• Sumair Dutta

    Chief Customer Officer

    Enhancing Revenue and Profitability with a Service Transformation

    Committed customers are vital to supporting sustainable business growth. Not only do these customers continue to spend on products and services but they also serve as brand advocates, thereby augmenting sales and marketing efforts. Achieving a loyal and devoted customer base requires a transformation in the way service is viewed and managed within the organization.

    Join The Service Council’s Chief Customer Officer on this 30-minute webinar on July 22, 2014 at 1pm EDT as he shares information on how organizations are transforming their service businesses in order to build customer advocates. The webinar will feature information on:

    • - The increasing importance of customer service within organizations
    • - The impact of good service on sales and marketing initiatives
    • - Areas of transformation to enhance service operations

    Registrants to the webinar will also receive access to The Service Council’s latest research publication “Service Transformation: the Business Case"

  • Chris Gera

    Vice President, Field Service

    Keith Grames

    Director of Human Resources

    Smarter Services Webcast Series: Talent Management & The Service Workforce

    Differentiation in service requires the right talent and people. Given the changing role of the service organization, the profile of the ideal service worker has changed significantly. As a result, organizations are reviewing and altering their talent acquisition and management strategies to ensure that they have the right people in place to support customer-focused objectives. Vivint is leading the charge in connecting service and HR leadership to develop service professionals at all levels of the organization. In this video, we connect with Vivint’s Chris Gera and Keith Grames to learn about their plans to build and develop a customer-centric service workforce.

  • Sumair Dutta

    Chief Customer Officer

    Research Analysis: The Path To Service Transformation

    The discussion of transformation in service is no longer tied to the debate of cost vs. profit center. In most organizations, the profit center argument has won out, and won out several years ago. The discussion around transformation now focuses on a sea of change wherein the service business is viewed as a vital cog in the way relationships are built within the organization and with customers.

    In this paper, The Service Council examines research conducted in early 2014 which polled 160 organizations globally to gauge the maturity of their service operations and service processes. Data captured also touched upon the maturity of service transformation initiatives and potential areas of future transformation.

  • Sumair Dutta

    Chief Customer Officer

    Research Analysis: Reviewing Field Service, Aligning Focus & Execution

    Service organizations are now increasingly focused on customer satisfaction and revenue. Therefore field organizations need to begin to identify how they can support better resolution rates and improve revenue opportunities with current resources. The first step is to review current field processes and identify areas of improvement when it comes to key performance areas across the board.

    In this paper, The Service Council examines research conducted in March of 2014 which polled 260 organizations globally about their field service processes to gauge potential areas of improvement and enhancement for these organizations. This data was supplemented with field service research conducted by TSC in October 2013 (232 organizations).

  • Sumair Dutta

    Chief Customer Officer

    Research Insight: Service Transformation in Manufacturing

    As seen across the board in The Service Council’s research, competition is the biggest challenge facing manufacturing businesses. As a result these organizations are looking for ways to differentiate themselves in the minds of their customers. The data also reveals that manufacturing organizations are still challenged with the state of the global economy as opposed to all other respondents as nearly one-half (44%) of responding manufacturers cited "global economic instability" as a top business challenge (vs. 28% of non-manufacturing respondents).

    Click the button on the right to download complete research analysis of Service Transformation in Manufacturing.

  • 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

    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.

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inService™ Podcast Series

In this edition of the inService™ Podcast Series, The Service Council welcomes Bob Johnson, Chief Service & Information Technology Officer at Sprint, to discuss “Customer Experience Transformation.”

listen

Events Calendar

July 22, 2014

Enhancing Revenue and Profitability with a Service Transformation

register

Now Available!

Talent Management & The Service Workforce

download

Now Available!

Q1 2014 Service Market Update

download

Now Available!

Research Analysis: Reviewing Field Service, Aligning Focus & Execution

download

Happening Now!

Field Service Talent Managament

take the survey

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