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 

As service organizations undergo massive transformation fueled by AI adoption, mergers and acquisitions, and evolving customer demands, organizational development has become a critical success factor. Join this interactive, facilitated conversation to explore how service organizations are rethinking their structures, aligning central and local operations, and building the flexibility required to adapt without losing efficiency or focus.

Room Leader - Laurie Battaglia, CEO, Aligned at Work® 

Table 1 Facilitator

Ken Marsh, Manager, National Service, Marmon Foodservice Technologies

Table 2 Facilitator

Jayda Nance, AI Accelerators Program Owner, IBM

Table 3 Facilitator

Maor Vered, Global Service Director, IMS Services