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Smarter Services™ Webcast: 2016 Service Business Trends
January 21, 2016 11:30 am EST

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2016 Service Business Trends
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Smarter Services Webcast: Mobile Applications in Field Service

Moving Technicians out of the Field

The Service Council interviews Connie Treese, VP of Next Generation Technical Support, who shares an update on Xerox’s service transformation and its impact on field technician roles and responsibilities.

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We've undergone a field service transformation having made a large technology investment - both hardware and software. One of the biggest challenges we face is the field service team's embracement of this technology. Any other organizations struggling with maximizing the utilization of technology?

I'm looking to reset on almost all major KPIs not just to understand the current metrics we should be aiming to achieve, but how do we get from our current maturity to the next level.

Does anyone have any stories they can share with respect to re-engineering the customer journey? We've used the observations gathered from our Customer Effort Analysis programs to implement/manipulate the processes surrounding the typical customer journey. Curious what other organizations are doing ...

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