Let’s Satisfy the User, but how do we do it?
A dramatic shift is taking place in IT.  Business applications are moving rapidly outside the corporate walls to the Internet. Come and join us to learn more about the only metric that matters ... the End User Experience. We'll also learn how we can increase Customer Satisfaction by …. hanging up on them?

Hope to see you there!

HDI South Florida

 HDI South Florida
 Presents...
 
"Enhancing Customer Service and the End User Experience"

Featuring

"Hang Up the Phone and Increase Customer Satisfaction"
Presented by Richard Graves
Senior Principal Product Manager
CA Technologies

Rich Graves is a Senior Principal Product Manager at CA Technologies, Inc. During his eight-plus years at CA Technologies, he has focused entirely on the service desk and support market segments while serving in a variety of roles in the strategy, research and development and strategic business alliances organizations. Rich has an M.B.A. from the Robert H. Smith School at the University of Maryland and a B.S. in computer science from Wake Forest University.

 followed by

"End User Experience: The Only Metric That Matters"
Presented by Brian J Coryea
Solution Sales Director - ITSM
Compuware Corporation

Brian Coryea has worked in the IT industry for 11 years and has been focused within the ITSM space for the past 7. He is responsible for driving the overall strategic direction for the Compuware Vantage product line as well as supporting the Compuware sales force in their efforts.

Brian joined Compuware in 2003, where he started his career as an ITSM Account Executive within the Mid-Atlantic region. He has also served as an Account Executive with CA’s Wily division.

Brian holds a dual Bachelor of Arts degree in Business and Speech Communications from Muskingum College. He is also certified in ITIL, Version 3 Foundations.