2014 Smarter ServicesTM Executive Symposium: "Defining & Delivering Success"
Join me at the 2014 Smarter Services™ Executive Symposium. This year’s event theme “Defining & Delivering Customer Success” is 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.
"I believe Service is vital ... "
I believe it is incumbent upon global enterprises to upgrade service performance and build strong service cultures to support the evolving nature of the customer/provider relationship ...
Hear from leading Service & Customer Support Executives including:
The Service Council presents its annual Smarter Services™ Executive Symposium in Boston, Massachusetts, April 8 through April 10, 2014 at the Hyatt Boston Harbor Hotel on Boston's waterfront. The Symposium provides an invaluable opportunity for service and customer management executives to:
Collaborate with executives from Dell, Johnson Controls, Ingersoll Rand, KONE Corporation, Safelite AutoGlass, Sears Holding Corporation - Home Services, Whirlpool Corporation, Farmers Insurance and more to solve key business challenges and develop a differentiated customer management strategy that focuses on internal alignment to deliver external value.
The conversation at the 2014 Symposium will feature hands on workshops around the following key themes and categories:
Customer Experience Management
Field Service Efficiency
Service Ready Workforce
Service Revenue Growth
Service Supply Chain: Taking Service Global
If you'd like to nominate a speaker for the 2014 Smarter Services™ Executive Symposium, please click here:
12:00pm-1:00pmEvent Registration (Smarter Services™ Zone Open)
Speaker - John Carroll, CEO of The Service Council™
1:15pm-2:00pmKeynote: "Creativeship and the Pillars to Prepare You for the Next Wave of Service Workers"
According to a UN World Population Aging report, “Population aging is unprecedented without parallel in the history of humanity. By 2050, the number of older persons (60 years +) will exceed the number of young for the first time in history.” While 2050 is a ways away, organizations are already beginning to feel the pinch of a changing workforce and need to plan and prepare for a younger demographic that has grown up with social, mobile and collaborative tool. This panel will debate how organizations take advantage of changing workforce dynamics.
Speaker - Bob Kelleher, President and Founder, Employee Engagement Group
2:00pm-2:45pmPanel: "Talent Management: Finding and Developing Customer Success Ambassadors"
￼People are the most vital element in the service delivery equation. As the role of the service organization changes, do does the skillset and focus of the service workforce. Where does one find these customer success ambassadors? What sort of training materials are needed? This session will dig deeper into best practices around building a service ready workforce.
2:45pm-3:15pmCoffee Break (Smarter Services™ Zone Open)
3:15pm-4:00pmPanel - "Career and Leadership Paths for the Service Workforce"
￼Career paths in service are fairly non-existent. Field workers tend to remain in their roles for a majority of their careers, as do most call center employees. In this case, how does the profession of service and support recruit and retain the best talent? This session will provide examples of organizations that are developing career paths for front-line agents in order to improve employee engagement and retention.
Panelists - Troy Taylor, Fmr. Vice President, Technical Services and Automation Systems for Ortho-Clinical Diagnostics, a Johnson & Johnson Company; Cary Chapman, Fmr. National Field Service Manager, Mettler-Toledo International Inc.
4:00pm-4:15pmRefreshment Break and Transition to Breakout Discussions
4:15pm-5:15pmRoundtable Discussions (6 Simultaneous Roundtables; see below)
5:30pm-6:30pmWelcome Reception (Smarter Services™ Zone Open)
Round Table #1
Hosted by GeoFluent by Lionbridge"Customer Experience Management: Workforce Management for Today’s Customer Support Needs"
Round Table #2Facilitator: Ron Kaufman, Chairman and Founder, UP! Your Service
Hosted by Etherios"Service Transformation: Strategies to Avoid Commoditization"
Round Table #3
Hosted by ServiceMax"Service Revenue Growth: The Right Team to Renew and Grow"
Round Table #4
Round Table #5
Hosted by Genpact"Service Supply Chain: Partner Selection While Outsourcing"
Round Table #6
Hosted by ClickSoftware"Field Service: Training and Collaborating with Today’s Tools"
7:00am-8:20amBreakfast and Registration (Smarter Services Zone Open)
Speaker - John Carroll, CEO of The Service Council™
8:30am-9:30amKeynote: "Defining & Delivering Customer Success"
Value delivered to customers is the true measure of service success. This requires a good understanding of the customer’s pain points, business objectives, and the hurdles that prevent customers from engaging with their own clients and prospects. With that in place, organizations can tailor, offer, and deliver solutions to their customers and be viewed as partners as opposed to transactional vendors.
