John Carroll


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:

  • overview
  • solution partners
  • venue
  • 2014 event presentations

The Service Council presents its annual Smarter Services™ Executive Symposium in San Diego, California March 10-12, 2015 at the Rancho Bernardo Inn. The Symposium provides an invaluable opportunity for service and customer management executives to:

  • Connect with industry peers and leaders in service and customer management
  • Learn from leading minds and experts in the service, customer experience, and customer management fields
  • Build and develop winning strategies through our hands on business improvement workshops
  • Improve financial and customer-facing results

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

  • Multi-Channel Engagement
  • Customer Journey Mapping / Customer Experience Design
  • Voice of the Customer

Field Service Efficiency

  • Mobility
  • Integrating People and Parts
  • Outsourcing in the Field

Service Ready Workforce

  • Hiring and Training
  • Knowledge Management
  • Engagement

Service Revenue Growth

  • Service-Sales Collaboration
  • Big Data and New Service Development
  • Renewals and Contract Management

Service Supply Chain: Taking Service Global

  • Global vs. Local
  • Partner Management and Outsourcing
  • BRIC and Emerging Markets

Service Transformation

  • Leadership
  • Culture
  • Metrics for the Profit-Centric Enterprise

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.

Reserve your positions by emailing The Service Council™, or by calling (617) 717-8300.

Rancho Bernardo Inn
17550 Bernardo Oaks Drive
San Diego, CA 92128
Tel: 1-888-976-4417

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