Curtis Hill

Vice President, Technical Services
Cisco

Curtis (Curt) Hill serves as Vice President of Cisco’s Technical Support Services’ Customer Assurance team. As the “customer’s ultimate advocate” at Cisco, his team is responsible for resolving and minimizing critical customer issues across functional and geographical boundaries. The team also identifies systemic issues and facilitates the distribution of organizational learnings throughout the company to prevent future issues from occurring.

Hill began his career at Cisco in 1995 as a customer engineer supporting multi-protocol technologies. Since then, he has led teams that launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. Most recently, he led the High-Touch Technical Support Organization and Cisco’s Latin America and Japan support delivery theatres.

Hill is the executive sponsor of the Organizational Learning Working Group, part of Cisco’s Quality Experience Steering Committee (QESC). He is a member of both the QESC and the Operational Excellence Steering Committee, cross-functional leadership teams that drive an improved customer experience across Cisco. In addition, Hill is the executive sponsor for several of Cisco’s top customer accounts.

Check out the incredible speaker line-up to see who will be joining Curtis.

Download The Latest Agenda

Becoming A World-Class Service Organization

Saturday, February 4th, 2017

09:05 Managing Customer Loyalty In Today’s Marketplace Demands A Shift In Our Customer Service DNA

The marketplace is changing, and customer expectations are changing with it. Customers expect it to be easier than ever to do business, and they’re more likely to be vocal about their experiences, both positive and negative. These changes require companies to drastically transform their business models, and as Services leaders, we need to make a parallel shift to deliver transformational customer service.

In this presentation, learn what “traditional” versus transformational customer service looks like, and the specific steps you can take to begin or accelerate this shift within your business. Curt Hill, VP, Technical Services, will use specific examples from his experiences leading Services teams at Cisco to show how the right approach to transformational customer service can actually create customer loyalty in an increasingly competitive, hyper-connected world.

11:50 Collaborative Roundtable Discussions

Sit down with a speaker from the morning to hear more about their service strategies or choose a new focus area you want to gain new insight on. Either way, a breadth of expertise will be shared and you get to ask the questions you need answers to. Be sure to divide and conquer with your teammates!

#1 Driving Efficiency In Support Operations Through Process Improvement And Automation
Charles M. Byrd, Director Implementation Support, Roche Diagnostics

#2 The Internet Of Service
Mike Fuller, Enterprise Sales Manager – Midwest, Coresystems USA

#3 Enhancing Field Service With Mobile Merged Reality And Virtual Interaction
Scott Sobera, VP of Sales, Help Lightning

#4 Managing Customer Loyalty In Today’s Marketplace Demands A Shift In Our Customer Service DNA
Curt Hill, VP of Technical Services, Cisco Systems

#5 Changing Your Culture From One That Sells A Product To One That Sells Service
Clay Rose, VP Service, Getinge Group

#6 Ensuring You Are There When Your Customer’s Business Depends On It
James McAnally, VP Global Support Delivery, Engineering Resolution, Hewlett-Packard Enterprise

#7 The Value Of Leveraging Virtual Operations Modeling In Choosing Workforce Strategies And Solutions
Albert Thomas, Executive Director, Starr & Associates

#8 How Will Smart Glasses Leverage Field Services in 2017?
Anne-Fleur Andrle, CEO, AMA XPERTEYE, AMA Vuzix
Lance Anderson, VP Enterprise Sales, Vuzix Corporation