Speaker - Ron Kaufman, Founder and Chairman, UP! Your Service.
9:30am-10:15am"Case Studies In Failure: The Cost Of Recovery "
What happens when you don’t focus on customer success? What is the cost of failure and recovery when you don’t meet customer needs? This session will present a deeper look at the cost of digging out from a customer service letdown.
Rusty Walther, Vice President, Global Escalation Management & Customer Experience at Hewlett-Packard
10:15am-10:45amCoffee Break and Transition to Breakout Rooms (Smarter Services™ Zone Open; see below)
10:45am-11:15amBreakouts (Part I - Introduction)
11:15am-11:30amBreakouts (Part II - Case Study Introduction and Parameters)
11:30am-1:00pmBreakouts (Part III - Groupwork [Working Lunch])
1:00pm-1:30pmBreakouts (Part IV - Case Summary)
1:30pm-3:00pmNetwork and Meeting Break (Smarter Services Zone Open)
Use this time to connect with peers, our Smarter Services Solution partners, or with your emails. Recharge and return for the evening sessions and dinner.
3:00pm-3:40pmPanel - "Personalizing Customer Experiences"
TSC’s 2014 trends research shows that customer experience management is a top area of focus for organizations. Within the overall umbrella of CEM strategy, organizations are looking to make sense of the vast amounts of customer data to deliver unique and personalized experiences. This session will focus on the steps taken by organizations to create, deliver, and support personalized experiences and the benefits seen as a result.
3:40pm-4:20pm"Customer Segmentation for New Services and Revenue Opportunities"
One of the key takeaways from the 2013 Smarter Services Symposium was the development of account and relationship plans for customers post-sale in order to improve relationships, increase renewal opportunities and enhance revenue. To support these account plans, organizations are also looking to segment their customer bases with regards to service offerings, level of service and more. Do premium service plans work for service? This session will dig into segmentation benefits and pitfalls.
Alternative topic: "Free to Fee: Charging for Service Traditionally Given Away for Free"
4:20pm-4:40pmRefreshments Break (Smarter Services Zone Open)
4:40pm-5:20pmDebate - "Selling in Service"
Service agents, in the field or in the contact center, are viewed as trusted advisers. Does this position them ideally to sell? If so, how do we train and equip them with the tools necessary. If not, how can these agents still support revenue objectives without crossing the line.
Debaters - Wayne Dowty, Director, Service Americas, KONE, Inc. (Others tba.)
5:20pm-5:50pmCase Study Recaps
Presenters - Vicky Stennes, Ron Giuntini, Troy Taylor, Stephanie Mello
Presenter - John Carroll, CEO of The Service Council™
6:00pm-7:30pmCocktails & Dinner
Breakout #1Moderator: Vicky Stennes, Mulberry Inc.
Hosted by GeoFluent by Lionbridge"Customer Experience Management: Journey Mapping"
Breakout #2Moderator: Ron Giuntini, Giuntini and Company Inc.
Hosted by Etherios"Service Transformation: Service Becoming Prominent in your Company"
Hosted by ServiceMax"Service Revenue Growth: Building a Relationship between Service and Sales"
Breakout #4Moderator: Stephanie Mello, Vice President, The Employee Engagement Group
Breakout #5Moderator: Troy Taylor, Fmr. Vice President, Technical Services and Automation Systems for Ortho-Clinical
Diagnostics, a Johnson & Johnson company
Hosted by Genpact"Service Supply Chain: Planning Service Expansion to New Geographies"
Hosted by ClickSoftware"Field Service: Mobility and the Delivery of Customer Value"
7:00am-8:30amBreakfast and Registration (Smarter Services Zone Open)
Speaker - Sumair Dutta, Chief Customer Officer of The Service Council™
8:45am-9:30am"Differentiation Strategies to Defeat Competition and Commoditization"
Competition is the top challenge facing service organizations in 2014 as per TSC’s research. As a result, organizations need to rethink how service is delivered and what can be done to improve the customer experience. In this session we will investigate themes of service and customer experience design and how organizations can tap into innovation to become more responsive to changing customer expectations and needs.
