Laura McCarty

VP Global Customer Success, Pure Storage

Laura is a key Cisco services leader in the Americas leading a large services delivery organization focused on Service Provider customers in the web, gaming, telecommunications, cable and media space. Her teams provide professional and technical services in key areas of Cisco’s business in Security, Mobility, Analytics and Orchestration, Cable and Media and 5G.

In her 20 years at Cisco, Laura has held strategic roles in service delivery both technical and professional, strategy and operations, data center and cloud infrastructure, training and leadership development, and program management. Throughout her career she has enjoyed innovating, building new teams and capabilities, and then moving to the next new technology or challenge.

She has her Bachelor of Arts degree from University of California, San Diego. She enjoys spending time with her two teenage boys, participating in Zumba, and reading.

Laura’s speaking engagements include: Cisco Live, TSIA, Field Service USA and Cisco Women of Impact.

Day 3 - Personalization and Contextualization, and Self-Service Models to Meet Customers’ Rapidly Evolving Needs

9:55 AM KEYNOTE: What Customer Really Want: The Rise of Customer Portals for Self-Diagnosis and Self-Service

Customers expect convenient and efficient self-service options. Customer portals have emerged as a powerful tool for empowering customers to diagnose and resolve issues independently, reducing service call volumes and improving overall customer satisfaction.

In this session, Stephen will explore the benefits, best practices, and challenges of implementing customer portals for self-diagnosis and self-service, discussing:

The Value of Self-Service: Understanding the benefits of empowering customers to self-diagnose and resolve issues, including reduced service call volumes, improved customer satisfaction, and increased efficiency.
Designing Effective Portals: Creating user-friendly portals with intuitive interfaces, comprehensive knowledge bases, and easy-to-follow troubleshooting guides.
Integrating with Field Service Systems: Seamlessly integrating customer portals with your field service management system to provide a unified customer experience.
Measuring Success: Tracking key performance indicators (KPIs) to assess the effectiveness of your customer portal and identify areas for improvement.
Addressing Challenges: Overcoming common challenges such as portal adoption, technical issues, and ensuring a positive customer experience.

Check out the incredible speaker line-up to see who will be joining Laura.

Download The Latest Agenda