The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support
November 17 - 18, 2020 | 12:15 - 5:10pm ET
Steve Petruk
President, Business Process Outsourcing COMPUTER GENERATED SOLUTIONS INC.
Steven Petruk, who joined CGS in 2019, has more than 20 years of experience in IT, infrastructure and customer service. Steve leads the company’s highly experienced executive and global delivery team in the development and implementation of technology-based outsourced solutions. Prior to his current role, he served as Senior Vice President / Worldwide General Manager of Managed Services at Toshiba Global Commerce Solutions. Before that Steve spent 17 years at IBM in numerous leadership and executive roles, the most recent of which was Vice President, Enterprise Services, responsible for Integrated Communications, End User Services, ITS Consulting Practice and Data Center Service product lines in the U.S. Steve entered the Information Technology business in project management where he learned the art of selling through delivery excellence. During his career, he has leveraged that deep delivery background and deal making experience to deliver high-quality solutions to hundreds of clients generating well over $20 billion in company revenues. He is a graduate of the University of California at Northridge, and the University of Arkansas at Little Rock.
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.
