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
Partner Webcast! (brought to you by Trimble)
Service Metrics & Field Service Management: Unveiling The Results
October 18, 2016 @ 9am PDT/12pm EDT /5pm GMT
Webcast Archive: Listen Now!
Smarter Services™ Executive Symposium Recap
Latest Research Analysis!
Field Service 2016: The Technician’s Feedback
Diebold and Live Video in Field Service
Ooyala: Customer Success – Innovate & Differentiate
TSC sat down with the Archana Shetty, Senior Director of Worldwide Customer Success at Ooyala, to learn more about ways in which you can innovate and differentiate when it comes to Customer Success.
We've undergone a field service transformation having made a large technology investment - both hardware and software. One of three 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
Chris WestlakeVP, Service
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.