Kathy Neff

Product Marketing Director, Customer Service Management ServiceNow

Day 1: Tuesday, February 9th

Tuesday, February 9th, 2021

1:00 PM How to scale customer operations to boost customer and agent experiences

Customer experience doesn’t stop at the door of your customer service organization. Delivering a memorable experience spans teams across the organization, connecting customers and front-line agents to the middle and back offices. Siloed teams and systems increase contact volumes and lengthen resolution times. This degrades not only the customer experience but employee experience as well, resulting in lost revenue and increased cost. 


Attend this session to hear how a large international bank streamlined its customer service process for handling payment errors, providing estimated annual savings of $4M by removing manual steps and $10M from higher payment recovery rates.