Janice Smith (Director of Enterprise Services Support, Farm Credit Mid-America)
Rebecca Mark (Head of Lending Support, Farm Credit Mid-America)
Location: Grand Caribbean 10
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.