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.

Talent recruitment is only half the battle, keeping them is just as critical. With high turnover rates, rising burnout, and growing skills gaps, organizations must rethink how they support, develop, and retain their frontline workforce. Join this interactive, facilitated discussion to learn how service leaders can build a culture of retention by addressing the real reasons people leave, and creating pathways for them to stay.

Room Leader - David Bishop, Managing Partner, Twin Bishop Strategies, LLC 

Table 1 Facilitator

Ecudemio Gutierrez, Director, Safety, DC Water

Table 2 Facilitator

Buddy Saucier, VP, HVAC & Controls Service Operations BSNA, Johnson Controls

Table 3 Facilitator

Steve Gearhart, General Manager, Service, Gosiger 

Service leaders are up against significant challenges, from leading multi-generational (and non-human) workforces, to needing to drive influence across the organization, telling the data and ROI story of service initiatives in the context of ongoing change. Just how do you lead all of this? How are you prioritizing learning and changing skills on the fly? Join this interactive, facilitated discussion to idea-share with peers on vision, insights and action to lead service as a revenue stream.

Room Leader - David Bishop, Managing Partner, Twin Bishop Strategies, LLC 

Table 1 Facilitator: Brian Key, Director, Service Products, Multivac

Table 2 Facilitator: Yasir Sheikh, Global Head of Applications & Connected Services, Honeywell