Franklin Maxson

Reviewing and recalibrating your service workflows periodically ensures your customer journey is logical and frictionless to the customer. Ensuring seamless integration of automation tools that empower both your team and customer interactions is a vital piece of the puzzle.

Session highlights include:

• Redefining the customer journey: Explore how evolving customer expectations necessitate a holistic reevaluation of service workflows. Learn to align processes with customer touchpoints for a seamless, personalized journey.
• Strategic automation integration: Discover the art of selecting and integrating automation tools to enhance efficiency and customer engagement. Gain insights into evaluating tools that resonate with your organization's unique needs.
• Change management and adoption strategies: Uncover proven approaches to drive successful automation adoption. Navigate potential challenges and learn to rally your team behind transformative changes.
• Enhancing customer-centric workflows: Learn techniques to design workflows that prioritize customer needs and how streamlined processes directly translate into enriched customer experiences.
• Measuring Impact and Iteration: Understand key metrics to assess the success of your transformed workflows so you can continue to fine-tune and perpetuate an evolving cycle of improvement.

Panelists will share their invaluable insights on how to adapt, innovate, and chart a course toward exceptional customer-centric service. Join us to navigate the transformative intersection of automation, workflows, and customer journey excellence.

The safety and the well-being of service technicians and engineers is critical to the success of any service organization. However, many companies overlook the connection between personal health and on-site worker safety. This session will explore the importance of physical and mental health in improving operational safety and reducing on-the-job accidents. 

Attendees also will learn about new and simple processes, programs and technology tools to support field service technician health and safety compliance.

You will also gain insights into how a focus on safety can improve operations, reduce costs associated with accidents and injuries, and enhance overall job performance.