Leading the Digital Customer Experience function within Global Customer Experience, overseeing digital support across brands such as Jabra and BlueParrott. Responsible for improving end‑to‑end customer support journeys by designing and optimizing self‑service experiences, AI‑enabled tools and content that increase digital resolution and reduce case volumes through effective case‑deflection strategies.
Day 2 | 13th May
14:45 CASE STUDY: How we empower customers to succeed in self‑service across our digital help centers
- How we use our help centers, portals, and AI‑powered search to help customers self‑serve and solve their jobs‑to‑be‑done online, reducing support demand over time
- How we design journeys around customers' jobs‑to‑be‑done and use UX/UI optimization and design‑system templates to keep them simple, consistent, and easy to follow – so more issues can be solved through self‑service
- How we manage support content, SEO/findability, and search‑query insights to close guidance gaps, enhance engagement, and gradually shift more jobs‑to‑be‑done from assisted support to self‑service
Check out the incredible speaker line-up to see who will be joining Stine.
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