Jim Rivest

In today's hybrid business landscape, building rapport with customers is more complex than ever. This workshop addresses the complexities of building authentic customer rapport in a hybrid landscape, where virtual interactions and in-person engagements demand distinct yet complementary approaches. Jim will share proven strategies to foster trust, personalize experiences, and maintain consistency across all touchpoints. With seven years of leadership in customer service innovation, Jim specializes in bridging human-centric engagement with evolving digital tools. At Screen GP Americas, he has pioneered hybrid support models that combine AI-driven efficiency with empathetic, relationship-focused strategies to enhance customer loyalty and satisfaction.

Key Takeaways:

• Implement AI-powered sentiment analysis to adjust tone and response strategies in real-time during virtual interactions.
• Develop protocols to ensure seamless transitions between self-service tools and live support, preserving rapport throughout the customer journey.
• Train teams to read body language, manage high-stakes conversations, and use collaborative tools (e.g., AR demos) to deepen trust.
• Track metrics like repeat engagement rates, referral frequency, and feedback sentiment to quantify relationship-building success.

In an era where service revenue increasingly drives profitability, organizations face critical challenges in aligning isolated departments, harmonizing data ecosystems, and embedding customer insights into revenue strategies. Join our expert panelists- Jim, Ashley, Jatin, and Doug while they discuss how leaders across industries are breaking down barriers between finance, operations, sales, and service teams to unlock hidden revenue potential. Drawing on decades of collective experience in HVAC, medical imaging, industrial automation, and global service delivery, they will reveal actionable frameworks to transform service from a cost center to a profit engine.

Key Takeaways:

• Implement a holistic revenue alignment strategy that integrates service offerings with overall business objectives to drive growth and profitability.
• Foster cross-departmental collaboration and communication to break down silos and create a unified approach to service revenue management.
• Leverage data analytics and customer insights to optimize service offerings, pricing strategies, and delivery models for improved revenue performance.