Session 505: Bringing the Digital Experience to the Service Portal

Wednesday, October 17 at 10:00 AM

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The latest buzzword in the industry is digital experience (DX), but what does it actually mean? So many vendors are reimagining their websites or advertising DX services as the latest in innovative solutions, but few actually tell customers the outcomes they will achieve. Among its many benefits, DX can transform a service request catalog into a customer-focused experience and drive consumer adoption as a result, and It can be applied to internal portals as easily as external websites and portals. In this session, Phyllis Drucker will define and demonstrate what's possible in the DX world, then walk attendees through a selection of DX techniques:
• Identifying and defining personas using persona mapping
• Developing journey maps using a DX Kanban approach for both consumer and fulfiller experiences
• Using Agile approaches to implement this new portal experience

Phyllis Drucker

Senior Consultant

An innovative and focused professional with more than 20 years experience in Business/IT Strategy, IT service management, governance, customer service and support, ITSM tool implementation and team building. ITIL® v3 Expert Accredited ITIL® Trainer, accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk, she's now an ITIL author as well: her book "Service Management Online: Creating a Successful Service Request Catalog" remains popular. She is currently an HDI contributing editor and recently delivered a keynote at the itSMF New Zealand conference.