Talent recruitment is only half the battle, keeping them is just as critical. With high turnover rates, rising burnout, and growing skills gaps, organizations must rethink how they support, develop, and retain their frontline workforce. Join this interactive, facilitated discussion to learn how service leaders can build a culture of retention by addressing the real reasons people leave, and creating pathways for them to stay.

Room Leader - Bruce Nelson, Vice President, Strategic Initiatives, HYTEC

Table 1 Facilitator

Ryan Wilson, Vice President, Service, DSL Ltd. Innovative Foodservice Solutions

Table 2 Facilitator

Ecudemio Gutierrez, Director, Safety, DC Water

Table 3 Facilitator

Ira Busman, VP, Customer Service, Okuma America Corporation 

Table 4 Facilitator 

Naimish Rajyaguru, National Service Head, Symphony Limited   

For many service organizations, growth is constrained not by demand, but by how service operations are structured and deployed. Naimish Rajyaguru, National Service Head for Symphony Limited will share real-world examples of how targeted changes to workforce, processes, and service models unlocked sustainable growth in service. Gain perspective on what it takes to scale service-led growth through two pivotal initiatives, including the launch of a rental-based service model that created recurring revenue and an immersive engagement platform that reshaped how customers and partners experience value. Together, these initiatives not only improved operational efficiency but significantly enhanced ROI for service partners while deepening customer relationships.

• Hear lessons learned, including:
• Optimizing manpower without sacrificing service quality through smarter workforce planning role design and performance management
• Enabling a dual service and sales profile that empowers technicians to identify opportunities while maintaining customer trust
• Create recurring revenue streams with innovative offerings that align customer value with predictable income
• Increase partner ROI by standardizing processes, improving utilization, and simplifying service delivery economics