Tim Walker

Head of Field Operations, South Pacific NCR Corporation

Workshops: Monday, 15 April 2019

Monday, April 15th, 2019

9:00 AM Delivering a Better Customer Experience through Field Services: Understanding What Your End User Really Expects

Depending on your organization your end users are either your technicians or your customers. It is therefore understandable that you alter your approach accordingly. In the case of your customer, there is a growing trend towards the uberisation of services and added layer of visibility of end-to-end service delivery. This session will explore how you incorporate a better customer experience that will positively impact your NPS scores.

  • Embedding greater visibility and transparency for your customers: Exploring the use of live tracking for your end-users
  • Up skilling your field staff to adopt a more customer centric approach in service delivery
  • Introducing customer centric KPIs and metrics
  • Leveraging customer centred design to improve your field service delivery
  • Identifying the main fracture points in your end-toend service delivery
  • How do you engage with your customers and capture their feedback in an appropriate manner

Check out the incredible speaker line-up to see who will be joining Tim.

Download The Latest Agenda