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Executive Service Roundtable - June 2024

Building Trusted Partnerships in the Digital and Remote Service Era        

Elevating Customer Engagement and Solidifying Service Partnerships 
 

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Below you can find all the information related to the Roundtable of June 2024: Building Trusted Partnerships in the Digital and Remote Service Era.

Here is how you can benefit, without being a member

  • Join the presentations (not the peer discussions immediately afterwards) at the beginning of the Kick-off meetings each month.
  • Join a full Kick-Off meeting (presentation and peer discussion) as a trial before becoming a (free) member.

Become a roundtable member to benefit from:

  • Extended meetings, like Ask-Us-Anything and Deep-Dive meetings, each month.
  • Recordings, slide decks and meeting notes of the meetings.

Become a (free) member of the Executive Service Roundtable

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Join our next Executive Service Roundtable on "Accelerating your customers’  adoption for your advanced services"

Introduction

In the rapidly evolving service landscape, manufacturers are increasingly shifting towards digital and remote service models. This transformation, driven by technological advancements and changing customer expectations, offers immense potential for efficiency and scalability.  

However, it also introduces the challenge of maintaining and enhancing the trust and partnership that are foundational to successful service relationships. 

As we navigate this digital transition, the reduction of traditional, in-person interactions necessitates a reimagined approach to building and sustaining trusted partnerships. The essence of this challenge lies in bridging the 'digital distance'—ensuring that the move to digital channels and remote services does not dilute the quality of customer relationships. 

The Challenge: Bridging the Digital Distance 

The transition to digital and remote services introduces a fundamental challenge: maintaining the depth and quality of customer relationships in the absence of regular, in-person interactions. 

This 'digital distance' can potentially impact the perceived trust and partnership, leading to a disconnect between service providers and customers. 

The Opportunity: Redefining Engagement and Trust 

The transition to digital and remote services introduces a fundamental challenge: maintaining the depth and quality of customer relationships in the absence of regular, in-person interactions.  

This 'digital distance' can potentially impact the perceived trust and partnership, leading to a disconnect between service providers and customers. 

The Solution: A Comprehensive Approach to Trusted Partnerships 

Successfully navigating this digital transition requires a multi-faceted approach—one that encompasses not only technological solutions but also a deep understanding of customer needs and a commitment to customer-centricity.  

This approach involves rethinking our engagement models, enhancing our service portfolios, and ensuring that every interaction reflects our dedication to building trusted partnerships. 

Join us for an in-depth discussion at our upcoming Executive Service Roundtable, where we will explore the following key themes: 

  • Redefining Trust in Digital and Remote Service Models
  • Customization, Integration, and Service Portfolio Development
  • Expanding Engagement Beyond Traditional Contact Points
 

Kick-Off meeting

June 4

Key topics:

Redefining Trust in Digital and Remote Service Models

  • Understanding how the components of trust—credibility, reliability, and intimacy—translate in a digital context. 
  • Leveraging digital tools to enhance transparency, personalize interactions, and ensure security. 
  • Strategies for maintaining and enhancing trust without the benefit of physical presence. 

Customization, Integration, and Service Portfolio Development

  • The importance of customization and integration in fostering true partnerships. 
  • Developing a service portfolio that meets diverse customer needs and facilitates deeper operational integration. 
  • Tailoring service experiences to ensure relevance and value to customers. 

Expanding Engagement Beyond Traditional Contact Points

  • Exploring innovative engagement models that complement traditional service interactions. 
  • The role of account management, customer success management, and advisory services in creating new touchpoints. 
  • Ensuring every interaction adds value and strengthens the customer partnership. 
 

Become a (free) member of the Executive Service Roundtable 

And join this Kick-Off meeting (presentation & peer discussion) on:

June 4, 2024
- 09:00-10:00 CET
- 15:00-16:00 SGT

Reserve a seat to try first

Become a (free) member of the Executive Service Roundtable 

And join this Kick-Off meeting (presentation & peer discussion)  on:

June 4, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

Reserve a seat to try first

You missed both of these Kick-Off meetings on:

February 5, 2024
- 09:30-10:30 CET
- 16:30-17:30 SGT

February 5, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

Our presentations at the beginning of every Kick-Off meeting are accessible to everyone.

The peer discussions after these presentations are for (free) members only.

