• On-Demand Webinar

Customer Experience is one of the most hyped topics in our industry, it’s at the top of business leaders’ agendas, yet few have managed to harness the potential of CX as a brand differentiator. In fact, despite huge investment in dynamic optimization, customer self-service, AI and automation most field service operations are still frustrating customers. So how do businesses revisit their field service model, identify the failing touch points and deliver a great CX?

Led by Field Service Evangelist, Sarah Nicastro of Future of Field Service this webinar uses examples of leading organizations across the world who are transforming their service business with CX as a positive differentiator.

With speaker Mark Brewer, Service Management Industry Director at IFS, this webinar addresses:

  • Mapping your customer journey and what are the critical touchpoints
  • Self-service and knowledge management best practice in field service
  • Top Tips for empowering your support center staff
  • Harnessing AI and automation to delight rather than frustrate
  • How do we arm our field techs for competitive advantage?

Sarah Nicastro
Field Service Evangelist

Sarah brings to IFS over a decade of experience covering the trends, technologies and business drivers that most impact end users of field service solutions from her tenure as Editor-in-Chief at Field Technologies Online. During her time at FTO, Sarah’s mission has been to help field service customers tell their stories. In her new role, Sarah will apply her expertise to translate how IFS solutions can address the challenges and pain points of savvy field service companies.

Mark Brewer
Service Management Industry Director

Mark Brewer is the Global Industry Director for Service Management at IFS. Mark is a recognized thought leader in the industry and has been helping organizations drive business transformation for over 20 years. He has worked for some of the largest service organizations including Coca-Cola, Dell, GE Healthcare and ThyssenKrupp. In March 2017, Mark was named one of the most influential people in field service by Field Service News.