Omnichannel: The Ultimate Shift Left - Service Desk Institute

Does Your Customer Service Strategy Deliver?

Digital transformation of the consumer experience has triggered a need for digital transformation of the service desk experience, with the priority being to provide better support for employees; helping them be more productive.

According to Gartner, most service leaders ask, “How do I provide a seamless experience across multiple customer service channels to better meet growing customer expectations?” when what you should be asking is “Which omnichannel benefits actually matter most to customers?”.

Taking a joined-up, digital-driven approach is essential to delivering the modern, omnichannel service desk experience that IT customers expect, and understanding what the IT experience needs to look like from the customer’s perspective is the first thing to consider when thinking about an omnichannel strategy. Gartner suggest that adding channels can lead to more complexity, dividing your resources in more ways, making it hard to deliver a low-effort, high-quality service experience. And if you deliver the wrong experience, all of that time and money invested in building that experience will be wasted.

At this one-day virtual event, we will bring you carefully curated thought leaders and keynote speakers to share their insights and help you to better position your service and support omnichannel strategy for success.

You will learn how to:

* Create seamless customer resolution journeys while driving costs down with digital customer support

* Deliver a low-effort, high-quality omni channel service experience

* Take the best bits from other service and support operations strategies and make them your own

* Provide the right support for employees and help them be more productive

With thanks to our event partners:

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David Wright

Chief Value & Innovation Officer, SDI

David Wright

Patrycja Sobera

Global VP, End User Experience, Unisys

Patrycja Sobera

Davoud Pourhossein

Global Director of Client Architecture, Unisys

Davoud Pourhossein

Prashant Arora

Senior Director, NTT Ltd

Prashant Arora

Gaurang Pathak

Director, Strategic Accounts (EMEA), 1E

Gaurang Pathak

Paul Philips

Senior Service Desk Operations Director, CGI

Paul Philips

Scott Gamble

Senior Portfolio Manager - Technology Workflows, ServiceNow

Scott Gamble

Agenda - Omnichannel: The Ultimate Shift Left

11:00 - 11:05 - Welcome

A welcome from our event host, David Wright, SDI.

11:05 - 11:25 - How Shift-Left ITSM improves Digital Employee Experience (DEX) and delivers business value

Gaurang Pathak, Director, Strategic Accounts (EMEA), 1E

86% of respondents to a Vanson Bourne survey believe that Digital Employee Experience influences organizational revenue. While the correlation between improving DEX and faster IT remediation is obvious, the survey identified that 75% of the employees feel that faster fixing of issues is no longer good enough - IT needs to become proactive rather than reactively fixing issues. Prevention is better than cure!

With over 25 years of experience in this space, we have witnessed how an increasing number of companies are focusing on improving digital employee experience (DEX) and implementing end-to-end automation to:
1. Reduce cost of IT operations and IT Support
2. Increase IT resource availability for strategic thinking
3. Improve employee productivity
4. Increase staff retention
5. Improve customer satisfaction and revenue

Shift-Left is moving the point of fix to the device itself through self-healing or to the user via self-service capabilities that deliver change. This has proven more beneficial than just providing information through knowledge-based articles (KBAs) on how to make a change or reactively dealing with a large number of issues which is being faced by the hybrid workforce.

Join this session to learn more and understand how your team can become more proactive through Shift-Left and deliver value to your business.

11:30 - 11:50 - Omnichannel Service Desk Experience - One size does not fit all

Patrycja Sobera, Global VP, End User Experience, Unisys & Davoud Pourhossein, Global Director of Client Architecture, Unisys

EUS (End User Services) to EUX (End User Experience) transformation through the right approach to omnichannel offering
The importance of Experience Parity in the new world of hybrid working
Hyper personification of service desk channels

11:55 - 12:15 - Live Session - Freshworks

To be confirmed

12:20 - 12:30 - Break

Be Back Soon. Break Time!

12:30 - 12:50 - 5 Ways to Get Your Omnichannel Strategy Right and Create Delightful Digital Experience

Prashant Arora, Senior Director, NTT Ltd

Employees are also the consumers, using superior apps for their everyday’s needs - from shopping to ordering food, reading online to booking tickets, from financial transactions to entertainment, consumer-tech has evolved a lot in last few years. With prevalent use of AI & tech everywhere, the expectations of employees for a better, seamless and connected digital experience at workplace is also growing as they continue to seek better work-life in hybrid working. Organisations are also constantly investing to elevate the IT experiences for their employees to ensure frictionless support and higher productivity. Omnichannel Strategy is a big part of the overall journey that many Digital Transformation leaders are working towards. In this session, Prashant Arora from NTT will share the secret sauce of a successful Omnichannel Strategy from their practical experience to create delightful digital experience for your employees and how to make it work.

12:55 - 13:15 - Using The Right Channel For The Right Contact

Paul Phillips, Senior Service Desk Operations Director, CGI

Using the right channel for the right contact can unlock improved user experience and client satisfaction. This is how we approached and delivered this concept on our Multi Client Outsourced Service Desk. Using multiple leading technologies under the umbrella of our 5 Star service desk through the challenges and the successes experienced.

13:20 - 13:40 - Live Session - TOPdesk

To be confirmed

13:45 - 14:00 - Break

Time To Press Pause.

14:00 - 14:20 - Live Session - Manage Engine

To be confirmed

14:25 - 14:45 - Don’t Cut the Phone Lines!

Scott Gamble, Senior Portfolio Manager - Technology Workflows, ServiceNow

In this session, Scott will explore how demographics are changing within the workforce, and how organizations can optimize existing and new technology to deliver flawless customer experiences, including several practical, immediately actionable tips for you to turn the dial in your own organization.

14:50 - 15:10 - Live Session - TBC

To be confirmed

15:15 - 15:55 - Panel discussion

All speakers will attend, have your questions answered live.

15:55 - 16:00 - Close

Event round up