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Service Engineering (SE) is perhaps the least standardized and often underutilized discipline in Field Services (FS). Both the definition of the function and organizational approaches vary substantially from company to company. Renewed focus on the customer experience has put SE back in the spotlight as the potential future hub for field service process design, continuous improvement, critical fix support, and FS offer definition. Building a more tightly integrated approach to engineering the FS customer experience will require rethinking how we approach service delivery design and execution, what we measure, and how we achieve a superior customer experience. In this highly interactive workout session, Vele Galovski, VP of Research for Field Services for TSIA, and Randy Mysliviec, President of RTM Consulting, will lead and facilitate a discussion on trends and best practices in Services Engineering.
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Peg Rodarmel, SVP, Subscription Services, Infor
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