9:30am-10:15am"Overcoming Challenges to Innovation in Service: A Discussion on Culture"
Cultural factors stop service-led transformations. Yet, culture is quite often overlooked as a discussion area when it comes to building a customer-centric strategy. This panel will review the challenges to innovation and transformation and provide ideas and insights on steps that can be taken to overcome these challenges.
10:15am-10:45amCoffee Break and Transition to Breakout Sessions (Smarter Services™ Zone Open; see below)
10:45am-11:15amBreakouts (Part I - Panel Discussion on Breakout Topic)
11:15am-12:00pmBreakouts (Part II - Roundtable Discussion)
12:00pm-12:05pmTransition to Main Ballroom
12:05pm-12:50pmPanel - "Navigating Big Data and the Internet of Things"
We are all connected. Our resources are all connected and network-aware and therefore we have access to a greater amount of information and contextual data than ever before. Leveraging this data to become more customer-centric presents a significant opportunity, one that will be discussed and debated in this panel.
Speaker - John Carroll, CEO of The Service Council™
1:00pmEnd of Symposium
Grab and Go Lunch Provided
Breakout #1Facilitator: Ron Kaufman, UP! Your Service
Hosted by GeoFluent by Lionbridge"Customer Experience Management: Using Voice of the Customer to Change Customer Experiences"
Hosted by Etherios"Service Transformation: Navigate the Future of Service by Understanding Changing Customer Behaviors"
Hosted by ServiceMax"Service Revenue Growth: Pricing and Delivery of Services and New Service Offerings"
Hosted by Genpact"Service Supply Chain: The Lure of Emerging Markets"
Hosted by ClickSoftware"Field Service: Big Data in the Field"
Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and building service cultures.
Rated one of the “Top 25 Who’s Hot” speakers by Speaker Magazine, Ron presents powerful insights and global best practices from working with clients on every continent for more than twenty years. His energetic keynote speeches and workshops have inspired millions.
He is author of the New York Times and USA Today bestseller, “Uplifting Service! TheProven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet” and 14 other books on service, business and inspiration. Ron is also the founder of UP! Your Service, a company that enables leaders and organizations to build Uplifting Service cultures for sustainable advantage.
Ron’s experience and passionate commitment to results have been distilled into proven methods to help clients upgrade service performance and build strong service cultures. His unique approaches to learning and leadership have been featured in the New York Times, the Wall Street Journal, and USA Today.
Ron was invited to Asia in 1990 by Singapore Airlines and the government of Singapore to create and launch a national service quality training organization.
He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author’s Guild, Global Speakers Federation and International Association of Learning Providers.
Ron resides in Singapore and travels widely to promote and realize a vision of “Our world where everyone is educated and inspired to excel in service.”
President and Founder, The Employee Engagement Group
Bob Kelleher is the author of the best selling books, Louder Than Words – 10 Practical Employee Engagement Steps...that Drive Results (Amazon’s top selling employee engagement book in 2011-2012), Creativeship, A Novel for Evolving Leaders. In December, 2013, Bob released Employee Engagement for Dummies for Wiley and Sons’ publishers. Bob is also a noted speaker, thought leader, and consultant on the subjects of employee engagement, workforce trends, and leadership. Bob is the founder of The Employee Engagement Group, (www.EmployeeEngagment.com). Before opening his own consulting business, Bob was the Chief Human Capital Officer for AECOM, a Fortune 500 global professional services firm, with 45,000 employees located in 450 offices throughout the world. Before joining AECOM in 2005, Bob worked for ENSR as Executive Vice President of Organizational Development, and Chief Operating Officer. While at AECOM and ENSR, Bob spearheaded award winning employee engagement programs and initiatives.
Vice President, Global Escalation Management
Rusty Walther has spent over 30 years building and leading large, global, technology services teams. Rusty spent a 16-year career in the US Marine Corps building and managing a variety of worldwide IT systems, and departed government service in 1992 as Director of US Marine Corps West Coast Data Center Operations. Over the next several years, Rusty held both operational and executive service leadership positions in some very large Silicon Valley companies like Bay Networks, 3Com, and Nortel. In the heart of the “dot-com” boom, Rusty participated in two start-ups as Vice President of Customer Support, leading both AboveNet Communications and ONI Systems to successful IPO’s and acquisitions by major corporations prior joining Airespace, Inc., a next-generation provider of enterprise-class wireless networking products which was subsequently acquired by Cisco System. Rusty then joined Network Appliance as Senior Vice President of Global Support where he spent five years leading a large, complex, and diverse enterprise support operation for that high-growth data storage and management company. Leaving NetApp early in 2009, Rusty joined 3PAR as its Vice President of Global Service and Support and directed that business to and through huge growth associated with its acquisition and integration into Hewlett Packard. Rusty now leads the Escalation Management teams for Global Support Delivery, and is responsible for all technical and business escalation departments and operations around the world. Rusty resides on his family ranch in Bend, Oregon with his wife Jeannie, and they spend their free time riding their horses, or cruising the Oregon scenic byways on one of their Harley Davidsons.
