The Road to Customer Satisfaction WEBINAR


This webinar helps organizations to view the customer experience from an ITIL service management perspective. Each of the stages of the ITIL lifecycle is highlighted detailing the customer experience aspects that are required for each stage.

This holistic approach will ensure that customer satisfaction is a focus and a priority for IT.

Topic Overview

The Road to Customer Satisfaction: From Service Design to Customer Value

Take an end-to-end look at customer satisfaction and customer experience management. Follow-the roadmap from service design to customer value, stopping at the roadside markers for customer surveying, customer experience maps, feedback mechanisms, quality assurance, and continuous improvement.

About the Author:

Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching — her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.

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