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Move beyond numbers to showcase trust, scale, and revenue impact.
It’s time for leaders to reposition as a company-wide source to grow revenue and trust.
Takeaways
- Visible Value: Connect support activity to business outcomes that executives care about. Shift to a holistic view of the entire demand chain, capturing value where it actually happens.
- Beyond Deflection: Expand to Case Interception by quantifying the hidden wins that traditional dashboards fail to capture.
- Translation Layer: Bridge the gap from operational metrics into executive language like revenue impact, risk reduction, and customer trust.
- Storytelling Framework: High-impact ways to build trust in people, organizations, and systems.
- Measurement Playbook: Guidance for developing meaningful measures that drive change.
Who Should Attend
- Support & Success Leaders: Those who want to reposition their teams from cost center to Value Engine by providing actionable business intelligence.
- Knowledge & Governance Leads: Anyone responsible for Scale and Quality who needs to translate technical health into stakeholder-ready ROI.
- AI and Automation Owners: Leaders navigating the intersection of Trust, Systems, and Human Capital during the transition to AI-supported operations.
Cost
Zoom connection info will be sent before the event. Sessions will be live with interactive chat. Recorded replay and Measurement Transformation Playbook will be sent to all who register.
- General Admission: $125
- Consortium Members: Included in annual Membership
Agenda
All times Pacific
- 8:00 AM: Welcome & Introductions
- 8:10 AM: Foundation for Value
- Why traditional support-focused metrics no longer tell the whole story | Matt Seaman, Consortium for Service Innovation
- 9:00 AM: Storytelling in Practice
- Turning operational data into meaningful narratives | Christina Roosen, Consortium for Service Innovation
- 9:45 AM: Break
- 10:00 AM: Organizational Transformation
- Transitioning Support from a Post-Sale Cost Center to an Engineering-Integrated Driver of Product Quality | Travis Myers, JLG
- 10:45 AM: A New ROI Model
- Securing Executive Funding for AI | Laurel Poertner, F5
- 11:15 AM: Q&A and Wrap-Up
- 11:30 AM: Adjourn
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