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Customer Service Transformed: How IBM's Agents and Mobile Workers Deliver Intelligent Service


Featured Speakers:

Joanna Dapkevich, VP, Support Tooling and Watson Innovation, IBM
Lily Ryzebol, Offering Manager, Watson in Support, IBM
Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM company
Todd Siegler, Global Account Manager, Salesforce

IBM, a 105-year-old company, transformed its customer support channel for over 22,000 agents. To evolve its business and drive new levels of engagement, IBM partnered with Salesforce to support its service transformation, create a consistent agent experience, and drive greater value to customers globally.

Join us for an in-depth look at how IBM reinvented its 50+ year old ticketing system, now powered by AI, and how it uses Watson and Salesforce to deliver outstanding customer service. Also, learn about its breakthrough initiatives using Community Cloud to build a digital front door for its customers and Field Service Lightning to manage complex remote deployments around the world. Finally, plan how you can launch your own transformation with lessons learned and best practices from IBM.


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