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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 303: The Heart of Knowledge: Strategies to Build Trust and Improve Efficiency

Janice Smith  (Director of Enterprise Services Support, Farm Credit Mid-America)

Rebecca Mark  (Head of Lending Support, Farm Credit Mid-America)

Fred Gordon  (Head of Lending Support, Farm Credit Mid-America)

Date: Wednesday, November 20

Time: 3:45 pm - 4:45 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

We will share how we developed our vision for success when faced with diminishing trust from our customers, deteriorating ability to meet SLA’s, and difficulty growing our team. We had to find a better way! In this session, Farm Credit Mid-America’s Rebecca Mark, Fred Gordon, and Janice Smith will share their journey with KCS from identifying the opportunity, how we’ve transformed the customer experience and gained efficiencies through KCS, and how we’ve begun exploring AI for the future. We’ll share lessons learned and takeaways so that you can benefit from our experience.


• Take time understanding needs of your customers and team
• KCS needs technology; it should enhance KCS process NOT define it!
• Increased business efficiency is a key metric
• Growing our business without having to grow our team
• Leveraging KCS to improve profitability