Service organizations are under pressure to deliver higher uptime, faster resolution, and more predictive service while also proving that their model is truly customer centric and outcome based. This session explores how to redesign the structure of your service business, including leadership roles, org design, training paths, metrics, and workflows, so that customer outcomes are defined, enabled, and measured consistently at every touchpoint, from remote support to on site visits.

Ryan will highlight his experience in building people first training and career paths (including "job hopping" across functions) and rebalancing the boundary between engineering efficiency and personalized customer contact so that standardized, effective workflows become a selling point rather than a constraint.

• Structuring service for customer centric, outcome-based service
• Establishing people-first roles, training, and touchpoints
• Redesigning workflows and remote interactions for mutual benefit