SLN Virtual Experience Exchange: The Data Savvy Service Professional – 18 Feb 2021

As part of the Service Leaders Network, we are organizing a Virtual Experience Exchange on Zoom for a limited number of service professionals on Thursday 8^th April 2021 at 15:00 CET. To register for this small but highly interactive discussion, use this link to Eventbrite

All managers face the challenge of integrating data and knowledge solutions into their business processes. Whether that be managing performance indicators, managing service engineer capabilities, or advanced analytics to identify sales opportunities, the reality is, however, that very few have been trained in this process. Most figure it out based on gut feel and common sense, but this often leads to sub-optimal results. Many, if not most, have experienced the website that fails to deliver customer experience, the SharePoint project that costs a lot but does not produce results, or KPIs that simply can not be measured across the organization. All these types of challenges come about because the manager has not paid attention to one of 4 key success factors.

1. Purpose

2. Data Architecture

3. Processes & Tools

4. People

Our goal is to have an open discussion based on work recently completed within one of our Service Leaders Network collaboration projects where we developed a Knowledge & Data Implementation Framework. It is a chance to talk with peers in small groups, to explore how they successfully implement data and knowledge solutions.

The discussion will be about 75 minutes with the following agenda:

• An overview of the Framework by Nick Frank
• Facilitated discussions in smaller groups to share experiences
• Plenary and wrap up

To prepare your thoughts, do a quick self-check by trying our 3-minute assessment with just 4 questions by following this link

This discussion is part of our Service Leaders Network (SLN) roundtable series.