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
Add to Calendar


Westin Chicago River North
Chicago, IL, USA

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 Vision 2025”

At our 7th Annual Smarter Services Symposium, we will challenge assembled service leaders to project what their service organizations will look like seven to ten years into the future. How will the forces of digitization and consumerization impact their service processes, their customer connections, and their products and services? Taking concepts from the keynote and visionary sessions, business leaders will then be empowered to develop future business plans in the following focus and breakout areas:

Service Revenue & Growth

Field Service

Customer Experience

Service Supply Chain

Workforce &

Request Agenda

Previous Speakers

RK_i believe service_nyb_banner 01[2]

“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

frances-frei-author-photo-221x300 11.40.04 AM

“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 …

Infinity Sponsors