SM Forum – Customer Experience: time for a rethink?

For some time now the quest to improve user experience has had a significant impact on service management, influencing the way we design services, phrase service agreements, measure user satisfaction and build in future improvements.

But is it time for a rethink? The last two years have forced us to stop and reflect not just on the end-to-end experience of our customers, but how we improve the employee experience too. Do we really have the right practices, tools, and methodologies in place to provide the very best experience that we can, and how easy is it to adapt and customise our services to fine-tune the experience of different teams or individuals?

This SM Forum brings together a line-up of seasoned presenters who will be focusing on some of the key issues facing CX today:

CX – Why does it matter?  Duncan Watkins, Forrester Research

Depending upon where you sit within an organisation, it can be difficult to get close to the end customer. However, whatever your role is you will have a consumer, a stakeholder or a customer that you are serving. By putting yourself in their shoes and looking ‘outside-in’ you can enable outcomes that improve your organisation. In this session, we’ll look at some of the ways of doing that and also the importance of building trust on the employee or customer’s journey.

Where does CX start and stop?  Jonathan Boyd, eMite

This session will be discussing the reality of CX as a human centric topic.  Whilst CX has been used in many contexts across organisations and industries, it is often only a narrow internal view of what CX really is, which is the perception your customer has of your organisation.  As your customers’ experience is not siloed to different parts of your business, neither is their perception.  So what actually forms their perception: ITIL processes, human interaction, self-service or something else?

Hyperautomation to enhance the customer experience  Damien Davis and Dale Cheeseman, ServiceNow

In this session, we consider how to choose the right integrated platform to support personalised and automated self-service for customers and improved visibility for agents.

Experience Management : how to use it to improve service to your employees  Mark Bewick and Neville Hughes, CloudStratex

Mark and Neville explain what experience management is and how to use it. The session will start with a simple methodology you can use immediately, and also expand into some more advanced techniques. Takeaways include using feedback to continually improve service and practical advice to improve service.

Panel session: Are we shifting too far left?

Not all customers want to self-serve; how can we provide choice rather than enforce steps? What’s your opinion?

Delivery Format

This event is delivered via Zoom.  You can test your Zoom compatibility here.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.

REGISTER NOW

This event is sponsored by