Karry Kirchner is the Business Excellence Manager – Digital Industries Service Execution for the Americas. Improving business process efficiencies and helping to make colleagues more productive in their work is a passion in his current role. He has been responsible for internal and customer facing process improvements in the US since 2006. He has supported the implementation of various methodologies (Lean, Six Sigma) and new technologies (AI, Salesforce instances…) in his roles throughout the organization.
Previous experience includes roles in Program Management, Plant Management, Product Development and Manufacturing Engineering in automotive and energy-based organizations.
Tuesday, April 7, 2026
2:40 PM Track B: Workshop: Value Stream and Customer Journey Mapping to Deliver Unmatched Service Experiences
Exceptional customer experience is a differentiator for service organizations. By mapping the value stream and customer journey, service organizations can unlock growth, loyalty, and operational excellence from the moment a phone rings to the point of service resolution and beyond. Find out how to track the right KPIs across tech support, spare parts, and technician touchpoints, build a real-time, 360-degree view of the customer, and transformed visibility into action. Gain best practices to help you:
- Identify and connect KPIs across the customer journey, including field service, spare parts, and support to uncover friction points and drive continuous improvement
- Build the 360° customer view, gathering, aligning, and activating the data that gives teams timely insight to communicate effectively and resolve issues faster
Check out the incredible speaker line-up to see who will be joining Karry.
Download The Latest Agenda