Learn from thought leaders.
Network with your peers.
Collaborate to address business problems/opportunities in a workshop environment.


Business Executives involved in functions of Services, Customer Experience, Customer Management, Customer Support and Service.


Monday, September 17 – Wednesday, September 19, 2018
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Westin Chicago River North
Chicago, IL, USA
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Reasons to Attend?

The Symposium provides an invaluable opportunity to meet and network with Services, Customer Experience and Customer Management Executives in an environment conducive to advancing Executive relationships. Guests will benefit from the following:

  • Keynote Sessions
  • Executive Panels
  • Research Tracks
  • Breakout Sessions
  • Transformational Case Study Workshops
  • And more…

Theme: “Service is Humanity”

What role does humanity play in service? At the 2018 Symposium we look to address this question. As automation and intelligence invades every part of the service delivery process and encroaches on the experience delivered to customers, differentiation in service is delivered by personal connections. These connections stem between service leaders and employees, service businesses and their partners, between service employees, and most importantly between service personnel and their customers. Ease and Effort will be expected in service delivery. Empathy and Experience will elevate the dialog. Those attending the Symposium will engage in keynote level discussions centered around our event theme and then be able to participate in discussions and workshops around:

Service Revenue & Growth

Field Service

Customer Experience

Service Supply Chain

Workforce &

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Previous Speakers

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“Defining & Delivering Customer Success”
Ron Kaufman
President, UP! Your Service

May 26, 2014


“Case Studies In Failure: The Cost Of Recovery”
Rusty Walther
VP, Global Escalations & Customer Experience, Hewlett-Packard

May 25, 2014


“Creativeship and the Pillars to Prepare You for the Next Wave of Service Worker”
Bob Kelleher
Author, Creativeship

May 24, 2014


“Building A Customer-Centered Service Culture”
Bob Johnson
President, Sprint Retail and Chief Service & IT Officer, Sprint

May 23, 2014

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“Uncommon Service”
Frances Frei
UPS Foundation Professor of Service Management, Harvard University

May 22, 2014


“Understanding Customer Effort: Innovative Tools to Enhance Insight into Customer Preferences”
Mark Groveunder
VP, Customer Service Pan-American Region, Acer

May 21, 2014


“Value Added Services: Make Service Better For Your Clients”
Ivin Smith
VP, Customer Service and Worldwide Technical Support, Document Messaging Technology, Pitney Bowes

May 20, 2014


“Why Customer Experience & Loyalty Matter In A Transactional Engagement Model”
Renee Cacchillo
Vice President, Service Delivery, Safelite

May 19, 2014

Past Attendees

The Symposium welcomes thought leaders and industry pioneers in a collaborative environment aimed at business executives overseeing functions of service and customer management. Some of the functions represented will include:

  • Customer Support, Satisfaction & Experience
  • Service & Field Service
  • Service Parts & Supply Chain
  • Finance
  • IT
  • Operations
  • Sales & Marketing
  • Engineering
  • And more …

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