Conference Presentation

Keynote: Magic and Science - The Essential Ingredients for Transforming Customer Service Experiences

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GE is a 125-year old company. Yet, this powerhouse is in the midst of the greatest, fastest, and most exciting transformation in its history. The company is moving from being synonymous with "all things big" -- locomotives, power turbines, and aircraft jet engines -- to becoming a digital innovator and "top 10" software company by 2020.  

With millions of connected devices, each creating their own alerts and notifications, traditional systems of engagement for customer service just won't work. Advancements in technology have opened up avenues for new products, new revenue streams, and new operating models. And with that comes the need to support a whole new world of customer interaction methods and experiences. It's opened up the need for new customer support systems that can combine predictive insights with action to fundamentally transform customer service experiences. Ashley Haynes Gaspar, VP and General Manager of Global Support for GE Digital, recognizes the importance of a 'build the plane while you fly it' mindset along with the importance of forming partnership models that yield 1+1=3 results. Ashley is spearheading a customer service transformation at GE, applying "magic" and "science" in equal measure, to inform company-wide decisions that directly impact customer outcomes and operational productivity. And she's not doing it alone. Together with ServiceNow, GE is cracking the code on architecting customer and employee journeys that are connected, transparent, and proactive. They are codifying capabilities into their respective platforms that will change the economics and experiences for GE, joint customers, and the market as a whole. 

The approach is not just about technology; it's about people; it's about relationships; it's about creating the interactions and experiences that will change the way customers consume products and services for the long haul.  

Join Ashley as she details how GE is investing in technology and people to radically change the way the company does business. Ashley will discuss how GE's newly formed global support organization is leading the charge. She will share real-world examples and a blue print for combining technology, organizational change management, and business value models that attendees can use to generate topline and bottom line gains in both customer outcomes and workforce productivity.

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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