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How Leaders Can Maximize Customer Value

Learn how leaders can maximize customer value and business growth in 2025 and beyond.

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March 21, 2025

1:00 PM EST / 10:00AM PST

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January 19, 2024

Overview

Challenges

The key challenges addressed include scaling service delivery efficiently, monetizing support services as revenue generators rather than cost centers, and enhancing AI readiness and data utilization for improved customer support outcomes.

Summary

The podcast delves into the evolving landscape of technology support models, examining both the challenges and opportunities faced by organizations as they integrate emerging technologies like AI. With a focus on effective scaling and monetizing support, the discussion highlights the contrasting experiences within the industry, emphasizing a critical need for improved data utilization and strategic alignment to thrive in an increasingly competitive environment.

Key takeaways

Tale of Two Cities:

Organizations are experiencing contrasting realities, with some facing layoffs while others seek to expand their workforce amidst economic uncertainty.

Scaling Service Delivery:

The need to scale operations efficiently is paramount due to cost pressures and a growing reliance on AI technologies.

Monetizing Support as Differentiator:

Support should be viewed as a strategic asset rather than a cost center, helping drive revenue through proactive customer engagement.

State of Data Utilization:

Many organizations struggle with data management and product telemetry, which are essential for maximizing AI benefits and enhancing customer support experiences.

AI Readiness:

Companies must assess their preparedness to leverage AI to improve processes, emphasizing the importance of data cleanliness and self-service capabilities.

Podcast speakers

Thomas Lah

Executive Director and Executive VP, TSIA

Vele Galovski

Distinguished VP Research and Advisory, Support Services, TSIA

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