The Art and Science of the Customer Journey: TSIA Fall 2017 Conference Recap


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At TSIA’s Technology Services World conference this fall, Tech Services leaders were pushed to step into their customers’ shoes and shape the end-to-end experience—not just their respective customer touchpoints—through this lens. Throughout the conference, three imperatives for tech services/delivery organizations were emphasized: evolving roles and organizations to extend beyond their traditional functional silos, measuring customer health across the customer experience, and establishing new financial performance metrics aligned to customer experience objectives. Principal Claire O’Neill highlights the most interesting points made around these imperatives across the presentations that the Waterstone team was able to participate in and/or lead.

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