Session 606: Stop Being Unproductive: Embrace the Support Revolution


Wednesday, October 17 at 2:45 PM

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Mainstream adoption of new technologies is rapidly accelerating from years to months. Superior digital experiences – like Amazon's Alexa and Google Home – are setting lofty expectations that all support experiences, at work and at home, should be lightweight and frictionless. But many support teams are ill-equipped to deliver on these expectations due to resource issues and support tool limitations. In this session, learn how a leading medical technology company met this revolution head-on, drove overall agent and user productivity, and took the friction out of the support experience. Discover how AI and self-service can help you align support across engagement channels and prioritize process improvements, and explore some of the resulting benefits.

Anand Rajaram

Product Lead
LogMeIn

Anand Rajaram is the Product Lead for Prompt ai, LogMeIn's offering focused on Employee Self Service and Support. As Product Lead, he is responsible for the shaping the vision, Product strategy, and overall direction for Prompt ai. Prior to LogMeIn, Anand served as the Director of Products at HubSpot, and co-founded OfficeDrop, a cloud storage solution for paper-intensive small and medium businesses. Come say hi to him in person, or @anandrajaram on LinkedIn and Twitter.

Brad Shafton

Director, Innovation & UX
Hologic, Inc.

As the Director of Innovation and User Experience for Hologic, Inc. Brad is responsible for the delivery and support of the company’s innovative IT projects, collaboration tools and web development. He has 15+ years of IT experience, more than 10 of which have been with Hologic. Brad has implemented and supported several large business solutions and enterprise applications during that time and chairs Hologic's Mobile Strategy Steering Committee and both the Mobile and User Experience Centers of Excellence.

He holds a B.S. in Information Systems from Saint Joseph’s University and a M.S. in Strategic Innovation and Change Management from the University of Denver.