Conference Presentation

Transformation Story: Sony Electronics Journey to Achieving Affordable, Quality Customer Support

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The US economy stepped into decline during the late ‘00s with consumer technology companies facing incredible pressures as demand slumped. Tough market conditions increased competition as brands battled to maintain revenue in the quickly-shrinking market and many were forced to report quarterly losses for the first time.

In response to this, Sony Consumer Electronics chose to change their approach to delivering customer support. Sony aimed to maintain high quality service levels and protect the brand while engaging with a partner company capable of guiding them and switching from fixed costs to variable. During this session Sony and Sykes will share the journey and key learnings from making important changes.

In this session you'll learn:

  • When the time is right for change, and how to manage the change process.
  • What should be kept in-house and what a partner can safely provide.
  • Why relationships change as transformation takes effect.
  • How working together delivers additional benefits.

Join Sony's Phil Petescia and Sykes' Nick Sellers for an interactive and engaging look at support service transformation.


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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