Event Theme: “Service Success Tomorrow”

The focus of the 2016 event will be on preparing for the next generation of customer expectations, technology innovations, and business challenges. While its good to look back and assess, its time to look foward and prepare for the future of service…

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Why 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…

Who Attends?

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 …

2015 Symposium Post-Event Webcast

During this webcast, TSC’s John Carroll and Sumair Dutta discussed key findings from the 2015 Smarter Services Symposium.


2015 Presentations

“Seek First To Understand — Then Blow It Up”

Rusty Walther
Vice President, Global Escalation Management


“WOW with Service”

Erica Javellana
Speaker of the House


“A Partnership To Improve Quality”

Chris Westlake
Vice President, Global Service


“Recruiting, Interviewing & Keeping Top Talent”

Dr. Victoria Halsey
Vice President, Applied Learning


“Driving Change By Listening To Employees”

Roger Rinker
Vice President, Talent Management


“What Behavioral Economics Teaches Us About Customer Decision-Making”

On Amir, Asso. Prof. of Marketing


“Service For Champions”

Rick Mears
Vice President, Guest Services


“Our Customers Told Us, And So We Changed”

Steve Miggo
Senior Vice President, Operations


“Designing New Service Opportunities”

Joe Brown
Senior Design Lead


“Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet”

Ron Kaufman


2015 Event Pictures

Guests enjoyed the combination of keynote speakers, panels, interactive roundtables and case study driven transformation workshops. Scroll here to see all the fun!