The Digital Customer Experience
October 17, 1:00 pm - 6:00 pm
The digitisation of traditional business services is transforming the customer experience is ways that would have been unimaginable a couple of years ago. Service management is at the heart of this rapid transformation, and for many organisations there’s only one opportunity to get it right.
The modern service management professional – businessman, team builder, expert negotiator, technical strategist – requires a whole range of skills that are still relatively scarce in our industry, but finding the right people to lead your transformation is key to the long-term success of your business.
Join Forrester Research and itSMF UK for an afternoon of discussion and networking about customer experience in the digital world. This event takes a strategic view of digital CX, helping CIOs and heads of service management to shape and deliver world-class customer-centric solutions and the teams needed to deliver them.
|13:00 - 13:30||Snacks and refreshments and networking (Sting Room)||N/A||30 Mins|
|13:30 - 14:30||The Service Management Professional||Barclay Rae, itSMF UK||60 Mins|
|14:30 - 15:30||The Digital Service Broker: Digital Customer Experience and the Effect on ITSM||David Wheable, Forrester Research||60 Mins|
|15:30 - 15:45||Refreshment break||N/A||15 Mins|
|15:45 - 17.00||Breakout session and conclusions||David Wheable, Barclay Rae, Duncan Watkins||75 Mins|
|17.00 - 18.00||Drinks reception (Sting Room)||N/A||60 Mins|
This event is free to senior managers in itSMF UK member organisations. Not a member? Find out about membership benefits and costs here.