Virginia Webb
Product Manager, Data & Analytics Director
Virginia Webb is a VP at U.S. Bank and lives in Charlotte, North Carolina. She works within the Employee Technology Experience group as the Product Manager for Employee Center Pro, the Virtual Assistant, Knowledge, Catalog, and Workplace Service Delivery, the onboarding representative for technology, and also has a Reporting and Analytics function that is responsible for delivering insights on all of the disparate data sources. Virginia is responsible for improving the employee support experience with digital tools, process optimization, and constant monitoring with data to gain insights and drive improvements.
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The US Bank employee support experience: Employee Center Pro and Virtual Agent
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Conference Sessions
The US Bank employee support experience: Employee Center Pro and Virtual Agent
SES1842-K23
<p>U.S. Bank recently went live with EC Pro portal for technology and integrated Virtual Agent with MS Teams in order to drive self-service automation that did not previously exist. The company focused on the top call drivers into the Service Desk to automate the top problems. Employees can now access automation from Employee Center or access from Teams/Teams Mobile for support anywhere, anytime. In the first week, adoption increased by over 50% for our portal, went from 34k VA interactions in Jan to over 103k in just a week after launch, and automations triggered 1.4k times.</p>
Using Workplace Service Delivery to enable return to office at U.S. Bank
SES2923
With Return to Office becoming a reality at the beginning of 2024, U.S. Bank realized it did not have the technology in place to help support our employees with the transition. We Now have over 25 hub sites available for placing reservations across desks, offices, and conference rooms. Employees can Now make recurring reservations, view restricted floors, or reserve on behalf of colleagues from Employee Center and Now Mobile. Additionally, employees can get step-by-step walking instructions to find their reservations via Now Mobile!