Just like on-campus students, remote learners expect a quality student experience from their higher ed institution. Providing a quality experience coincides with modernizing and simplifying virtual services, yet the work toward this can not be done until institutions understand what problems they are solving. In this episode, Katelyn Ilkani talks with Darcy Van Patten, Chief Technology Officer at the University of Arizona. Darcy shares her perspective and expertise on how the University of Arizona plans to use CRM and user research to solve the problem.