Envisioning The Future for Support Technicians: The Knowledge and Insight-Enabled Employee Experience

John Ragsdale, VP Technology Ecosystems, TSIA

Technology complexity increases every year, and no one has a better vantage point for this dynamic than support technicians. More than a third of B2B support incidents relate to “How do I?” questions, not break/fix issues. As customer success science reveals the impact of positive support experiences on account renewals and expansion, the stakes grow higher to deliver an exceptional experience with every interaction. In this session, we will look at what the role of the support technician will be in the future. Spoiler alert: They won’t be replaced by automation. But powered by increasingly sophisticated artificial intelligence and machine learning, tomorrow’s support techs will be effortlessly knowledge and insight-enabled, and their sphere of influence will expand to include more visibility and control over the end-to-end customer journey, and the product roadmap.

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