Harmony at TUG CONNECTS 2026

Today's customers expect more than just a contact form and an FAQ page — they want the power to manage their experience entirely on their own terms. This session explores the evolving landscape of customer self-service portals, diving into what users actually seek when they log in, what frustrates them when they can't find it, and what keeps them coming back.

We'll examine the gap between what organizations think customers want to do online and what the data and user behavior actually reveal. From checking account status and making payments to troubleshooting issues and updating preferences, attendees will gain a clearer picture of the tasks customers most want to complete independently — and how to design portals that make those tasks effortless.

Key takeaways will include actionable strategies for prioritizing features, reducing friction, and building trust through transparency and ease of use. Whether you're building a portal from scratch or optimizing an existing one, this session will help you align your digital self-service strategy with real customer expectations.