Videos of London Conference "The Future of Service Management"

The most successful service strategies for the future
Hilbrand Rustema
Noventum Service Management Consultants
Managing Director
 

 "The key to profitable and sustainable growth in the service industry"

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The most successful service strategies for the future
Steve Downton
Downton Service Management Consultants
Managing Director
 

 "Irresistable brands that deliver irresistable service"

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Service as a growth business
Cees Van Wichen
Philips Healthcare
Vice President International Service Division
 

"Brand driven, High Value Added Services in Philips Healthcare" 

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How to deliver, brand driven high value added services
Ray Lawes
Pitney Bowes
Vice President – EAME Service Operations

"Brand creation takes place during customer interaction" 

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Integrating sales and service processes in the service delivery models for the future
Martin Gilday
Getronics
VP global service centres

"The customer ultimately wants a supplier who understand their issues and delivers solutions through which ever medium they prefer, whether it be over the phone, through self-service or    with an onsite visit."   

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Standardisation or personalisation of services
Frank Achterbosch

Crawford Group
VP Service

"Standardisation of service delivery across countries is  the key challenge to customer satisfaction and to sustainable profit margins"


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The new people management in service 
Chris Farnath 
Aspect Software
Senior Director, Customer Support

"A whole new way approach to people management is required if we want to attract and retain the best talent and make it a competitive advantage in service."

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Designing and delivering a consistant customer experience 
Steve Ball 
A & O 
Managing Director UK 

"Delivering a consistant service experience is a complex combination of people's competencies, processes and systems. It can only be achieved through careful design and implementation"

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