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Webinar: Products, Product Entitlements & Customer Service Optimization

One view of customer service defines it as “a direct one-on-one interaction between a consumer and company representative, commonly engaged when a consumer is buying a product or service.” In reality, customer services are not constrained to people-delivered offerings, especially as AI takes over more roles previously performed by people. A second misconception in the above definition is that services are realized primarily during product acquisition. In the service industry in particular and all industries in general, most services are sought after and delivered post-acquisition. Consider bank customers obtaining money, paying off a loan, or correcting an account, or a transportation company delivering services to ensure that the customer and/or their shipment gets to the right place in a timely manner. Even retailers or manufacturers provide aftermarket services, including repairs and replacements. Business architecture provides a powerful value add to organizations seeking to optimize their ability to deliver customer services in the form of “product entitlements”. Join us for this webinar as it explores essential aspects of business architecture that play a central role in improving customer service delivery across the private and public sector. 

Registration for this webinar is open 

Presenter: William Ulrich

William Ulrich

William Ulrich of TSG, INC, is a strategic planning consultant. He has written several books, published hundreds of articles and papers, and has worked with numerous large corporations and government agencies. William participates in various industry events and is a featured speaker at many of these events. William  latest book is titled Business Architecture: the Art and Practice of Business Transformation. William is Partner and Cofounder of Business Architecture Associates and Cutter Consortium Fellow. William serves on the Board of Directors, Editorial Board and is President of the Business Architecture Guild.

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Webinar
Select the "View On-Demand Recording" button to begin.  |  60 minutes
Select the "View On-Demand Recording" button to begin.  |  60 minutes One view of customer service defines it as “a direct one-on-one interaction between a consumer and company representative, commonly engaged when a consumer is buying a product or service.” In reality, customer services are not constrained to people-delivered offerings, especially as AI takes over more roles previously performed by people. A second misconception in the above definition is that services are realized primarily during product acquisition. In the service industry in particular and all industries in general, most services are sought after and delivered post-acquisition. Consider bank customers obtaining money, paying off a loan, or correcting an account, or a transportation company delivering services to ensure that the customer and/or their shipment gets to the right place in a timely manner. Even retailers or manufacturers provide aftermarket services, including repairs and replacements. Business architecture provides a powerful value add to organizations seeking to optimize their ability to deliver customer services in the form of “product entitlements”. Join us for this webinar as it explores essential aspects of business architecture that play a central role in improving customer service delivery across the private and public sector.
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1.00 CEU credit  |  No certificate available
1.00 CEU credit  |  No certificate available CEU