Date: October 20, 2015

Author: Arnaud Allouche - Hitachi Data Systems

With trends in the market and demanding expectations from customers, market conditions are evolving today at a pace that we never experienced before. This is the all-cloud story about flexibility, cost reduction, time to market, etc. It has brought increased complexity, and customers now want the providers to manage that complexity. So we end up with CS managing that complexity.

How do we efficiently support the new solutions set up to meet customer demands? This session will explain and present how HDS transformed its service delivery organization to enable the growth of the company as well as exceed customer expectations and satisfaction in the new solutions arena.

What will be the next challenge for field customer service with the emergence of big data, IoT, and M2M? Customer service can be a catalyst enabling the growth of IoT and big data. At the end, this transformation is to allow CS to become the enabling factor for social innovation within Hitachi group.

Applicable Disciplines:
Field Services

Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy