In our conversations with field services executives, it’s clear that there is a renewed focus on the customer experience and these organizations are well aware of the importance of getting the customer experience right.

The question now becomes how many organizations are actively taking the steps necessary to improve and deliver a superior customer experience that will differentiate them from the competition. Building a more tightly integrated approach to engineering the customer experience is not easy but can be done. It requires rethinking how we approach service delivery design and execution, what we measure, and how we ultimately achieve better customer outcomes.

Please join us for this informative webcast and hear Randy Mysliviec, President and CEO of RTM Consulting, and Vele Galovski, VP of Research for Field Services for TSIA, discuss trends and best practices in designing a superior customer experience. After attending the webinar, attendees should be able to…

  • Understand trends and best practices in how field services teams can build a more holistic approach to the customer experience
  • Explain the potential elements of a Service Engineering function and the role of each in achieving better customer experience outcomes
  • Develop ideas on how to organize, measure and govern your Service Engineering function and their impact on FS customer service
  • Describe how to build better accountability into your cross function ecosystem (Field and customer service, R&D, sales, IT)
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