- This event has passed.
Please note this event is scheduled for Wednesday and Thursday at:
- 8:00-11:00 Eastern Standard Time
- 14:00-17:00 Central European Time
After registering you will receive a calendar invite for each day.
The value of Support / Service organizations is transforming faster than ever with advancing automation and digital knowledge delivery powered by AI solutions. Register to join us for an exploration on how shifting demand and knowledge work is evolving measures and what impact this might have. We will hear from Member companies on their learned experiences and have time for open discussion.
Agenda
(Central European Time / Eastern US Time)
Wednesday 5 November
- 14:00 / 8:00 am – Welcome & Introductions
- 14:45 / 8:45 am – Shifting Demand: Value, People, and Contribution – Matt Seaman, Consortium
- 15:30 / 9:30 am – Break
- 15:45 / 9:45 am – Measuring Online Success at PTC – JC Coynel, PTC
- 16:45 / 10:45 am – Discussion & Wrap Up
- 17:00 / 11:00 am – Adjourn
Thursday 6 November
- 14:00 / 8:00 am – Welcome Back & Reflections from Day 1
- 14:15 / 8:15 am – Measuring Support AI Agent Health – Matt Seaman, Group Discussion
- 15:00 / 9:00 am – Break
- 15:15 / 9:15 am – Calculating the Financial Shift from Assisted Support to Digital Support – Christina Roosen, Consortium
- 16:00 / 10:00 am – A Healthy Metrics Model for KCS+ – Kelly Murray, Group Discussion
- 17:00 / 11:00 am – Adjourn
KCS and Intelligent Swarming are registered service marks of the Consortium for Service Innovation. By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.