Customer needs are evolving alongside macro-level shifts and service organizations must keep up, or risk being out of alignment with customers. By mining service history and mapping data, today’s service leaders can uncover what customers truly value, and stop spending time on what they don’t. Panelists will discuss the power of data mining service history to uncover predictive insights, track shifting needs, and eliminate non–value-add activities that drain resources. Find out how to moved beyond relying on individual technician opinions to building fact-based, customer-centric service strategies that boost efficiency, reduce waste, and strengthen relationships, including:

• Turning service history into growth strategy by mining and interpreting historical data to identify patterns, predict needs and plan proactively
• Leveraging geo-contextual intelligence to fine-tune service delivery and anticipate challenges
• Identifying and removing low-impact activities for FSEs to focus on what customers actually care about
• Tracking and adapting to shifts in customer needs without guesswork and overservicing using dynamic customer profiling 

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 -

Table 1 Facilitator: Anthony Billups, President, Premistar

Table 2 Facilitator: Jacob Kulzer, Vice President, Operations, North America Pest Elimination, Ecolab

Table 3 Facilitator: Michelle Vaccarello, VP, North America Services, Diebold Nixdorf

Table 4 Facilitator