dive into three customer success stories and how they used self-service software to achieve a shift-left strategy. This session will explore:

  • Why self-service is failing in many organizations
  • How AI, virtual agents and knowledge experiences are changing the game
  • The journey three companies trailed through to achieve significant savings through a shift-left strategy