How to Deliver High-Touch, Digital-First Tech Support

with Marni Casanova , Marie Ruzzo , Michael Hanson
Tuesday, Mar 22, 2022


The pandemic forced a dramatic shift towards digital-first strategies, including how businesses provide tech support to their customers. As the world moves towards a new sense of normalcy, service and support teams will need to keep pace with consumer’s digital habits and deliver a superior customer experience across in-person, phone, and digital channels.

In this webinar, we’ll explore how trends brought on or accelerated by the pandemic have impacted service and support teams, including:

  • Pandemic trends that will impact long-term remote support strategies
  • Challenges and opportunities for service and support teams
  • Five key steps to ensure faster, easier service and support

View the Webcast Recording

How to Deliver High-Touch, Digital-First Tech Support

About Our Speaker(s)

Senior Director, Technology Services Operation
Marni Casanova has spent over 15 years in progressive leadership roles throughout IT operations, IAM, service management, and customer support. She joined T-Mobile in 2017 as a director within the Technology Service Delivery & Operations organization, where she leads a geographically dispersed team of technicians and manages strategic service partners. Prior to her venture into the telecommunications industry, Marni spent over a decade in healthcare, where she was celebrated for her tenacity and passion for driving service excellence, forging relationships, and developing high-performing teams. To this day, she continues to find the most enjoyment out of investing in the development of her leaders and employees, while transforming teams and optimizing service operations.
Marie Ruzzo
Director, Product Marketing, Support Solutions
Marie Ruzzo is the Director of Product Marketing for Support Solutions at GoTo and plays a key role in helping the organization address buyer needs in hybrid work models through its market-leading remote support solutions. Marie has 20 years of experience understanding contact center and IT needs across a variety of industries, including high-tech, telecommunications, and financial services.
Manager, IT Service Desk
Michael Hanson has many years of experience with IT leadership, having managed several different aspects of technology over the past 30 years. Today, he serves as the IT Service Desk Manager for PSCU. He has been involved with HDI for many years, as both a local chapter officer and as a past chair of the HDI Desktop Support Advisory Board.

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