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The Customer Edge with Game Changers, Presented by SAP

The Customer Edge with Game Changers, Presented by SAP

Wednesday at 12 Noon Pacific

October 22nd 2014:Special Encore Presentation: Ultimate Makeover: Field Service Reps into Customer Ambassadors

The buzz: Field service. Does your company consider field service a cost center, with an eye on minimizing costs while delivering exceptional customer service? News flash! Successful companies are evolving their customer engagement strategies, using field service reps’ front-line interactions as a critical touch point in strengthening customer relationships and driving new revenue opportunities. Ready for a makeover? The experts speak. John Ragsdale, Technology Services Industry Association: “In many companies, field service is the last organization in desperate need of a complete overhaul.

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Featured Guests

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John Ragsdale

John Ragsdale is vice president of technology and social research for the Technology Services Industry Association (TSIA). He drives TSIA's technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders. Prior to TSIA, John was vice president and research director at Forrester Research. During his career, he has held development, product management and marketing positions at Clarify, Answer Systems, Platinum Technologies, Nortel Networks and other companies. He has been involved in customer service throughout his career, including over 10 years managing both the internal and external customer support or
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Hansen Lieu

Hansen Lieu is a Director of Product & Solutions Marketing at SAP. He has over 22 years of experience in the software industry, in development, implementation, product management, and marketing. In the last 14 years, he has been focusing on mobility, CRM, and particularly solutions for customer service. In his current role, Hansen is responsible for thought leadership, social media marketing, go-to-market strategy, and execution on the topics of analytics, social media, and customer service. Prior to SAP, Hansen spent about six years at Siebel Systems as product manager, building the first generation mobile infrastructure and applications. Before that, he worked at Oracle as a technical co
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Sumair Dutta

Sumair Dutta is the Chief Customer Officer for The Service Council™ (TSC). In this role, Sumair is responsible for new member acquisition, member engagement, community expansion, as well as the development and expansion of TSC’s Smarter Services-oriented research agenda and portfolio. These research tools will provide service executives the ability to benchmark their operations and also provide guided insight to improve service organization performance. Sumair will also play a key role in building out TSC’s community platform focused on becoming the single source of information and networking for service executives globally. Prior to TSC, Sumair led Aberdeen’s Customer Experience and Servic
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https://www.voiceamerica.com/show/2369/the-customer-edge-with-game-changers-presented-by-sap The Customer Edge with Game Changers, Presented by SAP https://www.voiceamerica.com/show/2369/the-customer-edge-with-game-changers-presented-by-sap The buzz: Field service. Does your company consider field service a cost center, with an eye on minimizing costs while delivering exceptional customer service? News flash! Successful companies are evolving their customer engagement strategies, using field service reps’ front-line interactions as a critical touch point in strengthening customer relationships and driving new revenue opportunities. Ready for a makeover? The experts speak. John Ragsdale, Technology Services Industry Association: “In many companies, field service is the last organization in desperate need of a complete overhaul. Multiple industry drivers, including mobility, social, and retiring baby boomers, are forcing field service teams—sometimes kicking and screaming—into the 21st century.” Sumair Dutta, The Service Council: “In order to be great, you’ve got to be bad.” (Prof. Frances X. Frei) Hansen Lieu, SAP: “Don’t be Kramer’s cable guy!” Join us for Ultimate Makeover: Field Service Reps into Customer Ambassadors. VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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