September 29 - October 02, 2020
JW Marriott Palm Desert Resort & Spa, CA
Director of Operations, National Services, Digital Energy U.S
Customer Advocacy: Putting Customers at the Heart of Your Business
Thursday, October 1st, 2020
2:40 PM Case Study: Continuous Customer Buy-In and Contract Renewal: Avoiding the Risks of Cancellations by Demonstrating the True Value of Your IoT and Analytics-Driven Models
Jay Byers is the Director of Operations for National Services for Schneider Electric. In his role he has responsibility for service execution and customer experience for Building Automation and Security Services in Schneider Electric’s branches and channel partners throughout the US. His career has been spent in both customer-facing, technology, and back-office leadership roles within the buildings services industry. He brings expertise in IoT and service technology platforms, customer service, and service delivery.
In his presentation, Jay will discuss his role in the execution and growth of EcoStruxure Building Advisor, a comprehensive service offer which utilizes IoT data analytics, digitally connected products, and Schneider Electric experts to deliver a real time service experience for customers.
The session will focus on the customer experience of digitally enabled services and improvements Schneider Electric has realized through formalized Customer Success Management. Key takeaways will include:
-Key performance indicators for proactively managing service success and mitigating risk of cancellation
-How to utilize customer success tools to baseline, identify, and establish best-in-class service (as well as net promoter detractors) within your customer portfolio
-Using customer success data, findings, and best practices to create a fact-based feedback loop with sales, product development, and marketing to refine and evolve your value proposition for your customers