ClickSoftware’s exclusive user conference is making its return after a one-year hiatus, and we couldn’t be more excited to meet with customers and prospects in Miami Beach October 22-24 at ClickConnect 2018. There are lots of sessions filled with case studies, success stories, and other useful information, as well as a number of fun filled-events on the agenda. Most of our sessions are customer-led, and we have an excellent lineup of speakers. To make the most of your time at ClickConnect, make sure you don’t miss these five sessions.
- Keynote: Shep Hyken
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of "Amaze Every Customer Every Time," "Moments of Magic ," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution,” and most recently “The Convenience Revolution.” Shep Hyken present on how to deliver an amazing customer service experience that can disrupt your competition and create fierce loyalty.
- Forrester: Prepare for Artificial Intelligence And Automation With RQ, The Robotics Quotient
AI and automation are growing in interest and importance, becoming crucial to logistics and scheduling among other areas. But most companies don’t yet have the competencies needed to maximize the effectiveness of their investments in AI. In this session, Forrester Vice President and Principal Analyst J. P. Gownder will talk about the power of RQ and why investing in it is a prerequisite to succeeding in the maximizing the value of schedule optimization solutions. With RQ, it's never too early (nor too late) to start investing, and this talk will offer tangible steps you can take today.
- Customer Panel: Leading with Service
Join a panel of ClickSoftware customers including Fisher & Paykel, HomeServe, and Stedin to discuss emerging business topics and what it means to lead with service. Hosted by ClickSoftware’s Paul Whitelam.
- Telstra: Market Leadership in a Highly Competitive Environment
Telstra Corporation Limited is Australia's largest telecommunications company, building and operating telecommunications networks, and providing mobile, internet access, pay television, and other products and services. As a leading communications provider, Telstra is constantly under pressure to improve customer service, while increasing the productivity and efficiency of their 4500 field service professionals and 2500 contractors. In order to achieve their goals, they required greater agility from both a business and IT perspective. By moving to cloud-based FSM solution, Telstra can respond to market and competitive dynamics in a fast and nimble manner. Join Telstra’s Keven Allen and ClickSoftware’s Jason Pearce to learn about Telstra’s journey to the cloud, their biggest takeaways, and vision for the future.
- Fisher & Paykel: Reducing Customer Effort—A New Focus for Field Service
Fisher & Paykel designs, manufactures, and supports premium award-winning appliances for homes and businesses across the world. Fisher & Paykel believes in effortless customer experiences, so they provide bi-directional communication, self-service booking, and other customer conveniences to simplify getting service. To continuously improve customer satisfaction, Fisher & Paykel looked to the usual NPS and CSAT scores, and then moved beyond to score customer effort and measure technician experience. Join Fisher & Paykel’s Rudi Khoury and ClickSofware’s Hilla Karni to learn why customer effort is an essential KPI, how they used ClickSoftware solutions to support customers, and what business benefits they realized as a result.
Bonus Can’t-miss Session:
For attendees who plan to arrive early on Monday, October 22, you can attend a workshop focused on engaging employees in the afternoon.
Improving Employee Engagement—Key Elements to Drive a Successful Change
Engaging and satisfying customers requires more than investing in technology. Happy employees are essential to improving customer experience, and engaging them is the focus of this workshop. Participants will consider how employee engagement programs can be implemented at their organizations, and what their impact might be. The session will rely on case studies, data, and interactive discussion, and is presented in conjunction with the Service Council. Join ClickSoftware’s Katelyn Burrill and Service Council’s Greg Gibbs and Chris Gera for this unique workshop. You can register for the workshop here.
ClickConnect registration is open until October 21, so it’s not too late to join us at the Eden Roc Nobu Hotel in Miami Beach for three days of fun, learning, and everything field service. Register to attend.