Navigating Evolving Support Models

with Roy Atkinson
Tuesday, Aug 19, 2014

Technology never stops evolving. So we’re left with a choice: evolve with it or get left behind. Because of these rapid changes, the technical support world is playing catch-up, trying to meet the demands of the latest litany of industry buzzwords: the cloud, consumerization, enterprise service management, mobility, offshoring, service brokering, social business, peer support, anytime, anywhere support, BYOD, distributed IT, and so on. In this webcast, Roy Atkinson, HDI’s senior writer/analyst, explores some support models that are emerging to address these trends and looks into the changes they may drive in support organizations and beyond.

Key takeaways:

  • Which business and technology forces are driving changes in service support
  • How customer expectations are changing
  • How support centers are responding and staying in front of the changes
  • Why “one size doesn’t fit all” applies more than ever

View the Webcast Recording

Navigating Evolving Support Models

About Our Speaker(s)

Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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