Customer Experience Considerations for Tech Leaders

Tech leaders must make sure the infrastructure they build enables excellent customer experiences, especially when it comes to self-service. In today’s post-COVID-19 environment, what considerations have changed?

In this on-demand panel presentation and discussion, the speakers explain how leaders should approach the investments that both enable and enhance customer service through digital self-service experiences. The optimal strategy combines sound infrastructure with emerging technologies that work together for peak customer experience.

In this webinar, you will learn:

• Why leaders should aggressively promote emerging technologies like machine learning, natural language processing, augmented and virtual reality, and others that engage customers in new and exciting ways.
• How to sell the dual business cases for technology investments in infrastructure and emerging technology.
• How to balance the feeling of a seamless experience with sufficient checks for fraud, cybersecurity, and vulnerability risks.
• How to personally move beyond an infrastructure-only role to a role that calls on both tech and innovation skills.

About the Speaker:

Stephen J. Andriole

Thomas G. Labrecque Professor of Business Technology at the Villanova School of Business.

Deborah O’Neill

U.K. head of digital and a partner at Oliver Wyman, where she leads complex digital transformations at the world’s largest companies.

Elizabeth Heichler

executive editor at MIT Sloan Management Review. She will moderate the session.