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Conference Presentation

Panel - Make Customer Service Your Growth Engine: Best Practices in Improving the Customer Experience

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It's a known fact that it costs less to keep an existing customer than to find a new one. In Field Services we are on the front lines of creating a happy customer (or not) with each and every incident we respond to. Creating a predictable and satisfying customer experience requires a planned mix of FS processes supported by the right technology and guided by timely customer feedback. In this highly interactive panel session, Vele Galovski, VP of Research for Field Services for TSIA will facilitate a panel to include Randy Mysliviec, President of RTM Consulting, and Derick White, VP of Sales for Service800. The panel will explore insights on trends and best practices for producing the best possible customer experience leading to making FS a growth engine for any company.

Attendees will:

  • Learn the key elements of a focused customer experience strategy and execution for FS teams.
  • Understand how to create a closed-loop feedback mechanism to drive a continuous improvement process focused on the customer experience.
  • Learn how the customer experience leads to greater company growth and how to sell needed investment to implement these strategies.

Presented By:

Vele Galovski

VP, Field Services Research, TSIA

Publish Date: October 17, 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

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