Where Global Service Executives Sharpen Strategy, with the aid of:
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Benchmark your organization against service leaders.
Validate your service and customer support strategy through experiential learning.
Analysis & Insight
Seek guidance on the latest trends impacting service and customer support strategies.
Updates & Events
Smarter Services™ Webcast: Mobile Device Trends
December 15, 2015 11:00 am EST
The Importance of Customer Satisfaction
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Latest Research Analysis!
Sharing the Spoils of IoT Data
Webcast Archive Now Available!
Smarter Services Webcast: Re-Imagining the Service Supply Chain
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.
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 ...−
Renee CacchilloVice President, Service Delivery
Cary ChapmanNational Service Manager
Bob FeinerVice President, Global Deployment & Field Services
Sudipto GhoshExecutive Director, Service
Denise GrubbVP, Service Operations
Mark GroveunderVP, Customer Service Pan-American Region
Bob HorasteadSVP, Global Techincal Service
Bob JohnsonChief Service & Information Technology Officer
Ken KleinhampleVP, Global Quality
Joel LehmanPresident, Global Services
James MylettSVP, Service
Tom SchlickVP, Field Service
Greg SharpVP, Service Operations
J.T. SmithSVP, Americas, Customer Service
Rusty WaltherVice President, Global Escalation Management
Larry WashEVP & CEO Americas
Sean JordanService Director
At the foundation of our 150,000 Global Service Executives sits the Advisory Board which features leading global brands well known for its service and support strategy.