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Conference Presentation

Panel | Face to Face or Virtual - The Delivery Dilemma

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As global travel returns, technology service organizations are faced with a new challenge: What is the optimal delivery model? The global pandemic proved that many technology service offerings can be delivered virtually. From remote onboarding to professional service workshops, technology companies have spent the past year building the tools and techniques required to deliver those services without deploying employees onsite. Furthermore, virtual delivery models have several advantages for both the service provider and the customer:
  • No travel costs are incurred
  • More flexibility in scheduling since participants do not have to be in the same location
  • Increases the availability and scalability of delivery resources
There are also challenges facing tech companies as they fortify their remote service capabilities:
  • Varying demand for on-site delivery by geographic location, vertical industry and customer persona
  • Reengineering offers designed for “remote-first”
  • Investing in operations processes and technologies required to effectively scale
  • Ensuring strong customer relationships are maintained
How are service organizations responding?
 
Join TSIA Executive Director Thomas Lah as he discusses this challenge with Maria Manning-Chapman Distinguished VP, Education Services Research, Bo Di Muccio Distinguished VP, Professional Services Research and VP, TSIA Advisory Delivery, Vele Galovski VP, Support and Field Services Research, and George Humphrey, VP & Managing Director, Service and Delivery Research and Advisory.
 

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Publish Date: October 29, 2021

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