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The Chief Service Officer Exchange Webinar
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Join Aberdeen's Service Management Research team and key service leaders, scheduled to speak at the CSO Summit 2012, on this interactive webinar to learn about the major themes in service and support in 2012 and beyond. The webinar will also provide attendees with a sneak peek of this year's Chief Service Officer Summit occurring in Boston on Oct 16-17, 2012.
The webinar will feature:
Research data from Aberdeen on the State of Service Management
Live polling on key service business themes
A live Q&A session with a panel of CSOs on a variety of issues:
The state of their service businesses
The key business and economic drivers for service in 2012
The successful initiatives in play from earlier in the year, around:
Service revenue and business growth
Customer experience management
The investments prioritized for the remainder of 2012
An introduction to the 2012 CSO Summit and 'The Science of Service'
To submit questions for the CSO Exchange Webinar, please contact the service management team or use #CSO2012 on Twitter (@Aberdeen_CSO).
About our Presenters:
Sumair Dutta, Research Director, Service Management, Aberdeen Group
As Research Director in the service chain management practice, Mr. Dutta researches and examines how service executives are utilizing technology and streamlining business practices to improve post-sales service and support processes, analytics and management. Through benchmarking and analysis of Aberdeen’s fact-based research, Mr. Dutta examines how best-in-class service organizations are reengineering their service chains for optimum performance and increased profitability.
(email@example.com; 773.857.2123; @suma1r)
Aly Pinder Jr., Senior Research Associate, Service Management, Aberdeen Group
Aly Pinder Jr. focuses on research that explores the best practices and technologies that enable service executives to improve post-sales service and the overall customer experience. Pinder covers topics related to mobile field service, reverse logistics, parts management, and the contact center. He also plays an integral role in maintaining and enhancing the social media strategy for the Service team. Pinder conducts service executive case study interviews to highlight the best practices identified in the service industry while building a community of Chief Service Officers that take part in Aberdeen's research.
(firstname.lastname@example.org; 617.854.5388; @pinderjr)
John Pepper, CEO and Co-Founder, Boloco
John Pepper is the founder and CEO of Boloco (www.boloco.com). Since 1997, the Boston-based family of 18 restaurants & 300 team members serves globally inspired burritos, bowls, smoothies & shakes in locations throughout New England. With locations open in Massachusetts, New Hampshire and Vermont, Boloco expects to have 22 company-owned restaurants operating by year end 2012, including at least 2 in Washington, DC and Maryland. Boloco’s mission (and John's) is to positively impact the lives and futures of its people through bold and inspired food and practices.
Steve Blaz, Vice President, Support Strategy and Enablement, NetApp
Steve Blaz's depth of experience and expertise spans over 25 years of success in the areas of worldwide service and support, strategic partnering and business operations. During this time he has been recognized for accomplishments in driving improvements in customer satisfaction, operational excellence and building high performance teams. At NetApp, his overall responsibility is to develop the global support strategy for NetApp Global Support. He is also responsible for developing and implementing customer support offerings, tools to enhance the customer support experience, and improving process and metrics to help run the global support business.