Aberdeen 2011 Chief Service Officer Summit Post Event Webinar

 
 
 
Join Aberdeen on November 18th at 2pm EST for a live recap of the key takeaways and learnings from the annual Aberdeen 2011 Chief Service Officer Summit, which took place in Boston, October 12-13, 2011.

Your hosts Sumair Dutta, Research Director and Aly Pinder, Jr., Senior Research Associate of Aberdeen's Service Management Practice, will share the primary themes of the event, key recommendations from all of the presentations, and data points collected from Summit attendees.


About our Presenters:


Sumair Dutta, Research Director, Service Management Practice, 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. In recent years, more companies are abandoning traditional cost-centric approaches to their service portfolios and are placing strategic revenue and profitability mandates on their service operations. Mr.Dutta is currently analyzing this transformation as it relates to traditional finance roles and is looking to uncover how corporations will enhance financial visibility into their post-sales service activities.


Aly Pinder, Jr., Senior Research Associate, Service Management Practice, Aberdeen Group
Mr. Pinder 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. As Mr. Pinder continues to support the overall service practice and work on the state of the market research he continues to build out his coverage areas focusing on reverse logistics, parts management and warranty management.