Field Service Fall 2015 (past event)
September 30 - October 02, 2015
Array
Doug Roth
Director, Global Partner Management & FLM
Ciena
Check out the incredible speaker line-up to see who will be joining Doug.
Download The Latest AgendaSmart Planning, Technician Support & Customer Experience
Saturday, April 9th, 2016
11:20 Workshop: Taking Ownership of Customer Experience
Today’s service organizations are faced with the challenge of taking ownership of their customers’ experience. While omni-channel interactions are helping the field meet customer time and place demands, there is higher risk for inconsistency in customers’ lasting impressions. If we evaluate service delivery through the lens of consistency and value, how would our customer experience shift? The purpose of this workshop is to assess the current “ownership state” of our service channels and determine ways to create even more value for our customers.
Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!
Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!
11:40 Workshop: Taking Ownership of Customer Experience (Cont.)
Today’s service organizations are faced with the challenge of taking ownership of their customers’ experience. While omni-channel interactions are helping the field meet customer time and place demands, there is higher risk for inconsistency in customers’ lasting impressions. If we evaluate service delivery through the lens of consistency and value, how would our customer experience shift? The purpose of this workshop is to assess the current “ownership state” of our service channels and determine ways to create even more value for our customers.
Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!
Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!
12:00 Workshop: Taking Ownership of Customer Experience (Cont.)
Today’s service organizations are faced with the challenge of taking ownership of their customers’ experience. While omni-channel interactions are helping the field meet customer time and place demands, there is higher risk for inconsistency in customers’ lasting impressions. If we evaluate service delivery through the lens of consistency and value, how would our customer experience shift? The purpose of this workshop is to assess the current “ownership state” of our service channels and determine ways to create even more value for our customers.
Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!
Join Sandra & Doug in this interactive workshop to chart your current state and score it according to consistency and value creation. Don’t miss this exciting session!