In 2019, USC embarked on a revolutionary campus-wide digital transformation initiative to rethink how our customers are serviced and our technological choices impact the student learning experience. The Learning Environments (LE) staff was challenged to prioritize people first, technology second. In doing so, USC LE developed signature organizational structure and processes to provide a best-in-class service department to the campus community. With customer service at the forefront, the goal is not only provide excellent customer service, but to create a memorable experience through a holistic CX mindset that transcends all aspects of business operations. With the AV industry moving toward “experience based” technological offerings, why should the customer service experience be any different? Joe Way, Director, Learning Environments, and Jimmie Singleton, Senior Support Analyst, discuss the impact of the reorganization, and solutions that improved the total user experience by over 300%
Director, USC Learning Environments ♦ Producer/Host, Higher Ed AV ♦ Author, Producing Worship ♦ Writer & Keynote Speaker, University of Southern California
Wednesday April 22, 2020 10:00am - 10:45am PDT
Lewis Ballroom
