Events

Upcoming Smarter Services Webcasts

For future events, not listed here, please access our research agenda.

22
June2017
Employee Engagement in the Service Workforce

An engaged service workforce is an integral piece of the service profit chain. TSC reviews current engagement priorities and initiatives.

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3
August2017
CSAT, NPS, Customer Effort. What Makes Sense?

Net Promoter Score has been an essential part of the customer loyalty and customer experience toolkit. Now organizations are looking at other measures to truly gauge customer service success. On this webcast, TSC will investigate which score is best for your organization.

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21
September2017
Smarter Services Symposium Post-Event

The Service Council team recaps the key takeaways from the 2017 Smarter Services Symposium. The team will dive into best practices tied to commercial, customer-centric, and operational strategies.

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28
September2017
Mobility Trends for the Field Service Enterprise

At TSC, we believe that mobile is the most transformative technology impacting the field service enterprise. Listen in as we discuss the latest trends from our 2017 mobile research

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Upcoming IdeaShares

Attendance to IdeaShares is limited to 6-8 organizations and we typically reserve seats for TSC members. Non-members can indicate interest in a discussion and might receive admission on a case-by-case basis.

27
July2017
Combatting an Aging Workforce

Nearly 7 out of 10 organizations researched are preparing for the consequences of an aging and retiring workforce. What are some of the steps being taken to ensure a sustainable workforce?

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29
August2017
Improving Worker Safety – New Tools and Technologies

Safety is a proxy for quality and an incredibly vital investment area for field service organizations. How are organizations leveraging new tools to improve worker safety? Join the discussion to find out.

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26
October2017
Artificial Intelligence – Use Cases

What is Artificial Intelligence? How might AI tools impact service decision making and strategy? What are the use cases? TSC investigates the potential impact of the AI movement on service outcomes?

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30
November2017
Using Predictive Analytics to Improve Service Results

Less than 30% of organizations polled by TSC are leveraging predictive analytics to foresee and respond to future service events even though achieving a higher level of predictability is a major focus for these organizations. How can these tools effectively be leveraged?

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Recent Events

28
March2017
Smarter Services Webcast:
The Feasibility of Augmented Reality

Is Augmented Reality ready for use in the field? TSC discusses the topic with experts from it Service Technology group.

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23
March2017
IdeaShare:
Defining the Metrics of Field Service Excellence

Does utilization matter more than productivity? And how is utilization truly defined. TSC hosts a discussion to hone in on the metrics of field service excellence.

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28
February2017
Smarter Services Webcast:
Field Service Initiatives for 2017

TSC investigates priorities, investments, and challenges for field service organizations in 2017.

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23
February2017
IdeaShare:
Innovations in Care

TSC looks into customer journey mapping, text analytics, and service personas – three areas where organizations are innovating to enhance customer care.

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