Gary York, CEO of HelpLightning is our guest to talk about Merged Reality...in this episode we discuss the capabilities, value and experience you can leverage to dramatically improve your service delivery, CX, ease of engagement while delivering more uptime to your customers. If your looking for ways to better connect with your customer, improve first time fix rates, deliver skilled service techs faster...then this is a discussion you can't afford to miss. Listen, Use and Share!
Join me in a conversation with a remarkable service leader Charles Hughes, Vice President of Technical Site Services for Acuative. Charles leads a team that delivers world class technology solutions, including field service support, project implementation, and IT solutions designed to enable success across the customer base. He is responsible for driving continuous improvement in service delivery and creating value for customers in retail, banking and enterprise markets. He has a long record of success leading transformational initiatives at Fortune 50 companies and small business alike. He is a strong advocate for using financials, metrics and leveraging technology to help manage the business. He sees these as critical tools in creating a culture where field service professionals can thrive and enjoy sustainable success. He has developed a strong reputation for driving down costs and improving service levels.
In today's conversation we focus on the Future of Work. We discuss trends towards outcome-based experiences and customers real-time connection with their equipment and providers. We also discuss how companies can take a strategy of delivering service through its People (Generational Differences), Technology (Accelerating Innovation), Process (Change Management) and Data (Big Data), and consolidate that into regular and consistent innovation across their organization, leadership teams, customers and the market they're serving.
I recently spoke with People Scout on their "Talking Talent Podcast" and had the opportunity to discuss challenges and opportunities facing Field Service Leaders related to attracting (and retaining) top talent.
We saw in our Service Council 2019 Service Leaders Agenda research that Workforce & Talent Shortage had 58% of the responding leaders selecting it as their #1 challenge. Spend 30 mins with our discussion and share your thoughts with the community...its a challenge that we should be solving collectively.
Join us at the 2019 Smarter Services Symposium (Sept 16-18th) where we will be hearing from an esteemed group of Global Service Leaders and diving deep in workshops on this topic and others intended to help you deliver improved results for your organization and customers.