Session 303: Omnichannel Support: Service DeliveryEverywhere (Case Study)


Tuesday, October 16 at 3:15 PM

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Low-cost and easy-access technology is everywhere—our users have ready access to a dozen or more different devices, each of which comes with different capabilities and individual accounts. This technological saturation has had a proportional effect on communication. How can your support organization keep up in an ever-changing technical marketplace and communications landscape? In this session, Chris Chagnon and Marie DiRuzza from Worcester Polytechnic Institute will share their approach to multichannel/omnichannel support, focusing on how they've adapted to new realities by making strategic improvements to the user and service experience.

Marie DiRuzza

Director, ITSM
Worcester Polytechnic Institute

Marie DiRuzza is director of IT service and support at Worcester Polytechnic Institute, where she is responsible for ITSM program management. Marie has been a leader in the IT support industry for more than thirteen years, serving as president of the New England local chapter and chairing user groups. She is a certified HDI Help Desk Manager with additional certification in ITIL v3, and she was the recipient of the 2016 HDI Manager of the Year Award.

Chris Chagnon

ITSM Applications and Web Developer
Worcester Polytechnic Institute

Chris Chagnon is an ITSM Application and Web developer at Worcester Polytechnic Institute (WPI) where he designs, develops, and maintains award winning experiences for managing and carrying out the ITSM Process. Chris has a Master's of Science in Information Technology, and a Bachelor's degree in Visual Communications. In addition, Chris is a PhD Candidate studying Information Systems with a focus on User and Service Experience. As one of HDI's top 25 thought leaders Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer / service experience.