Vice President, Service Delivery
Renee Cacchillo joined Safelite AutoGlass® as Vice President of Service Delivery in August 2011. In this role, she focuses on delivering Safelite’s vision and business goals by driving performance in the areas of customer service and labor management, partnering closely with many of business units to establish Safelite® as a world-class service organization. In addition, she will work closely with other Safelite® leaders and their teams to implement cross-functional projects that are geared toward strengthening our operational performance.
With more than 20 years of experience, Renee brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management.
Renee earned her M.B.A. and B.S. from the University of Kansas. She is a member of the Customer Experience Professionals Association.
Senior Vice President, Service
Jay started his career with KONE in 1990. He progressed through sales and sales management roles prior to 1995, when he assumed P&L responsibilities in the Quad Cities Branch. He subsequently led the Cleveland and Miami Branch Offices, prior to his promotion to Regional Service Director in 2001.
In late 2003, Jay assumed responsibility for U.S. Service Operations. In 2008, he was also charged with leading Service Operations in Canada and Mexico. In 2010, he was promoted to Senior Vice President, Operations. In this role he was responsible for all field operations within our new equipment, modernization and service businesses. He was also responsible for our Quality, Technical Services, and Technical Training and Support functions.
In late 2011, the KONE was reorganized around business line, and Jay assumed responsibility for our Service Business in the Americas. In this role he is responsible for all service sales and field operations across the America, and continues to be responsible for our Quality, Technical Services, and Technical Training and Support functions. Jay graduated from the University of Iowa. He lives in the western suburbs of Chicago with his wife (Lori), and two children (Claire and Jack).
Vice President, Field Service
Chris Gera is the Vice President of Field Service at Vivint Inc., the largest home automation company in North America. In this role, Chris is responsible for leading Vivint’s field service professionals and directing the software and infrastructure needed to support them. His responsibilities include training, scheduling, licensing, safety procedures, installation, and service execution, all focused on providing a world class client experience.
Before joining Vivint, Chris worked with Nielsen in a variety of roles and positions. Chris served as the company’s Vice President of Field Operations for more than six years and was in charge of 56 research panels and 700+ employees. In this position he was directly responsible for client deliverables, client problem resolution, strategic planning, financial management, and efficiency-related improvements in the company. Chris also served as Nielsen’s Vice President of Field Information and Support Services for an additional six years and then as Global Strategic Program Leader during his last year at the company. In his most recent role, Chris defined an innovative digital and technology strategy for Nielsen and executed transformative changes in company operations supporting 15,000 associates in 108 different countries.
Chris holds a bachelor’s degree in marketing from Ohio University.
Julie M. Larsen
Vice President, eServices
Julie Larsen joined EMC in August 2009 to assume the newly created role of Vice President, eServices, within EMC’s Customer Support Services organization. She leads an organization that will further move EMC towards a web-based support paradigm that creates an innovative, powerful channel for customers to more efficiently resolve their issues.
Her responsibilities include setting direction and furthering EMC’s investment in eServices, which includes development of a new technology platform and the design and development of accessible, actionable online customer support capabilities. Under Larsen’s leadership, EMC has won placement on the Association of Support ProfessionalsTen Best Web Support Sites list in 2009 and 2013.
Larsen has over 20 years of leadership experience in technology, engineering, operations, and support disciplines, with an emphasis on strategic planning, business process, engineering, and operational controls.
Prior to EMC, Larsen spent 9 years at Cisco Systems, most recently as Senior Director, Technical Support Web and Collaborative Technologies. In that role, she was responsible for transforming Cisco’s Self-Service Technical Support Website, including developing and executing a business strategy for market penetration with a focus on Web-based interaction and Web 2.0 collaborative technologies, and leading the development and integration of an emerging countries platform.
