SGSA will be hosting our seventeenth event for executive level support professionals on 6 June 2019. 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 confirmed speakers and topics for the 2019 forum so far are:
- 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