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Field Service USA 2014 (past event)

April 20 - 23, 2014

Omni Hotels & Resorts, San Diego, CA

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Sandra Fornasier, Global Director at Ciena
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Sandra Fornasier


Global Director
Ciena

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

Download The Latest Agenda

Performance Workshop Day

Tuesday, August 4th, 2015


13:30 Taking Ownership Of Customer Experience

Today’s service organizations are faced with the challenge of taking ownership of their customers’ experience. While omni-channel interactions are helping the field meet customer time and place demands, there is higher risk for inconsistency in customers’ lasting impressions. If we evaluate service delivery through the lens of consistency and value, how would our customer experience shift? The purpose of this workshop is to assess the current “ownership state” of our service channels and determine ways to create even more value for our customers.

Main Day One

Friday, September 4th, 2015


17:05 Panel Session: Identifying Areas Of Extra Value For Customers To Maximize Retention And Customer Loyalty

  • Determining how to add value beyond great service to your customers
  • Ensuring your customers evaluate the service experience beyond cost
  • Driving end users to relinquish self-service
  • Leveraging service offerings that competitors are unable or unwilling to offer