Service Council?

This time of year, we’re reminded of the importance of community. Thank you for being a part of ours! We are grateful for your ongoing support and would like to wish you a season filled with joy, laughter and memorable moments.

As service leaders head into 2025, many have a similar question on their mind: What will the new year hold for customer expectations? The research shows that challenges around customer experience (CX) continue to grow for service leaders. According to the 2024 Service Leader’s Agenda, 41% of respondents said that changing customer expectations would have the most significant impact on their organization, a staggering 12% increase from the previous year. Additionally, troubling reports from Forrester found that CX quality hit an all-time low in 2024. As customers increasingly demand hyper-personalized, seamlessly integrated, omnichannel experiences, how can service leaders anticipate those needs, shape the experience and deliver exceptional outcomes at every touchpoint? Join the inService? Podcast Live on Thursday, December 5th at 12PM EST, as Chris Dexter, Cisco’s Vice President of Customer Experience, stops by the studio. He’ll discuss Cisco’s bold, omnichannel approach, including autonomous remediation and virtual engineer bots, that is propelling CX to Best-in-Class standards and delivering exceptional outcomes regardless of channel engagement. We’ll also explore how CX trends and best practices might be evolving in 2025 and analyze ways in which data, people, process and technology can be operationalized to rise to the occasion. With over 25 years of industry experience, Chris Dexter is responsible for ensuring exceptional results and the ongoing evolution of Cisco’s industry-leading Technical Support. Chris has a long record of building and leading successful global teams, delivering operational excellence and strategic business transformation. As an influential innovator, he is responsible for developing disruptive new concepts relating to customer value, productivity, efficiency, and service delivery quality. He is also a featured industry speaker and panelist, discussing the role of analytics, automation, and cognitive systems in service delivery. #podcast #cisco #customerexperience #cx #service

As service leaders turn their attention to 2025, many are already anticipating the challenges the upcoming year will bring. Staying ahead will mean making strategic, data-driven decisions. Join us as we reveal the summary findings from our annual KPIs and Metrics survey. We'll look the top KPIs and metrics service orgs are focusing on, how they're shaping business strategies, what attainment looks like for the Best-in-Class service organizations and more! #service #supplychain #kpis #metrics #research

In this season of Thanksgiving, one of the things that all successful companies and leaders should be thankful for is the great teams that drive their success. When you can, you should recognize that hard work publicly. Luckily, we get to do just that today by happily announcing Lauren Wheir Slater's promotion to Vice President of Marketing of Service Council! Congratulations, Lauren, you are vital to our efforts in so many ways, and we look forward to your continued growth and all the wonderful plans we have for the future!

Sustainability is becoming an indispensable part of corporate strategy for many companies. In 2022, 96% of the companies in the S&P 500 Index published sustainability reports, while this figure in 2011 was merely under 20% according to the Governance & Accountability Institute. Has this represented a transformational shift in the definition of strategic priorities, the allocation of resources and the strategic differentiators? Or is incremental reporting simply checking a box? Join the inService? Podcast Live on Thursday, November 21st at 9am EST, as Dr. Arzum Akkas, stops by the studio. Pulling from her professional experience and her academic expertise, she’ll share her perspective on how multiple practices across the supply chain can reduce an organization’s environmental impact while accounting for the necessity of building a business case. Arzum Akkas is an associate professor at the Isenberg School of Management, UMass Amherst. She holds a Ph.D. in Engineering Systems and a Master’s degree in Supply Chain Management from MIT. Before becoming an academic, she worked in industry for 8 years as a management consultant at the strategy and operations firm Archstone Consulting, an operations manager at PepsiCo, and a business systems consultant preselling and implementing solutions of the supply chain software Blue Yonder. Her research has been published at leading academic journals including Management Science, Manufacturing and Service Operations Management, and Production and Operations Management.

Tune in to the inService? Podcast Live this morning at 9am EST as Supply Chain expert, Dr. Arzum Akkas, shares her perspective on how multiple practices across the supply chain can reduce an organization’s environmental impact while accounting for the necessity of building a business case: https://lnkd.in/g9i_QmKq #supplychain #sustainability #service #inservice #podcast

Supply chain and service leaders, don't miss the next episode of the inService? Podcast Live on Thursday, November 21st at 9:00am EST, as supply chain expert Dr. Arzum Akkas, stops by the studio. Pulling from her professional and academic expertise, she’ll share her perspective on how multiple practices across the supply chain can reduce an organization’s environmental impact while accounting for the necessity of building a business case. #supplychain #service #sustainability #podcast

Did you know that RL People and Service Council have partnered together to help service leaders tackle their worker and talent challenges? If you are interested in learning how we can help support your organization’s or individual talent journey, please get in touch: https://bit.ly/3CEIXje

When considering disruption in the service industry, we often think of large-scale changes, such as moving to predictive models or treating services as profit centers. These macro-level shifts are essential for transformation, yet what sets leading organizations like TOMRA and ACCO Engineered Systems apart is their focus on micro-level changes as well?? https://lnkd.in/gpwprpHZ #smarterservices #IFS #ACCO #TOMRA #innovation #data

Sustainability is becoming an indispensable part of corporate strategy for many companies. In 2022, 96% of the companies in the S&P 500 Index published sustainability reports, a whopping 76% growth from 2011. Has this represented a transformational shift in the definition of strategic priorities, the allocation of resources and the strategic differentiators? Or is incremental reporting simply checking a box? Join the inService? Podcast Live on Thursday, November 21st at 9:00am EST, as supply chain expert, Dr. Arzum Akkas, stops by the studio. Pulling from her professional experience at companies like PepsiCo, and her academic expertise at the University of Massachusetts Amherst and Massachusetts Institute of Technology, she’ll share her perspective on how multiple practices across the supply chain can reduce an organization’s environmental impact while accounting for the necessity of building a business case.