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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 603: Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value

Pete McGarahan  (Senior Director, Workplace and Collaboration Services, First American Financial)

Location: Grand Ballroom 123

Date: Thursday, May 19

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Leading World-Class Teams, Pursuing Service Excellence

Session Type: Session

Vault Recording: TBD

Audience Level: All

In today’s hybrid work environment, service leaders must to be present in the way they lead their teams, partner with IT and business leaders, and provide meaningful, measurable, and valuable services to their employees and customers. In this session, learn the importance of creating a service strategy, getting executive buy-in and sponsorship, and positioning your service organization to deliver industry best practices. Pete McGarahan will provide you with an executable roadmap to assess your current capabilities, identify gaps, and execute an action plan to support your service strategy. You'll learn:
  • How to apply insightfulness, perspective and creativity in formulating your service organization’s strategic service strategy
  • Why it's important to properly align your services with your customer’s needs and expectations
  • How to measure value and success
  • Why partnership, communication, and leadership are essential to getting the desired results