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2018 Smarter Services™ Symposium

September 17-19, 2018     Chicago, IL USA
Why?
Learn from thought leaders. Network with your peers. Collaborate to address business problems and opportunities in a workshop environment.
Who?
Business Executives involved in functions of Services, Customer Experience, Customer Management, Customer Support and Service.
Where?
Westin Chicago River North
Chicago, IL, USA
Reserve a Room
When?
Monday, September 17 - Wednesday, September 19, 2018
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Guest Speakers


A Culture of Care (In Your Company, In Your Community)
Ron Kaufman
Best-selling Author, Uplifting Service
The Experience Economy: Work is Theatre and Every Business is a Stage
Joseph Pine II
Best-selling Author, The Experience Economy
Humanity's Role in Customer Experience Management
Paul Jones
CEO, LUX Resorts & Hotels
Connecting the Digital & Human Experience
Yuni Lee
Design & Strategy Lead, IDEO
Caring for Your Most Important Asset (People)
Greg Bottom
SVP Service, thyssenkrupp AG
Employee Listening & Engagement
Vanessa Ward
Director of Guest Services, Chicago Cubs
Employee Care = Customer Care
Corey Ward
VP EHS, KONE Corporation
Smarter Services™ Leadership
Richard Horrigan
Sr. Director, Tech Solutions Center, Siemens Healthineers

2018 Theme: Service is Humanity

What role does humanity play in service? At the 2018 Symposium we look to address this question. As automation and intelligence invades every part of the service delivery process and encroaches on the experience delivered to customers, differentiation in service is delivered by personal connections. These connections stem between service leaders and employees, service businesses and their partners, between service employees, and most importantly between service personnel and their customers. Ease and Effort will be expected in service delivery. Empathy and Experience will elevate the dialog. Those attending the Symposium will engage in keynote level discussions centered around our event theme and then be able to participate in discussions and workshops around:

Field Service

Customer Experience

Service Parts Management

Service Workforce Empowerment

Service Business Growth

Intelligent Service Operations

Service Innovation

Customer Lifecycle Management




Reasons to Attend

The Symposium provides an invaluable opportunity to meet and network with Services, Customer Experience and Customer Management Executives in an environment conducive to advancing Executive relationships. Guests will benefit from the following:
  • Keynote Sessions
  • Executive Panels
  • Research Tracks
  • Breakout Sessions
  • Transformational Case Study Workshops
  • And more...



Previous Speakers


Defining & Delivery Customer Success
Ron Kaufman
President, UP! Your Service
Case Studies in Failure: The Cost of Recovery
Rusty Walther
VP, Global Escalations & Customer Experience, Hewlett-Packard
Creativeship and the Pillars to Prepare You for the Next Wave of Service Worker
Bob Kelleher
Author, Creativeship
Building a Customer-Centered Service Culture
Bob Johnson
President, Sprint Retail and Chief Service & IT Officer, Sprint
Uncommon Service
Frances Frei
UPS Foundation Professor of Service Management, Harvard University
Understanding Customer Effort: Innovative Tools to Enhance Insight into Customer Preferences
Mark Groveunder
VP, Customer Service Pan-American Region, Acer
Value Added Services: Make Service Better For Your Clients
Ivin Smith
VP, Customer Service and Worldwide Technical Support, Document Messaging Technology, Pitney Bowes
Why Customer Experience & Loyalty Matter in a Transactional Engagement Model
Renee Cacchillo
Vice President, Service Delivery, Safelite


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