Real World Successes with Shift-Left Strategy


Wednesday, November 13 at 10:00 AM

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Today's digital-first approach to engaging employees and connecting with customers is creating more demands on IT support and service delivery. According to HDI research, over 61% of enterprises are experiencing an increase in the number of tier 1 support requests. At the same time, IT leadership is being asked to reduce IT costs and increase satisfaction levels of both employees and customers. That means that every organization must look at a "shift-left" strategy that includes self-service that works by creating a digital experience that is engaging, pervasive, and smart. Those that succeed can show real savings to the organization that results in the ability for IT to more with less.

In this session, Evan Carlson, VP of EasyVista will dive into three customer success stories and how they used self-service software to achieve a shift-left strategy. This session will explore:

  • Why self-service is failing in many organizations
  • How AI, virtual agents and knowledge experiences are changing the game
  • The journey three companies trailed through to achieve significant savings through a shift-left strategy

Evan Carlson

VP
EasyVista

Evan Carlson joined EasyVista in 2010 to establish the North American business and currently serves as the VP of Sales for North America. In this role, Evan is responsible for growth strategies focusing on new customer acquisition, existing customer expansion, and partner enablement. He specializes in innovative strategies that ensure customer success and empower highly motivated sales teams. Evan establishes long-term customer relationships and takes pride in developing talent, he continuously leads North America to exceptional sales growth and shareholder value. In addition, Evan remains actively involved in IT industry organizations, such as HDI, where he started the Rhode Island Local Chapter. Before EasyVista, Evan held leadership roles for high-tech organizations including OPNET, Optinuity and Visual Networks.