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Format: Intimate discussion group of senior service leaders. We set a broad agenda and respect the experience and insight amongst the group to allow the discussion to move in the direction the group sees as most productive.
Duration: One and half hours
Initial points for consideration:
- Who should be guided by the remote expert – the customer? 3rd-party service partners? Internal engineers?
- Do we need to take different approaches depending on who we are guiding on-site?
- How to we hold onto the trusted advisor status of our engineers via remote?
- How do we select remote service workers? Employ specifically? Promote from the field?
- Do remote workers need to have field service experience?
- What are the optimum monetisation options for remote services
