Chain of Gain - A Customer Service Management Workshop

Published on by mikovirkola

A 5-Step Analytics Framework for Optimizing Customer Service experience

Date: 5th of November 2019
Time: 9:30am – 3:30pm
Location: ServiceNow Office, Keilaranta 1, Espoo, Finland

Are you striving to improve your Customer Service Management processes, but don’t know where to start?

Join this hands-on workshop, 5 Steps to Optimizing Customer Service, on 5th of November to find out how to increase efficiency, improve service quality, optimize resources, and drive better results with ServiceNow Performance Analytics, Virtual Agent, and Predictive Intelligence.

This interactive workshop will introduce you to a framework that will help you:

- Align stakeholders and drive towards continual improvement
- Eliminate process bottlenecks and identify automation opportunities
- Apply best practices, avoid common pitfalls and drive KPI adoption
- Improve overall business efficiency and customer satisfaction

Workshop format

We will use a common service management business case where the goal is to significantly improve the Customer Satisfaction within 3 months (without adversely impacting other measures). The audience will be grouped into small teams and will be guided through a 5-step framework to deconstruct the goal, identify the most business-critical KPIs, and develop a blueprint for optimizing efficiencies. All attendees will also get a chance to use ServiceNow for themselves to experience how this framework can make a measurable impact across their business.

Who should attend?

The workshop is designed for CSM stakeholders that cover (it is not a technical workshop):

- Customer Service Processe
- Customer Support
- Client Services
- Call Centre
- Customer experience
- Customer success
- Digital transformation
- Continual Service Improvement Managers
- CSM Solutions Architect

What should you bring with you?

Please make sure to bring a laptop running a recent browser to be able to access our ServiceNow Performance Analytics and chat-bot lab instance.

There will be plenty of opportunities for networking with your service management peers during the workshop, coffee breaks and lunch.

Event has ended

You can no longer attend this event.

Start:

Mon, Nov 4, 2019 09:30 PM PST

End:

Tue, Nov 5, 2019 03:30 AM PST

ServiceNow, Keilaranta 1, Espoo, 02150, Finland

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Chain of Gain - A Customer Service Management Workshop

A 5-Step Analytics Framework for Optimizing Customer Service experience

Who should attend?

The workshop is designed for CSM stakeholders that cover (it is not a technical workshop):

What should you bring with you?

Agenda

Tuesday 5th of November

9:30

Setting the Scene

More information

10:00

Demo

More information

11:30

12:30

Lunch

12:30

Chain of Gain Workshop

More information

13:30

ServiceNow Performance Analytics hands-on exercises

14:30

What’s new in New York and Roadmap

15:00

15:30

Participants’ discussions and networking

Speakers

Jeroen van Gassel

Let's connect together

Chain of Gain - A Customer Service Management Workshop

A 5-Step Analytics Framework for Optimizing Customer Service experience

Who should attend?The workshop is designed for CSM stakeholders that cover (it is not a technical workshop):

What should you bring with you?

Agenda

Tuesday 5th of November

9:30

Setting the Scene

More information

10:00

Demo

More information

11:30

12:30

Lunch

12:30

Chain of Gain Workshop

More information

13:30

ServiceNow Performance Analytics hands-on exercises

14:30

What’s new in New York and Roadmap

15:00

15:30

Participants’ discussions and networking

Speakers

Jeroen van Gassel

Let's connect together

Who should attend?

The workshop is designed for CSM stakeholders that cover (it is not a technical workshop):