4 June 2020 – SGSA Executive Forum

SGSA will be hosting our eighteenth event for executive level support professionals on 4 June 2020. The forum provides an opportunity for you to network with your peers, share best practices, leverage research and discuss evolving trends and issues for the future of the services industry.

The meeting will be structured around short presentations and topics introduced by the attendees. Open discussions will follow that may include how the subject matter could impact technical support operations, how an issue could be resolved, what initiatives may have been tried before and the degree of their success. Following on from the meeting, attendees interested in driving best practices in the topics discussed will be invited to join online forums and attend further meetings. If time permits, delegates will be able to submit additional topics for discussion.

Places at the forum are strictly limited to facilitate productive discussion so we recommend registering early to avoid disappointment.  Click here to reserve your place.

The speakers and topics for the 2019 forum were:

• Matt Seaman
  Executive Director, Consortium for Service Innovation
  Digital Automation and Machine Learning for Technical Support
• Nicolas Protiere
  Proactive Services Owner, PTC
  Proactive, Predictive and Preventative Support Services
• Ian Coles
  Senior Director, Customer Value and Insights, JDA Software
  Building a Customer Health Score
  
• Jennifer MacIntosh
  Senior Customer Experience Executive, Coveo
  Support is a Customer Engagement Strategy not a Deflection Strategy
• Adam Joseph
  Senior Consultant, SGSA
  Customer Success Fundamentals

The Roundtable Discussions proposed by attendees to date include:

• Integrated Multi-Channel Support
  Swarming: The Adaptive Organisation
  Cloud Computing & Other New Technologies in Support
  Career Development & Management
  Staff Retention and Reward
  Next Generation of Customer Experience
  Creating Technical Communities