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Customer demands for better business outcomes have never been greater. Resolve time means more to our customers than response time. Doing what you said you were going to do, i.e., achieving high SLA compliance is getting tougher. In fact, it's getting so tough that the creation and adoption of value-added services seems out of reach given these new challenges. Before you can think about delivering business outcomes you need to enable a continuously improving customer service capability. In this highly interactive panel session, Vele Galovski, VP of Field Services Research for TSIA, and Randy Mysliviec, President of RTM Consulting, share insights on trends and best practices for outcomes focused service delivery followed by a panel discussion with Field Services leaders from TSIA member companies. This session will lead with the latest research from TSIA, where we'll discuss and share trends and best practices in how Field Services teams are leading this shift to more outcomes focused service delivery. You will then learn ideas on how to measure and govern your Field Service function during this transition from activities to business outcomes. Finally, you'll discover how to achieve higher service levels focused on delivering business outcomes through the acquisition of new field services capabilities.
VP, Field Services Research, TSIA
President and CEO, RTM Consulting
Director, Imaging Field Service, Diebold Nixdorf
Publish Date: May 8, 2018
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.