Technology Services World
October 25, 2017
It is the final day of Technology Services World at the beautiful ARIA in Las Vegas. I just received the session counts for 70+ breakout sessions yesterday, and am here to report the top attended sessions. As I always say, attendees vote with their feet, so if you want to know which issues are top of mind with service executives, the top attended list is a great source of insight.
The top attended session yesterday, with nearly 200 attendees, was, “ROI: Does Your Online Content Help Customers Help Themselves? Or Just Make the Phone Ring?,” a partner case study presented by Michael Clarkin, VP, Advanced Solutions, SYKES, and Jesse Himsworth, SVP, Strategy and Integrated Solutions, Clearlink. At each conference, there are always several case study sessions in the top attended list, as members love to hear success stories and what the journey to that success involved. This case study, about an integrated self-service and customer support process that optimizes online support in response to real-time customer needs, fits right in with the huge interest I’m seeing in knowledge management and self-service.
Next on the top attended list from yesterday was a meaty customer success topic, “Driving to Outcomes in the Age of the Customer: How GE Digital Manages Outcomes Planning and Delivery,” presented by Dave Kocher, VP, Customer Success, GE Digital, and Nick Mehta, CEO, Gainsight. In this session, Dave explained how GE Digital creates a predictable approach to delivering outcomes based on stakeholder governance, outcome mapping, success planning, and value delivery, which remains a challenge for more success organizations.
The third top attended session from yesterday was also a partner case study, “Why Do the Majority of Professional Service Organizations Underperform?,” presented by Marc Lacroix, Managing Partner, RTM Consulting, and Mark Robinson, Co-Founder and CMO, Kimble Applications. Running a successful professional services organization is as much about the art of organization and process as it is about the software they use. Drawing upon the experience of growing and advising a wide variety of professional services organizations, as well as observations of best practice in many hundreds of similar organizations, Marc and Mark provided practical tips on how to maximize performance.
With the theme of TSW being “The Art and Science of the Customer Journey,” it’s no surprise this next session made the top attended list for yesterday, “Converging on the Customer Journey,” presented by David Lopes, Sr. Director, Design & Customer Innovation, ServiceSource. In this breakout, through a series of interactive examples and live polls, David lead attendees through the journey an organization needs to go on to make use of this convergent technique, how to understand the “moment that matters”.
The last of the top five attended sessions from yesterday was, “Analytics and the Customer Experience,” with two presentations on the very hot topic of analytics. First up was Rupesh Pradhan, COO, Logic Information Systems, who presented, “Customer Experience for Success in the Digital World,” followed by “Modernizing Customer Support Experience with Advanced Analytics,” presented by Guilian “Jenny” Wang, Engineering Director, Teradata, and Alexander Console, VP/GM Global Support Organization, Teradata.
Congratulations to all of these presenters for their hard work in pulling together such great presentations! And a reminder, all of the presentations will be loaded on the Technology Services World website very soon. Thanks for reading, and for those attending TSW, safe travels home.
Organizational capabilities that technology services businesses must master
John Ragsdale is the distinguished vice president of service technology research, for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. He is also author of the book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry.
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