The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support
November 17 - 18, 2020 | 12:15 - 5:10pm ET
Brian L. Osborne
Client Delivery Executive Toshiba Global Commerce SolutionsBrian Osborne is a Client Delivery Executive at Toshiba Global Commerce Solutions. Brian has more than 25 years of experience in customer service and service delivery. Toshiba’s Client Delivery team manages the maintenance contracts of retail equipment for a variety of clients. Brian’s team is specifically responsible for exceeding delivery and contractual commitments to clients and integrating training and operational solutions to support business requirements. Prior to leading the Client Delivery team, Brian held roles managing global product and solution planning, delivery management, technical training, and operations management.
Day Two – Nov 18, 2020
2:30 PM PANEL DISCUSSION: How Toshiba Global Commerce Solutions Uses AR And Remote Assistance In Field Services To Improve The Consumer Experience And Drive Down Cost
The use of augmented reality (AR) in field service has increased exponentially during the pandemic as more organizations look to provide service remotely. Pre-COVID-19, Toshiba Global Commerce Solutions (TGCS) was implementing cost-effective solutions for its remote learning programs, incorporating AR capabilities. In this case study, senior leaders from the TGCS Client Services Delivery team and CGS will share how the implementation of Teamwork AR™ has provided field technicians hands-on experience with essential equipment from home or office. The use of AR increased retention, captured service technician performance data from field service management (FSM) applications to improve training engagement and allowed for the seamless updating of training materials and processes when rapid response changes were required. They will also discuss use cases and opportunities for AR in field service as businesses continue to navigate in a post-pandemic environment.
