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 11 – Wednesday, September 13, 2017
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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: “Invigorating Service Journeys”

Business excellence in the realm of service takes place at the confluence of three critical journeys: Operational Journeys (Day 1), Customer Journeys (Day 2), Commercial Journeys (Day 3). Excellence in supporting one path isn’t sufficient to ensure sustained success in an extremely competitive service environment. Champion organizations find the right blend of these critical pathways to create a differentiated relationship with their customers. During the 2017 Symposium, attendees will hear from keynote sessions that target these individual journeys. In breakout sessions, attendees will be able to shape and assess their organizations’ own service journeys, with a distinct focus on:

Service Strategy and Talent

Field Service

Customer Experience

Service Supply Chain

Service Data

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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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