Oxygen Program – Improving Productivity Through User Experience Focus
Hosted by Thiago de Marco, Executive Director - HDI Brasil &
Agda Carneiro, Customer Experience Manager - DXC
OXYGEN is a digital transformation program created through the partnership between DXC Technology and Vale (About 100.000 IT users / Top 3 Mining Companies in the globe).
More than modernizing technology, it transformed organizational culture by placing people and experience at the center of change. Through automation, AI, shared governance and XLA indicators, the program made IT support more agile, empathetic, and inclusive.
Results include 96% user satisfaction, an 80% reduction in support escalations, over 300,000 mapped productivity hours, and a 20% reduction in IT operational costs.
Who is this Breakout Session for?
Aimed at practitioners starting out on their XM and XLA journey, and those looking to scale their efforts, this breakout session will explore:
- How to approach experience as a driver of business improvement beyond IT
- How to connect XLAs and Artificial Intelligence
- How to govern metrics and effectively manage experience through data-driven insights
Meet the Presenters
Thiago de Marco
Thiago de Marco
Agda Carneiro
Agda Carneiro
Customer Experience Manager, DXC