Today is our final day of Technology Services World in Las Vegas. There are so many hot topics at the event this year, including Customer Success, Expand Selling (ExS), and the Internet of Things (IoT). I think looking at the top attended sessions is a great way to see where the most interest exists, as conference attendees vote with their feet on the topics they care the most about. Here is a look at the five top attended sessions from yesterday.
A Data-Driven Life Cycle Approach to Grow Your Top Line and Retain More Customers
This session, presented by Rob Schlanser, Senior Director, Sales with ServiceSource International, Inc., discussed how the use of data and technology to segment customers into high-touch and low-touch outreach is crucial to drive efficiency and scale, while growing your top line. Examples were provided of how Fortune 1000 companies are efficiently and effectively managing the revenue life cycle with automation.
10X: From Service Offers to Solutions and Outcomes
In this session, Tom Schmidt, director of Portfolio Management at Cisco, described how to transition from the development of discrete services to the development of solutions that enable customer outcomes. He covered the key strategies and steps necessary to create service solutions and outcome-based offers, demonstrating the use of outcome value chains.
Enabling Customer Success through a Proactive and Responsive Support System
Enabling a proactive support experience is a key trend in the industry, and customers are not only willing to pay for it, but demand that level of service. In this session, Joey Fister, Senior Director, Emergency Recovery; and Dale Gundy, Director, Services, shared how Avaya has identified and responded to opportunities to provide proactive services. The presentation included issue identification, approach to resolution, implementation, and results from several use cases.
Social Media for Customer Support: Sony PlayStation’s Journey
Breakout sessions on social always attract a crowd, and this session, presented by TSIA Partner Advisory Board member Nick Sellers, Senior Director, Strategy and Marketing for Sykes Enterprises; and Catherine Jensen, VP, Customer Experience, Sony Computer Entertainment, was no exception. No surprise, Sony PlayStation gamers are a demanding community. PlayStation uses social media to engage with gamers, so it should be no surprise that they use social media when looking for support. Playstation’s use of social networks satisfies customer demands but is also a big part of a strategy to change the way that support is provided.
Support, Service, and the Looming Internet of Things
This was the session I heard the most buzz about yesterday, presented by one of my favorite webinar co-presenters and TSIA Partner Advisory Board member, Peter Zeinoun, Director of Products, LogMeIn; and TSIA member and partner, Ratul Sengupta, Vice President, Client Engagement, Sutherland Global Services. The Internet of Things (IoT) has huge potential as a change agent for your business, specifically how customers will interact with your products, services, and company. Peter and Ratul discussed the potential impacts to support and service from the coming ultra-connected world.
I spent the majority of yesterday in a meeting room doing 13 back to back 1:1 meetings with members and partners, discussing knowledge management, machine learning, logistics and parts management, analytics, self-service portals, communities, professional services automation (PSA), and more. Stay tuned after TSW for my post-conference writeup on “What I heard at TSW,” listing top trends and issues I heard in meetings this week.
Today at TSW we have a couple of rounds of breakout sessions, including “Transform Your Organization by Building ‘The’ Meaningful Metrics Dashboard,” a panel discussion I am participating in along with Phil Verghis, CEO of Klever, and Judi Platz, TSIA’s VP of Research for Support Services. Hope to see you there at 11:30! After that we have our closing luncheon and STAR Awards Gala Celebration!
If you have any questions or comments, you can post them here or drop me an email. As always, thanks for reading!
About the Author
John Ragsdale is vice president of technology and social research for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.
In 2012, Ragsdale released his first book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry. Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Lessons Unlearned helps support managers, company executives, and even customers improve service interactions.