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Out of sight is not out of mind: Enabling your offshore service provider to succeed
In this presentation, Marte will talk about the factors which have made Wilhelmsen’s journey a big success in outsourcing their Service Desk offshore. She will explain why it is important to create trust and understand the cultural differences and how to do so effectively.

Marte will also explain how using end-user experience data transparently in all levels of communication has informed and aligned the service delivery discussions with Wilhelmsen’s offshore service provider.

Marte will highlight why SLAs alone cannot help your MSP to create and deliver amazing experiences and increase end-user productivity unless one also considers the Experience Management Agreement (XLA) thinking.

This session is brought to you by our sponsor HappySignals.


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May 25, 2021 10:00 AM in London

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Marte Thorbjørnsen Reid
Director, IT Core Operations @Wilhelmsen Group
Marte is an IT executive experienced in the fields of IT service management and delivery. Throughout her career, she has championed and pioneered numerous IT initiatives, such as the offshoring of IT support for one of the world's leading maritime companies, the Wilhelmsen Group. Marte employs her outstanding soft skills to ensure a quality outcome in all her endeavors to achieve both business and vendor satisfaction, resulting in engagements that become partnerships, challenging the normal status quo in modern IT delivery.