Service Evolved – Episode 2: Provide a better service experience with XR
How new technologies like extended reality (XR) are helping to improve the employee and customer experience.
Almost all organizations offer some form of customer service, whether it’s in the form of online self-help, customer care call centers, and/or field service. But despite all the modern technologies and channels available today, many still struggle to extract useful insights from their mountains of service data to create a better overall experience. (And some companies still don’t really understand why customers are reaching out for help or service in the first place.) Meanwhile, call center agents are often unable to resolve customer issues on their own, resulting in unnecessary and costly service technician truck-rolls. With service challenges like these, how can organizations provide the kinds of proactive and satisfying experiences their customers expect?
Together with their special guest Barry Givens, hosts Scott LeFante and Dan Cefaratti discuss how modern customer service solutions, paired with intelligent technologies like Azure Machine Learning and AI, can:
Director of Field Service Architecture, Avanade
Scott is part of Avanade’s Digital Sales & Service team and a two-time Microsoft Business Applications MVP. He is an experienced CRM/CE professional and a Microsoft Dynamics expert in Field Service / Connected Field Service, Project Service Automation and Customer Service. Scott is responsible for the successful delivery of Microsoft Dynamics 365 Field Service projects, fostering ongoing relationships within the customer base, Field Service/CRM team management and support.
North America Field Service Lead, Avanade
Dan has 20 years of experience in the CRM, ERP, and Field Service industry. He leverages his expertise to help customers succeed in deploying Field Service solutions by driving best practices and business strategy. He has helped customers transform their business from being perceived as a cost center, to more of a profit center by creating a proactive, predictable process that streamlines the Field Service digital thread. Dan has a strong passion for Field Service and has helped this space innovate with mobility, predictive analytics, mixed reality, and route optimization, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.
Director, Intelligent Contact Center Solutions, Avanade
Barry Givens is the Director of Product Management for CRM at Avanade. He is responsible for developing the strategy and roadmap for a growing portfolio of Microsoft Dynamics CRM-based industry solutions. Prior to joining Avanade, Barry held a variety of positions at Microsoft over a 15 year period. That work included ten years working on Microsoft Business Solutions in R&D, technical marketing and as the global channel development manager for Microsoft Dynamics CRM.
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