Len VanderHulst

In today’s business world where employee engagement and company culture are paramount to success, many organizations find themselves grappling with outdated, hierarchical structures that stifle innovation and growth. This panel session brings together visionary leaders who have successfully navigated the treacherous waters of cultural transformation, shifting their companies from authoritarian, top-down management styles to vibrant, soulful organizations built on accountability and transparency.

Our panelists will delve into:

• Identifying the signs of a toxic "shut-up and do it" culture and its impact on productivity, innovation, and employee retention
• Strategies for initiating and sustaining large-scale cultural change, even in the face of resistance
• The critical role of leadership in modeling and championing new cultural values
• Implementing systems and processes that foster accountability and transparency at all levels
• Techniques for infusing "soul" into company operations, from decision-making to daily interactions
• Measuring the impact of cultural transformation on business outcomes and employee satisfaction

Attendees will gain invaluable insights into the challenges and rewards of cultural metamorphosis. This session is designed for leaders who are ready to challenge the status quo and create workplaces where employees feel valued, heard, and inspired to contribute their best.

Join us for a practical facilitated discussion with your peers about proven ways to boost productivity in your service organizations. 

The era of one-size-fits-all service is over. Today's customers demand personalized experiences that address their specific needs and context. This dynamic panel discussion will explore how leading organizations are leveraging data and technology to deliver the right service, at the right time, to the right customer. 

This session will delve into the practical applications of these key concepts, including: 

• Data-driven personalization: How to collect, analyze, and leverage customer data (including service history, product usage, and real-time data) to anticipate needs and tailor service interactions. 
• Contextual awareness: Understanding the customer's environment, industry, and specific situation to provide relevant and timely service solutions. 
• Technology enablement: Exploring the role of CRM, IoT, AI, and other technologies in enabling personalized and contextualized service delivery. 
• Impact on key metrics: Examining how personalization and contextualization can improve customer satisfaction, first-time fix rates, service efficiency, and revenue generation. 

Our expert panel will share real-world examples, best practices, and actionable strategies for implementing personalized and contextualized service offerings. This session is a must-attend for field service leaders looking to elevate their customer experience and drive business growth.