Joseph Fugere (IT Service Center Director, University of Alaska)
Location: Grand Caribbean 11
Date: Wednesday, November 20
Time: 11:30 am - 12:30 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
In today's Service world, it is no longer good enough to have high-scoring customer service surveys that strictly measure operational metrics and CSI Scores. Instead, our changing economy has forced companies who want to grow and excel to look at the entire customer journey and capture a customer's experience each step of the way. This includes measuring every touch point where a customer interacts with the company over time.
At the University of Alaska Anchorage (UAA), IT has been on a journey to shift its focus from providing great customer service to providing great customer experiences. Joe Fugere, IT's Service Center Director, will be sharing the steps along their journey, which followed Experience Collab's "Experience Optimization Framework (EOF)". Joe will discuss how they determined the first persona to focus on and will walk through the various data-gathering tools they used to identify the "You are Here" point. Joe will then illustrate how their IT Experience team determined where they wanted to go, how they could get there, and finally, how they used Experience Ambition to prioritize their initiatives. He will also share how they were able to measure both customer sentiment and operational performance by creating XLA's. In closing, Joe will share 10 practical steps you can take to simply get started in this big new world of Experience Management (XM) and eventually build an Experience-Centered Service Culture in IT.
10 Practical steps you can take to get started in Experience Management and eventually build an Experience-Centered Service Culture in IT.