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The Service Industry Summit includes informative presentations from industry professionals and practitioners from leading service organizations. Join us to learn, share best practices and discuss the latest issues and trends.
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Service Transformation and the Internet of Things
John Carrington
Vice President, SLM Market Strategy - PTC
The Internet of Things (IoT) and smart, connected products are rapidly transforming the entire manufacturing ecosystem. In the wake of this transformation OEM’s are presented with a shifting of value and differentiation to software, the cloud and service – spawning entirely new business models. A sophisticated technology landscape can empower OEM’s to effectively transform their service operation. Far reaching benefits include improved customer satisfaction, increased product performance, profit and revenue. In deed the products themselves can provide an OEM with real time insight, knowledge and a conduit for innovation. For OEM’s to establish a competitive advantage it is paramount to embrace the Internet of Things transformation with urgency. |
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A Seven Year Journey:
Transition – Transformation – Results
Paul Ruby
Vice President of Technical Services - Fresenius-Kabi
Challenged with a corporate spin-off from Baxter Healthcare Inc - creation of a stand-alone global company - and acquisition by Fresenius-Kabi Inc., the Fenwal technical service leadership team turned to Service Strategies and the SCP standards for foundation and guidance as they navigated seven transitional years. This presentation provides a road map of that journey, reflection on the transformation of the culture, and an overview of the significant results achieved. A vision, a proven process, and execution of a plan provided the winning formula for success. |
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Supporting the Aftermath of a Major Cyber Security Incident – An Inside Look
Ken Skinner, Ph.D.
Vice President, Customer Support - CSID
How many cyber security events have you become aware in the past 2 years? From a customer support and services standpoint, does your organization have an operational plan in the event a significant security breach occurs? We will review CSID’s support for one of the most impactful personnel cyber events so far, the breach of the U.S. Federal Government’s 4.2 million current and former employees’ records and personal information. CSID is providing identity protection and fraud detection services for the impacted individuals using our SaaS/PaaS platform. We will review the successes, performance, and challenges as well as ongoing support to the Federal employees and agencies. |
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The New Responsibility of Learning in Customer Success / Support Organizations
Shane Smith
Senior Director, Learning and Support - Rapid7
The most vital phase of Customer Success lies square in the laps of Support organizations – the “Customer Adoption Phase”. Transforming Support to drive Customer Success in our new world requires new skills and a new “Learning” paradigm. This session discusses the model of Customer Success that Rapid7 uses, the role a Support organization plays, challenges encountered, and the immersion of Adult Learning principles into the way we work with customers day-in and day-out. |
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Success, Failure and Disasters: Cisco Tests Tasks to Improve the Customer Experience
Bill Skeet
Customer Experience, Digital Support - Cisco Systems
Cisco has been monitoring the performance of top tasks on its support website for more than 4 years. The Task Performance Indicator (TPI) is now a key metric that executives track because it’s an actionable metric for experience. In order to drive continuous improvement, Cisco has developed a multi-pronged strategic approach. The TPI is a key tool in the approach because it reveals opportunities for improvement through quantitative and qualitative analysis of audiences’ performance on the most important tasks. Cisco has adapted TPI to evaluate and monitor the User Experience as well as diagnose the specific impediments to task completion for customers seeking self-support content for thousands of products. This session describes key elements of this strategy, and specifically TPI, which can be applied in any industry or organization: (1) How to identify the top User Experience issues with content, navigation and search - (2) The types of systemic challenges these issues raise, and - (3) How to address those issues strategically. |
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Brilliant Services Leadership: Targeting Your Talent For Top Performance
James "Alex" Alexander
Founder - Alexander Consulting
Are you getting the most out of your best people?...Probably not. This research-based and experienced-proven talk will share the simple yet powerful elements of gaining top performance from your top talent. Key topics include: • Why most current talent management efforts are wasted. • People are not your most important asset—the right people are. • The leadership principles and philosophies that most effectively attract, develop, and retain star performers. |
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Panel Discussion:
ASP Ten Best Web Support Sites Award Winners (Dell, McAfee, Mozy)
Moderator - Al Hahn (The Association of Support Professionals)
Panelists - Michael Plese (Dell), Greg Sanders (McAfee), Mark Goetz (Mozy), Arnfinn Austefjord (Oracle)
The annual ASP Ten Best Web Support Sites recognizes companies for executing "best practices" in Web support. They are chosen by a rigorous review process that looks at 25 different performance metrics, including usability, design, knowledge base implementation, interactive features, use of technology, customer experience, overall strategy, and much more. This panel session will feature representatives from Dell, McAfee and Mozy, who will discuss the evolution of their web support sites and the changes they are making to meet the challenges of this evolving support channel.
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Join us for this informative event. Explore best practices, network with your peers
in the industry and enjoy beautiful San Diego while you're here.
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Day one of the event will feature a Service Executive Forum and a Customer Experience Workshop run concurrently. Attendees may choose either session as part of their all inclusive conference registration.
Summit Day 1
Oct 27th 10:00 am - 4:00 pm
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The main summit agenda on October 28th will feature a full day of best practice presentations from service executives and experts. Share best practices and discuss the latest issues and trends critical to your business.
Summit Day 2
Oct 28th 9:00 am - 5:00 pm |
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Service Strategies will host a networking reception for all conference participants on the evening of October 27th. The event will also include continental breakfast and lunch for all attendees.
Networking Reception
Oct 27th 5:30 - 7:30 pm |
Omni Hotel San Diego
675 L Street San Diego, CA 92101
or
Call 1-800-843-6664 and
mention the Service Industry Summit
Register by Oct. 5th to Receive the Conference Rate
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Summit Event - $995.00
Special All Inclusive Price
Registration includes attendance at either the Executive Forum or Customer Experience workshop on Oct. 27th, an invitation to our hosted reception, plus the full Summit Event on Oct. 28th and lunch both days.
Workshop Only - $695.00
Includes the Executive Forum or Customer Experience
workshop on Oct. 27th, plus lunch.
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© Copyright Service Strategies Corp. 2015 You're receiving this because you're a current subscriber, have bought from us, or signed up on our website.
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