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.

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