Cheyenne Starks

In an increasingly competitive marketplace, placing the customer at the heart of every decision is essential for service organizations aiming to build loyalty and drive growth. This panel brings together industry leaders to explore how to map the customer journey, identify critical pain points, and develop strategies that consistently exceed customer expectations at every interaction. Attendees will gain insights into implementing a customer-centric mindset across teams and processes, ensuring every touchpoint delivers value and fosters lasting relationships.

Key Takeaways:

•  Learn how to map all customer touchpoints to uncover hidden friction and opportunities for improvement, enabling a seamless and personalized experience.
• Understand how training and autonomy enable employees to act decisively and empathetically, turning challenges into positive customer moments.
• Discover methods to systematically collect, analyze, and act on customer insights to drive continuous service enhancements.
• Shift focus from traditional operational KPIs to customer-centric measures that reflect satisfaction, effort, and loyalty.

As field service organizations grapple with a shrinking talent pool, aging workforce demographics, and rapid technological advancements, this panel will emphasize actionable strategies to bridge generational divides, leverage emerging technologies, and build sustainable talent ecosystems. The discussion will address how cross-generational collaboration can blend institutional knowledge with digital-native problem-solving, fostering innovation in IoT-driven service environments. Panelists will provide frameworks to operationalize these strategies, ensuring field service teams remain resilient amid workforce transitions and technological transformation.

Key Takeaways:

• Utilize AI-driven talent matching and immersive AR/VR training platforms
• Foster cross-generational collaboration
• Develop adaptable workforce models