Customer satisfaction is no longer just about Net Promoter Scores, it’s about understanding the entire customer journey, how easy it is to work with your team, and whether your offerings truly meet their needs. How confident are you in understanding what is truly important to your customers? Join this interactive, facilitated discussion to explore modern approaches to capturing customer sentiment, including effort scores, targeted satisfaction surveys, and behavioral data. Learn how to match internal KPIs with external perception, uncover blind spots in service delivery, and ensure your metrics reflect what matters most: keeping customers up, running, and loyal.

Getting the right part to the right place at the right time is critical, not just for first-time fix rates, but for equipment uptime, technician efficiency, and overall service profitability. But in an era of fluctuating demand, supply chain disruptions, and tighter truck space, how do you build a smarter, more agile inventory management strategy? Panelists will discuss how service organizations are rethinking truck stock thresholds, spare part pools, and replenishment models to stay ahead of demand, and keep equipment running, including:

• Determining optimal truck stock based on usage patterns, region, seasonality, and technician specialization without overloading
• Balancing cost vs. coverage, making smart trade-offs between inventory carrying costs and service responsiveness
• Defining price optimization strategies that align with customer value
• Using AI, IoT, and connected systems to forecast parts usage and automatically trigger replenishment based on historical and predictive data
• Identifying the KPIs to track to ensure your inventory strategy supports your uptime, cost, and service-level objectives