View Presentations from the 2016 Service Industry Summit
We just wrapped up our 15th annual Service Industry Summit event in sunny San Diego. The 2016 was a great success, bringing together industry leaders dedicated to guiding their business through the changing service landscape. The group shared best practices and discussed the latest issues and trends affecting their service organizations.
We’d like to thank everyone that attended and in particular our presenters. They were very gracious in sharing details about the innovative practices evolving within their businesses. The presentations from the event are included below for reference.
Leveraging Predictive Tools to Decrease Resolution Time
Angus Klein – Vice President, Global Support – Cloudera
Cloudera Support has invested heavily in tooling that leverages our own software. This tooling allows Cloudera Support to be predictive. Over 15% of support cases are created on the customer’s behalf, before an issue occurs. Those are only the “Critical” errors that we detect and work with our customers to solve quickly before it becomes an issue for the deployment and SLAs are missed. We also have a list of non-critical issue validations that we notify customers of to solve that help improve system performance and lower overall costs. Avoid downtime and improve system performance with the leaders in Hadoop support.
Implementing Intelligent Swarming
Koree Mires – Services Capability Architect – Cisco
Cisco Systems has been on a multiple year journey to evolve services. They have implemented Intelligent Swarming which uses automation and data to match work to resources and bring multiple teams together in a collaborative environment. With more than 8,000 people using the new approach, this session focused on how they did it, what worked well and what the challenges were. Koree also shared where they are going next to evolve services even further.
Transitioning to a Globally Integrated, Knowledge Driven Support Model
Casey Keller – VP, Global Client Experience – SS&C / Advent Software
SS&C is a global provider of investment and financial software-enabled services and software for the global financial services industry. Over the past 5 years the company has made a significant transformation from a silo’ed corporate structure with a tiered support model, to a globally integrated structure leveraging a knowledge driven, collaborative support model. In this session, Casey Keller, vice president of Client Services discussed the challenges encountered and lessons learned during the transition and how the model is evolving to meet the changing needs of his global client base.
Symantec Case Study – Creating the Effortless Web Support Experience
Matt Phillips – Director – Symantec
As a recent winner of the ASP Top 10 Support Websites award, Symantec has invested in providing an advanced web support experience to their customers. In this session, Matt reviewed the company’s focus on Customer Effort as the key measure of success and how they have leveraged it to enhance the customer experience and, more importantly, how they are making the online support experience a significant driver of customer retention. Matt discussed the challenges, opportunities and lessons being learned as his team works to create an effortless support experience for Symantec customers.
Leveraging Data Analytics for Customer Service Efficiency
Kelly Hoopes – Senior Consultant – Service Strategies
We live in a world that is exploding with data mining techniques, predictive data analytics, and big data management. But due to several other priorities and the decline of budgets, IT departments struggle to keep up with the data demands of each department in the organization. As a result, many service leaders have determined the need to independently mine the data in their systems to enable organizational discovery and to identify opportunities for improvement. In this session Kelly discussed a fresh, simple approach for applying unstructured data analytics techniques to core customer service productivity tools in order to achieve sustainable process efficiency gains.
Management Practices Standardization Delivers Results
Terri Kolander – Senior Consultant – Service Strategies
This sessions discussed the results of a five year study that evaluated the benefits of the Service Capability & Performance (SCP) Support Standard at a large Fortune 50 company. The Support Standard has driven service delivery and quality improvement through certification audits and management practice standardization while raising awareness regarding the positive and negative impact of culture, while driving valuable indirect benefits to business success.
We look forward to seeing everyone at our next event or webinar. You can learn more about upcoming webinars, executive forums and workshops by visiting our Service Strategies Events page. For a full schedule of our public training sessions visit the Course Schedule page.
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