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Monday, March 14 • 11:00am - 12:00pm
The Hero Inside: Invisible Customer Support

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In a customer support world, changing the mind set from successful support calls to measuring “time to happy” can be an empowering and innovative proposition. Proactive support solutions often times go unnoticed as potential issues are fixed long before customers are aware of the issue. An effortless support experience ensures that customers are free to reach their full potential without the hassle of continually picking up the phone. This session is sponsored by Microsoft.


Kimarie Matthews

VP Social WebWells Fargo
avatar for Toby Richards

Toby Richards

GM, CommunityMicrosoft CorporationAs General Manager of Community & Online Support, Toby Richards is responsible for the online and social support strategies for Microsoft’s global Customer Service & Support organization. In this role, Toby oversees the development and execution... Read More →

Jon Swartz

Tech ReporterUSA TODAY

Bruce Temkin

Customer Experience TransformistTemkin GroupBruce Temkin is widely viewed as a leading expert in customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. Bruce is the author of the blog Customer Experience... Read More →

Monday March 14, 2011 11:00am - 12:00pm CDT
Hilton, Salon C

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