Today's guest is Bit Rambusch, Vice President of Online Support & Knowledge Management at Dell Technologies in Austin, Texas. Bit has over 20 years of executive experience leading global customer support services organizations, developing and implementing large-scale service offers, product and quality management systems and programs. He has deep experience in driving digital transformation with defined business results, outcomes and seamless customer experiences across global and highly matrixed organizations.
Bit is globally responsible for developing, implementing and delivering digital and social transformation across multiple contact and delivery channels at Dell Technologies. This is achieved through the deployment of knowledge and content management systems, quality processes and unified search capabilities that deliver fast, accurate and seamless digital experiences to millions of customers worldwide and an end-user network that consists of over 30,000 field support engineers and call center agents.
In the episode, Bit will tell you about:
His current role and career milestones in 21 years at Dell,
The importance of mentors and advice to his younger self,
Importance of building and scaling large-scale teams,
Marco-trends within Digital Transformation in the enterprise,
How companies are embracing innovation,
Future of ITSM and ServiceNow,
Online support and Knowledge management, and
How AI will continue to transform business and the industry
