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Smarter Services™ Webcast: Using Knowledge To Enhance Service
June 25, 2015 11:00 am EDT

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IoT Maturity: Across Service & The Enterprise

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Smarter Services Webcast: Big Data

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Latest inService™ Podcast: Customer Experience Transformation

In this edition of the inService™ Podcast Series, The Service Council welcomes Bob Johnson, Chief Service & Information Technology Officer at Sprint, to discuss “Customer Experience Transformation.”

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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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