  • Become a (free) member now to join the full Kick-Off meetings.
  • Or try one full session first - reserve your seat above).

Become a (Free) Roundtable member

I am already a (free) member - this website does not recognise me

View the recording, slides and meeting notes

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Only (free) members have access to recordings of Kick-Off meetings:

  • With a Free Roundtable membership, you will have access to the recording of the Kick-Off meetings you attended.
  • With a Flex Access Roundtable membership, you will have access to the recordings, slides and meeting notes of all kick-off meetings, as well as those you were not able to attend.
Become a (Free) Roundtable member
 

Ask-Us-Anything meeting

June 11

During this meeting, we will be discussing some of the questions that have been submitted by participants beforehand, like:

  • To be decided after the first meeting of this Roundtable

Become an All Access Roundtable member of the Executive Service Roundtable 

And join this Ask-Us-Anything meeting on:

June 11, 2024
- 09:00-10:00 CET
- 15:00-16:00 SGT

Become an All Access Roundtable member of the Executive Service Roundtable 

And join this Ask-Us-Anything meeting on:


June 11, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

You missed both of these Ask-Us-Anything meetings on:

February 12, 2024
- 09:30-10:30 CET
- 16:30-17:30 SGT

February 12, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

Become an All Access Roundtable member

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

202304-how-to-successfully-execute-service-strategy-locked-video-560x315
pending-meeting-slides-locked

 

notes-blocked-560x315  

Become an All Access Roundtable member

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

 

Deep-Dive meeting

June 18

During this meeting, we will be making a Deep-Dive on one or two sub-topics chosen by the participants beforehand.

For the first 30 minutes, we will present best practices and insights, after which we will continue with a 30-minute peer discussion.

We will cover:

  • TBD

Become an All Access Roundtable member of the Executive Service Roundtable 

And join this Deep-Dive meeting on:

June 18, 2024
- 09:00-10:00 CET
- 15:00-16:00 SGT

Become an All Access Roundtable member of the Executive Service Roundtable 

And join this Deep-Dive meeting on:

June 18, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

You missed both of these Deep-Dive meetings on:

February 19
- 09:30-10:30 CET
- 16:30-17:30 SGT

February 19
- 16:00-17:00 CET
- 10:00-11:00 ET

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

Become an All Access Roundtable member

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

202304-how-to-successfully-execute-service-strategy-locked-video-560x315
pending-meeting-slides-locked

 

notes-blocked-560x315  

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Become an All Access Roundtable member

 

Ask-Us-Anything meeting

June 25

During this meeting, we will be discussing some of the questions that have been submitted by participants beforehand, like:

  • TBD

Become an All Access Roundtable member of the Executive Service Roundtable 

And join this Ask-Us-Anything meeting on:

June 25, 2024
- 09:00-10:00 CET
- 15:00-16:00 SGT

Become an All Access Roundtable member of the Executive Service Roundtable 

And join this Ask-Us-Anything meeting on:

June 25, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

You missed both of these Ask-Us-Anything meetings on:

February 26, 2024
- 09:30-10:30 CET
- 16:30-17:30 SGT

February 26, 2024
- 16:00-17:00 CET
- 10:00-11:00 ET

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

Become an All Access Roundtable member

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

pending-meeting-video-locked

 

pending-meeting-slides-locked

 

notes-blocked-560x315  

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Become an All Access Roundtable member

 

Overview of meetings in each monthly Roundtable

Every month, we start a new Roundtable with another theme.

For each monthly Roundtable, we will host 4 online meetings of 1 hour each:

  1. A Kick-Off meeting on the first Monday of the Month.
    We present best practices and practical frameworks, after which we have a peer discussion.
  2. A first Ask-Us-Anything meeting on the second Monday of the month.
    We will discuss a few of the questions that were submitted by participants beforehand.
  3. A Deep-Dive meeting on the third Monday of the month.
    We present a deep-dive on the 1-2 topics participants chose, after which we have a peer discussion.
  4. A second Ask-Us-Anything meeting on the fourth Monday of the month.
    To close the topic, we will discuss a few of the questions that were submitted by participants beforehand.

We run each meeting in two sessions to allow participants from most time zones to participate.

The Kick-Off meetings are for all (free) members.

The other three meetings are only for All Access members.

Check out the differences between the different Roundtable memberships here.

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