Conference Presentation

Delivering a Great Customer Experience in Field Services

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Competitive? Only If Your Future Includes Delivering a Great Customer Experience Presented by Dennis Gershowitz, DG Associates XaaS companies, as well as others, are finding competition more challenging. Part of any company's success must include delivering a breakthrough customer experience. Join us to learn more about key elements to delivering that "WOW' to your customer. This session will cover: Elements that are pillars to success wherever you are with your customer(s) in the LAER model continuum  Desired outcome(s) and understanding how the customer views these  The right tools to deliver, to partner, to go beyond just helping the customer but to helping their customer, to improve their business results and to show we understand and fulfill their desired outcome(s) Proven ideas to building out your customer success platform so it parallels your technology and services offering and becomes another reason why the customer wants to do business with you Performance Excellence and Customer Satisfaction: How TSIA Is Helping Hughes Network Systems Achieve a Leadership Position in Field Services Presented by Ed Conklin, Hughes Network Systems Hughes Network Systems, LLC (Hughes) is the global leader in satellite broadband for home and office, delivering innovative solutions for enterprises, governments, and consumers worldwide. HughesNet, a division of Hughes, is the nation’s leading satellite Internet service with over one million active users. These users were installed by the Field Services group. This session examines how, over the past 10 years, Hughes Field Services has improved installation consistency, quality, on time delivery, and customer satisfaction as well as how Hughes has now teamed up with TSIA to elevate Field Services to “Pacesetter” performance.

Presented By:

Dennis Gershowitz

Principal, DG Associates

Ed Conklin

Field Service Director - Consumer, Hughes Network Systems

Publish Date: May 4, 2016

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

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