In this session, Danny Van Vosselen looks at a number of emerging phenomena such as the war on talent, hybrid working, increased multi-sourcing and the growing focus on sustainability and customer experience. He explains how Service Management practices can manage and support them. Join us to discover how service excellence can be used to address these challenges.

Last year Jordy Mertens talked about the shift from concrete processes to customer centric customer journeys. Creating those customer journeys is one thing, but it is very important to know that employees play a major role in this and they need to gain insight into which touchpoints they can use to provide that customer centric service.
During his session Jordy will inspire you with some principles within customer centricity that you can take with you in your day-to-day work or organisation.

How service management tooling can help you facing the challenging future, with an increasing war on talent, more demanding customers and an increasingly complex support organization (and its suppliers). A practical insight in the tools that could be beneficial for both service provider and customer.