Greg Wilson

The discussion features distinguished former military veterans who have transitioned to impactful leadership roles across the field service industry. This panel will explore the unique strengths and perspectives veterans bring to field service roles, highlighting best practices for outreach, recruitment, and the development of supportive workplace cultures that foster both employment and mentorship opportunities for veterans.

Panelists Greg, Bruce, Cappy, and Edward will share personal experiences and actionable insights. Topics will include building effective veteran outreach programs, leveraging mentorship to ease the transition to civilian careers, and strategies for cultivating an inclusive environment that values the skills and leadership veterans offer.

In today’s rapidly digitizing service landscape, finding the right balance between technological efficiency and genuine human connection is more critical than ever. This expert panel brings together leaders from across the service industry to explore how organizations can harness the power of automation while preserving the personal touch that builds lasting customer relationships. Drawing on their collective experience, the panelists will share practical approaches for integrating advanced technology with emotionally intelligent service delivery.

Key Takeaways:

•  Discover how leading organizations are designing service models that combine the speed and scalability of AI with the empathy and critical thinking of skilled human agents.
•  Learn why emotional intelligence is a cornerstone of exceptional customer service in the digital age.
• Explore how customer feedback and behavioral data can be leveraged to continually refine the balance between automation and human interaction.