CONFERENCE NUMBER: 1184278 PASSCODE: 5163935 This year's summit presenters were exceptional and had terrific feedback to share about the event, including this statement from Jeffrey Fons, GM of Service Operations at GE Healthcare: "The CSO Summit was a fantastic opportunity to share thoughts on macro dynamics and trends impacting our customers and our businesses. The time spent with Service Leaders from across numerous industries (Music/Entertainment, Technology, Healthcare, etc) was invaluable." The CSO Summit has become the global meeting place for service executives eager to discuss strategy and learn first hand about methods that can transform their service operations into strategic profit centers. Aberdeen once again brought together service visionaries to network, learn, and discuss key issues that plague the industry in today's economy as well as present the best practices for more efficient service delivery. "This summit successfully brought together industry executives and Best-in-Class service professionals to share success stories and provide actionable recommendations for improving service chain management," said Andrew Boyd, Chief Research Officer at Aberdeen. "It is exciting to see that this conference is viewed as a staple in the planning process of so many organizations that look to Aberdeen's research findings to aid in the transformation of service organizations." This year's summit presenters included:
-- Curtis Hill, Vice President of Technical Services, Cisco
-- Doug Lipp, Former Head of Customer Service & Training, Walt Disney
Company
-- Greg Lush, Vice President & CIO, Linc Group
-- Chris Yessayan, Vice President of Service, Invacare
-- Heidy Kelley, Vice President of Fulfillment, Comcast
-- Greg Blackmore, Vice President and General Manager, Steris Corporation
-- Craig Cole, Global Strategic Operations Director, Customer Field
Support, Beckman Coulter
-- Justin Crotty, VP Services North America, Ingram Micro
-- Steve Blaz, VP Global Service Operations, Juniper
-- Ian Alletson, Workforce Specialist, British Telecom
-- Jeffrey Fons, General Manager of Service Operations, GE Healthcare
-- Dave Webb, UK Service Director, Avery Weigh-Tronix
-- Philip Raskin, President, CEO and Creative Director, Raskin Associates
-- Hank Coleman, CEO, Open Labs
-- Dave Rapier, Former VP, Operational Excellence, Avnet
During the proceedings, Aberdeen awarded five Best-in-Class organizations
with 2008 Aberdeen Achievement Award in Service Management. These companies
included:
GE Healthcare won the Process Excellence Award for demonstrating process
ingenuity, agility, flexibility and scalability in addressing changing
business requirements. Jeffrey Fons, GM of Service Operations, accepted the
award.
Durst Image Technology US won the Performance Excellence Award for
harnessing the performance impacts of supply chain activities and mastering
methodologies for financial, operational, and customer-centric performance
excellence. Mike Lyons, Director of Service Operations accepted the award.
Mike commented, "The Aberdeen Group not only honors us with this
recognition, it validates all of our thinking and efforts in working to
deliver the best service experience to our customers in the commercial
imaging industry. A company can offer a variety of service contracts, but
if you don't also provide the tools that actually give customers more
efficient ways to tackle service issues -- preventative maintenance
modules, online tutorials and the like -- then multiple contracts doesn't
mean very much. All of us at Durst thank the Aberdeen Group for this
award."
NetApp won the Executive Stewardship Award for achieving performance
heights due to direct involvement and leadership from executive management.
Rusty Walther, SVP Global Support, accepted the award.
Comcast won the Business Evolution Award for managing information flow
across internal functional practices to achieve measurable business growth.
Heidy Kelley, VP of Fulfillment, accepted the award.
Department of the Army Utility Helicopter Program won the Innovation in
Technology Award for maximizing technology solutions to solve pressing
supply chain issues and positively impact company performance.
Congratulations to the award winners for their excellence in the service
management arena!
Aberdeen's service management research has tracked the rise of post-sales
service up the corporate priority list. In fact, Aberdeen's research
indicates that Best-in-Class firms rely on and are increasingly relying on
service for a significant portion of their overall revenues and profits. To
view Aberdeen's Strategic Service Library, please visit
http://www.aberdeen.com/channel/svc.asp
For additional information on this event, please visit
http://www.aberdeen.com/events/live/CSO08.
To register for the "Voice of the CSO" Webinar please visit:
https://emeetings.verizonbusiness.com/emeet/rsvp/index.jsp?Conference_ID=1184278&passcode=5163935CONFERENCE NUMBER: 1184278 PASSCODE: 5163935 Aberdeen acknowledges and appreciates the support of the 2008 CSO Summit sponsoring companies: FedEx, Kuehne+Nagel, DHL, Oracle, SAS, Lantronix, Metrix, Express Point, Tavant Technologies, ATC Logistics & Electronics, OnProcess Technology, ServicePower, Hitachi Consulting, 360 Scheduling, and Genpact. About Aberdeen Group, a Harte-Hanks Company Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions. As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.
© 2008 AberdeenGroup, Inc., a Harte-Hanks Company 451 D Street, Suite 710 Boston, Massachusetts 02210-1928 Telephone: (617) 854-5200 Fax: (617) 723-7897 www.aberdeen.com
Contact Information: Media Contact: Sumair Dutta Aberdeen Harte-Hanks (773) 857-2123 Sumair.dutta@aberdeen.com