The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support

November 17 - 18, 2020 | 12:15 - 5:10pm ET

SIGN UP FREE
Sponsor

Doug Stephen

President Learning Division, Teamwork AR COMPUTER GENERATED SOLUTIONS INC.

As President of the CGS Enterprise Learning and Channel divisions, Doug Stephen leverages his more than 20 years of experience consulting and partnering with Fortune 100 companies to scale employee engagement, operational performance, sales and growth globally. Doug is currently leading initiatives to scale and drive adoption of a proprietary, robust augmented reality (AR) solution, managing the research, design, consulting and technology teams. Introduced in 2019, The solution's technology is focused on changing the future of work and learning. Teamwork AR offers endless applications to amplify human performance and engagement in real time, anywhere. Teamwork AR is device and industry agnostic and has been used in retail outlets, medical settings, technology field services and manufacturing supply chains. Doug has spoken at various industry events including ATD TechKnowledge, EWTS and Field Service. He has also written articles and been quoted for such publications as CLO, Forbes, TrainingIndustry.com, Huffington Post and Information Week.

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.