MCLEAN, Va., May 11, 2017 /PRNewswire/ -- Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 308, 'Any Time, Any Place: The Ultimate Customer Experience!', at the Annual HDI Conference in Washington, D.C. This marks the 25th consecutive year Mr. Rumburg has been selected as a speaker for the Annual HDI Conference & Expo.
In this presentation, Mr. Rumburg discussed the emerging megatrend of Any Time Any Place Support. Attendees learned how this megatrend will force IT support organizations to confront the reality of multi-channel, multi-device environments, and will fundamentally transform the nature of IT service and support.
"Savvy support organizations recognize that it isn't good enough to simply replicate the same service in different channels and for different devices," said Rumburg. "Rather, maximizing the Customer Experience requires that services be tailored for each unique channel and device. Moreover, end user expectations regarding speed and quality of support are being shaped by their consumer experiences. IT support groups must close the gap vs. the consumer experience, or risk becoming obsolete."
Those interested in this presentation can find a copy of the slide deck on MetricNet's website. Mr. Rumburg also presented Session 202, 'Turbocharge Your Metrics With Benchmarking!', on Wednesday, May 10, 2017.
Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, was named to HDI's Top 25 Thought Leaders list for 2016, and has served on HDI's Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best-selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, General Motors, and IBM.
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,700 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better serve customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at www.ThinkHDI.com. HDI is organized by UBM Americas, a part of UBM plc, an Events First marketing and communications services business. For more information, visit ubmamericas.com.
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SOURCE MetricNet, LLC