Conference Presentation

Measuring the Value of Service Transformation (Workout)

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Every year we come home from TSW full of great ideas for transforming our business: proactive services, knowledge and communities, intelligent swarming, and extreme automation. And every year, we get hung up on the same question: how are we going to measure the great new things we’re doing?

In this advanced-level workout, Sean and David will facilitate how to measure service transformations. We’ll discuss how to show value of our initiatives to the business: estimating contact deflection, or lowering churn. We’ll talk about value to the customer: customer effort score (CES), consumption analytics, and their KPIs. And we’ll talk about the measures we need to continually improve our initiatives.

Sharing our collective experiences, we’ll make sure we go home from Las Vegas this year with a workable plan for measuring and managing all the great transformations we’ve learned about in the other sessions.

 

Presented By:

Judith Platz

VP of Research for Support and Success, Technology Services Industry Association (TSIA)

Sean Murphy

Director, Global Support Infrastructure, Riverbed Technology, Inc.

David Kay

Principal, DB Kay & Associates

Publish Date: October 20, 2015

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