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.

With the crest of the “silver tsunami” swiftly approaching and a shrinking pool of skilled trade workers entering the market, service organizations must radically reimagine how they attract, engage, and grow new talent. Join this thought-provoking, facilitated discussion to learn how to build a future-ready workforce by embracing modern marketing tactics, strengthening educational partnerships, and creating meaningful talent pipelines that scale.

Room Leader -

Table 1 Facilitator

Rakesh Kumar, President, HSG Laser

Table 2 Facilitator

Adam Gloss, Chief Operating Officer, Impel Companies

Table 3 Facilitator

Table 4 Facilitator