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Safelite AutoGlass has become synonymous with service thanks to its People Powered, Customer Driven approach. Using data analytics to listen better to customers, Safelite is forging new territory to implement new processes to make it easier for the customer. Key learnings in this exciting session from Renee Cacchillo include:
• Where Safelite is in its Customer Driven journey
• Insights into the road toward omni-channel contact
• When to move from data insight into action
• Why your people matter more than data
• Analyzing and measuring customer effort

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For equipment manufacturers and service organizations, the type of data feeding the so-called Internet of Things (IOT) has been around for over twenty years. Back then it was called telematics, autonomics, M2M (machine-to-machine) or remote diagnostics and it wasn’t based on internet standards. Today the internet is ramping up the volume of data, but the basic challenge still remains: making use of data.

This presentation focuses on putting diagnostic data to use for product support – meaning faster fault isolation, more accurate repairs and less costly downtime. We will show how Closed-Loop Support strategies are transforming the information generated by call-centers and field service into better customer support, product reliability and future designs.
Please join us for a lively discussion about the real-world of IOT.

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Exceeding customer expectations is the basis of customer satisfaction. How can we find new ways to delight our customers? This is the question James Mylett addresses in his keynote address. James has been inspiring customers for decades as a leader of service and has focused his attention recently on finding ways to go above and beyond what his customers expect. He’ll deliver his keys to success this morning – don’t miss out!

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It’s always better to have a customer who takes an active role in the maintenance of his equipment, but it’s not always easy to entice them to do so. Our panel of experts show how to increase the level of self-service through:

• Shifting customer support workload away from onsite service

• Accessing customer networks and defective machines remotely

• Increasing problem avoidance with service desk resolution and remote resolution

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The best way to foster a positive experience for your customers is to address the problems they’re actually facing. Dave Baker, SVP Field Services for DirecTV, ensures his customers are satisfied and loyal by:

• Conducting exhaustive surveys across multiple channels to capture customer feedback

• Uncovering how customers feel about both products and services so you can update your offerings to better reflect what customers actually want

• Ensuring customer experience is a company-wide initiative; identifying internal leaders to drive change

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Tom York has been a leader in IoT technology and is excited for its impact on the future of service. Join Tom to hear how the advent of the Internet of Things, mobility, and related technology advancements impact customer requirements and expectations and supporting field services models.

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Table 1: It Takes More Than Big Data To Fix A Machine – The Limits of Analytics
Hosted by Steve Lightstone, Director Business Development, CaseBank Technologies

Table 2: A Strategic Approach To Maximize Profitability In the Large Sale
Hosted by Greg Camara, coresystems & Mike Fuller, coresystems

Table 3: Beyond The Technical Challenge: The Real Issues With BYOD In Field Service
Hosted by Mary Brittain-White, CEO, Retriever Communications

Table 4: Transforming Field Service Across Industries, Across Platforms and Across Oceans
Hosted by Anne Marie Berger, Managing Partner, ForeFront

Table 5: Maximizing The Customer Experience Across Your Value Chain
Hosted by Jamal Starr, President, Starr & Associates Consulting

Table 6: Improving Customer Relationships, Profitability, And Capability With Inexpensive Mobile Virtual Presence And Augmented Reality
Hosted by Drew Deaton, CEO, HelpLightning

Table 7: Getting The Right Part To The Tech Is A Science Not A Stockpile
Hosted by Aly Pinder, Senior Research Analyst, Aberdeen Group

Table 8

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The names are mind-boggling: Twitter, Instagram, Tumblr, Flickr, Reddit. Dipping a toe into the social media pool can be overwhelming for any service executive. Jeff Babe has figured out how to use social media channels to maximize customer satisfaction and loyalty by:

• Monitoring social channels like Twitter, Facebook and Instagram for mentions of your brand and any support challenges

• Taking an omni-channel view to determine your customers’ preferred method of contact

o Is there any difference with Millennials?

• Employing brand managers to proactively respond to and report on social activity

• Identifying quantifiable metrics that can be supported through social media

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Providing tiered levels of service can be an effective way to reduce costs and improve customer satisfaction. James McAnally heads up the customer solution center at HP and is tasked with developing service offerings that are tailored to each customer segment. To do this, he uses an innovative program encompassing data analytics and customer behavior. James shares his secrets this afternoon.

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The names are mind-boggling: Twitter, Instagram, Tumblr, Flickr, Reddit. Dipping a toe into the social media pool can be overwhelming for any service executive. Jeff Babe has figured out how to use social media channels to maximize customer satisfaction and loyalty by:

• Monitoring social channels like Twitter, Facebook and Instagram for mentions of your brand and any support challenges

• Taking an omni-channel view to determine your customers’ preferred method of contact

o Is there any difference with Millennials?

• Employing brand managers to proactively respond to and report on social activity

• Identifying quantifiable metrics that can be supported through social media

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The Aberdeen Group reports a 20 percent higher customer satisfaction and retention rate for best-in-class service organizations. For decades facilities teams have turned to the calendar or hour meter to determine when it was time to service their heating, ventilating and air conditioning (HVAC) and other building systems. But recent innovations give organizations the information they need to perform maintenance when it is really needed and not just because it is scheduled. The most effective service and maintenance strategies are proactive, holistic, technology-enabled and knowledge-based. Predictive and reliability-centered maintenance strategies can help organizations improve energy efficiency, manage operating costs, enhance the environment and reduce the likelihood of unplanned systems failure, which could have a devastating effect on their ability to achieve business objectives. This presentation will discuss how moving to a predictive and reliability centered maintenance approach can improve service and overall customer satisfaction.

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