John Snow

VP of Marketing and Strategic Relations
CaseBank

John is responsible for overseeing all aspects of CaseBank’s marketing and strategic alliances, with special emphasis on product positioning, sales support, market awareness and partnerships. John is tasked with developing effective relationships with software vendors and system integrators that support the manufacture and operation of complex equipment, thereby opening new markets to CaseBank’s technology. John has over 20 years experience in sales, marketing and strategic alliances. Prior to CaseBank, John held senior positions at Enigma Information Retrieval Systems and PTC. He started his career as a design engineer for GE Aviation.

Check out the incredible speaker line-up to see who will be joining John.

Download The Latest Agenda

Day Two: Next Generation Support: Re-Assessing Your Service Culture

Thursday, November 2nd, 2017

11:30 Youthenize Your SMEs – Enable Everyone to Act Like an Expert

As product support experts retire, companies are grappling with a new set of call center and field service challenges. Support personnel are younger (less experience) and have different job expectations (flexibility and growth). Products are more complex (electronics and software), which makes it more difficult to balance traditional business and CSAT drivers (cost, quality, speed, etc.). Competition is forcing companies to adopt aggressive service level agreements (SLAs) with increased penalties for failure. This presentation will focus on the technological and cultural challenges facing service organizations and identify some keys to success.