• John Carroll

    CEO

    2014 Smarter Services™ Executive Symposium Recap Webcast

    At the 2014 Smarter Services™ Executive Symposium, we heard many interesting case studies and discussions revolving around this year’s event theme, “Defining & Delivering Customer Success”. This topic is of course critical for global organizations to re-evaluate given the evolving nature of how customers interact with, are supported by and the increasing demands being placed on the provider by the customer.

    On Wednesday, April 30, 2014 at 11:00am EST, we will host a webcast where we review the key takeaways from this year's event.

    Analysis of case studies from leading Service & Customer Support Executives including:

  • Tom Schlick

    Vice President, Field Service

    Smarter Services Webcast Series: Service & Sales Collaboration

    In The Service Council’s 2014 Business Outlook survey, 48% of organizations highlighted that improving service and sales collaboration was a top area of focus for them in 2014.

    During this webcast, TSC’s Sumair Dutta discussed with Tom Schlick, VP, Service Operations at SterilMed, a Johnson & Johnson Company, strategies to enhance collaboration between service and sales with the focus on improving account management and supporting increased revenues.

    The webinar also featured preliminary findings from TSC’s Service-Sales collaboration research effort.

  • Sumair Dutta

    Chief Customer Officer

    Smarter Services Webcast Series: Going Global In Service

    TSC’s 2014 trends research highlighted that 20-30% of organizations were looking to focus on the global expansion of their service businesses in the coming year. For these organizations, there is no one size fits all strategy for global service delivery. Cultural, language, supply chain and regulatory differences make it extremely difficult to have a unified service strategy that stretches across all geographies. However, a connected service strategy that emphasizes local accessibility with aid of global resources can go a long way in enabling organizations differentiate the offerings that they provide.

  • Sumair Dutta

    Chief Customer Officer

    Research Analysis: The 2014 Service Outlook

    Competition in service is very real and is forcing organizations to re-think their value proposition to customers. While, in most cases, the service business is shown to be more profitable than the product side of the business, service margins are being compromised by increasing prices, increasing customer competition and the continued proliferation of services commoditization.

    In this webcast and research paper, we review the results of the Q4 2013 business trends survey highlighting the service business climate in the final quarter of 2013. We also revealed key business objectives and investment trends for service organizations looking out into 2014.

  • Sumair Dutta

    Chief Customer Officer

    Research Analysis: Customer Experience Management – Strategies To Succeed

    Customer Experience Management (CEM) is more than Customer Feedback Management. Quite often the two terms are used interchangeably and this presents an incomplete definition of CEM. The Service Council (TSC) recently undertook a comprehensive research campaign to study CEM initiatives across 180 total organizations. The intent of this campaign was to learn about the structure of CEM programs, the resources dedicated to customer experience, and the results seen from successful CEM initiatives.

    In this paper, we share some of the key findings around CEM program structure and strategy. This paper also features best practices shared by organizations that have been able to drive the most out of their CEM initiatives.

  • Sumair Dutta

    Chief Customer Officer

    Smarter Services Webcast Series: Customer Experience Management & The Voice Of The Customer

    Voice of the Customer (VoC) programs are a vital component of Customer Experience Management (CEM) initiatives. Nearly three out of four organizations polled by TSC have a VoC program in place but most organizations indicate that they are struggling to making use of customer data.

    During this webcast, Sumair Dutta, Chief Customer Officer of TSC, and a panel of business leaders from Johnson Controls Inc., Safelite AutoGlass, and Ooyala discussed the current structure of VoC programs and how these organizations are able to integrate customer data with current performance information and make process changes that influence the customer experience.

inService™ Podcast Series

In this edition of the inService™ Podcast Series, The Service Council welcomes David Yarnold, CEO of ServiceMax, to discuss "Flawless Field Service."

listen

Events Calendar

April 30, 2014

Smarter Services Executive Symposium Recap Webcast

register

Happening Now!

Service Revenue – Service Sales & Renewals

take the survey

Now Available!

Research Analysis: The 2014 Service Outlook

download

Now Available!

Smarter Services Webcast Series: Going Global In Service

download

Meet the Advisory Board

Renee Cacchillo VP, Service Delivery
Renee Cacchillo VP, Service Delivery
Cary Chapman National Service Manager
Cary Chapman National Service Manager
Bob Feiner VP, Global Deployment & Field Services
Bob Feiner VP, Global Deployment & Field Services
Tom Gebhardt President
Tom Gebhardt President
Sudipto Ghosh Executive Director, Service
Sudipto Ghosh Executive Director, Service
Denise Grubb VP, Service Operations
Denise Grubb VP, Service Operations
Bob Horastead SVP, Global Technical Service
Bob Horastead SVP, Global Technical Service
Bob Johnson Chief Service & Information Technology Officer
Bob Johnson Chief Service & Information Technology Officer
Ken Kleinhample VP, Global Quality
Ken Kleinhample VP, Global Quality
Joel Lehman President, Global Services
Joel Lehman President, Global Services
Rajiv Mehta SVP, Service Operations
Rajiv Mehta SVP, Service Operations
Jamie Morin SVP, Global Client Operations
Jamie Morin SVP, Global Client Operations
James Mylett SVP, Service
James Mylett SVP, Service
Stu Reed President, Home Services
Stu Reed President, Home Services
Tim Saur SVP
Tim Saur SVP
Tom Schlick VP, Field Service
Tom Schlick VP, Field Service
Greg Sharp VP, Service Operations
Greg Sharp VP, Service Operations
Mary Beth Siddons President
Mary Beth Siddons President
Ivin Smith VP, WW Technical Support
Ivin Smith VP, WW Technical Support
J.T. Smith SVP, Americas Customer Service
J.T. Smith SVP, Americas Customer Service
Larry Wash EVP & CEO, Americas
Larry Wash EVP & CEO, Americas

Solution Partners

Contributing Partners