Becoming A World-Class Service Organization

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You’ll be grouped with similar industries and company sizes. Through small group discussion, compare metrics including margin goals, service technician effectiveness, and customer renewal rates; and determine the most important KPIs for your service organization. Learn how similar companies as yours define and calculate critical metrics, and where you are both behind and ahead of the curve.

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.

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Your field service technicians are the ‘face’ of your brand – the individuals interacting with your customers on a regular basis. Are you equipping them with everything they need to be successful?

You’ve already reduced response times and empowered technicians with the guidance they need to fix a wide-range of problems. But, too often technicians aren’t stocked with the appropriate part to make a repair quickly, leading to dissatisfied customers and decreased margins.

In this keynote, Gary Brooks, CMO of Syncron, will discuss how to optimize the interactions field service technicians have with customers, specifically highlighting the important role technology plays in ensuring every technician is equipped with the necessary service parts 100 percent of the time, creating loyal customers and more revenue.

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· Exploring Hewlett-Packard Enterprise’s initiative focused on minimizing customer outages
· Establishing a business process to determine how your service is impacting your customers
· Determining the appropriate prioritization and escalation process
· Deploying resources to ensure you can support your customer when their business depends on it

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Executive from Microsoft IoT Team

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· Moving selling service from an afterthought to a forethought
· Getting your team to understand why service is important in the client relationship and how you add value beyond just selling a product
· Giving customers the flexibility to sign up for any level of service they need (and demonstrating the need)
· Who’s responsibility is it to upsell service?
· Compensation plans to support selling more service

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Executive from Help Lightning

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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

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Which presentations from earlier this afternoon sparked your interest? Now you get to sit down with that speaker and 10 – 15 other attendees to ask questions and debate the topic further – all while tasting a new brew!

#1 Spotlight On The Field Service7℠ Technician Development Program
Bruce Breeden, VP of Service Operations, Fairbanks Scales

#2 Motivating Your Team To Charge Any Mountain
Patrick Dell, Regional Director Service, Southeast North America, Latin America and Caribbean, Varian Medical Systems

#3 High-End Customer Support Workflow Case Study
Roger Barranco, Senior Director, Global Security Operations, Akamai

#4 Service Parts Planning To Drive Cost Out
Ramamohan Pai, Global Service Supply Chain Manager, BD Life Sciences

#5 Satisfying Customers Efficiently As Your Service Organization Grows
Tim Sparks, VP Operations, ProAutomated

#6 Optimizing Global Dealer Relationships To Benefit Both You And Them
Mike Corbin, Director, Global Service, Quantachrome

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Cocktails, food, music, games. Groundbreaking speakers that contribute to a productive meeting. You. We’ve got all the ingredients for a great party – see you there!