Larsen pursued her MBA studies at Rutgers University and has an undergraduate degree in Business Administration/Computer Science.
Vice President, Service Operations
Rajiv Mehta currently serves as the Vice President of Service Operations for Samsung Electronics America.
Mehta is responsible for leading all aspects of Service Operations for the US which includes Call Center Operations, Strategic Accounts, Service Planning & Strategy, Product Support, Field Service, B2B Service, Quality, Service Marketing, Training and Returns Management.
Former Worldwide Vice President, Technical Services and Automation Systems
Troy was most recently the Worldwide Vice President, Technical Services and Automation Systems for Ortho-Clinical Diagnostics, a Johnson & Johnson company. Ortho-Clinical Diagnostics is a leading provider of high-value diagnostic solutions for the global health care community. Technical Services is the largest Capital equipment service division in the Johnson & Johnson Company, responsible for the technical support of the company’s products and services. With executive responsibility for the organization’s strategic direction, operating performance and marketplace success, Troy had direct responsibility for approximately 700 employees around the world, including Technical Support and Remote Monitoring Centers located in Rochester NY, Strasbourg France, and Singapore, field-based employees in North America, Europe, Middle East, North Africa, Japan, Latin America and the Asia Pacific countries including India.
As Worldwide Vice President, Troy globalized the organization, introduced the company and the industry to state-of-the-art remote service technology, and converted the mostly cost focus organization into a $300MM profitable business. Troy has been recognized by prestigious organizations such as Franklin Covey for his inclusive leadership style, his ability to build strong executive teams, and his commitment to employee learning and development. He has extensive experience in the capital equipment service industry, having lead service businesses in the Healthcare, Industrial, Energy, and Aerospace sectors and he is credited with demonstrated financial success in start-up, turn-around, and high-growth business environments.
Troy Taylor is a graduate of the Pennsylvania State University with a BS in Aerospace Engineering and an MS from the University of Pennsylvania. He joined GE Aerospace Business Group headquarters outside of Philadelphia, where he held several program management assignments working for NASA and the Manned Space Station program. In 1992 he joined GE Industrial Systems and was responsible for the development and commercialization of the company’s new Service business. In 1998 he was promoted to General Manager of GE Industrial Systems Renewal Parts & Instrumentation Services. Troy joined Ortho-Clinical Diagnostics in June of 2004 as Worldwide Vice President and in April 2008, he was given the additional worldwide responsibility for the new Laboratory Automation Systems product line.
Troy is a member of The Executive Leadership Council, the preeminent organization of the top African-American corporate business leaders. As a Founding Board Member of The Caines Family Foundation, a philanthropic organization focused on the health, economic and educational development of the federation of St. Kitts & Nevis (Troy’s ancestral home), Troy was instrumental in establishing collaboration between the Ministry of Health and the J&J Diabetes Foundation. Troy is the father of 2 daughters, an avid collector of original works of art, and serves on the board of several Residential/Commercial Real-estate complexes in Atlanta & Miami.
With an appreciation for what Field Service, Customer Service, and Customer Experience Executives value in peer-to-peer networking symposiums, the structure of the solution partners has been custom-designed to uphold the expectations of our esteemed practitioner guests.
A limited number of hotel rooms have been reserved at the Hyatt Boston Harbor for guests of The Service Council. Please make your reservations as soon as possible to qualify for The Service Council's preferred discounted room rates. The negotiated rate for guests of TSC is $189 and is valid through 3/17/14.
Hyatt Boston Harbor
Connecting With Customers – Strategies With Impact
Larry Wash, EVP and CEO, KONE Americas
Service Always Shines Above The Clouds: Extending Service DNA Across Your Network
Jimmy Byrd, President, Technical Services
Our Most Valuable Service Asset
Cary Chapman, National Service Manager at Mettler-Toledo, Safeline
Real-Time Service Excellence: Your Pathway To Profitable Service
Joel Lehman, Global Services President
Using Agile And The Cloud To Accelerate Connecting With Your World
JT Smith, Vice President, Global Service Programs at Philips
Value Added Services: Make Service Better For Your Clients
Ivin L. Smith, Vice President Customer Service & WW Technical Support Pitney Bowes
Why Customer Experience & Loyalty Matter In A Transactional Engagement Model
Renee Cacchillo, Vice President, Service Delivery at Safelite AutoGlass
Building A Customer-Centered Service Culture
Bob Johnson, Chief Service and Information Technology Officer