Speakers

Mark Brewer

Global Industry Director for Service Management, IFS

A recognized thought leader in the industry, Mark has been helping organizations drive business transformation for over 20 years. From bringing Service Lifecycle Management solutions to market with Servigistics to introducing Connected FSM to the marketplace with IFS, Mark has worked with some of the world’s 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.

Session Track: Service Transformation

Tuesday, June 11 1:15 PM - 2:00 PM 103

ST243B - Customer Experience: The Journey From Good to Great

Shaped by expectations from the consumer world, complex business-to-business service delivery is a critical competency for today’s successful organizations, irrespective of industry sector. How your service experience is perceived by your customers, its impact on their perception of your brand and ultimately on their propensity to purchase from you is a business-critical issue not confined purely to the service organization. In this session, Mark Brewer from IFS will share insights and best practices from customer organizations who have placed their customers at the heart of their service management strategy - successfully charting the journey from good to great customer experience.

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