Session 505: Bringing the Digital Experience to the Service Portal

Phyllis Drucker (Senior Consultant, Linium)

Location: Augusta

Date: Wednesday, October 17

Time: 10:00am - 12:00pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Optimizing the Service Experience

Format: 2-hour Interactive Workshop

Vault Recording: TBD

The latest buzzword in the industry is digital experience (DX), but what does it actually mean? So many vendors are reimagining their websites or advertising DX services as the latest in innovative solutions, but few actually tell customers the outcomes they will achieve. Among its many benefits, DX can transform a service request catalog into a customer-focused experience and drive consumer adoption as a result, and It can be applied to internal portals as easily as external websites and portals. In this session, Phyllis Drucker will define and demonstrate what's possible in the DX world, then walk attendees through a selection of DX techniques:
• Identifying and defining personas using persona mapping
• Developing journey maps using a DX Kanban approach for both consumer and fulfiller experiences
• Using Agile approaches to implement this new portal experience