IBM iX Digital Talks

Do, 25. Juni, 11 Uhr, 1 Std.

Field service transformation from selling to service

How to enable a customer centric approach with IBM and Salesforce

Many companies across different industries are undergoing a service transformation. This talk focuses on how companies move from selling products to providing services and how this impacts their business models. Concrete examples show how service models can be implemented and how employees can be enabled to have greater results and achieve higher customer satisfaction. Customer stories illustrate the differentiating expertise IBM and Salesforce bring to the table together.

*This talk will be in English.

Service models

Customer stories show service models with industry value propositions

Business impact

Benefits from higher efficiency and revenue growth

COVID-19 response

Discussion of responses to COVID-19 challenges


Goals, roadmaps and next steps for your Field Service Transformation

Christian Baumgärtel

Regional Vice President, Field Service and Maps Salesforce

Christian Baumgärtel

As Regional Vice President for Field Service and Maps at Salesforce Christian Baumgärtel has profound experience to share from many transformational customer projects. He is highly committed to the use of new tools and apps which simplify workflows and revitalize collaboration, paving the way for customer-centric organizations. Before joining Salesforce, Christian was responsible for Sales and Service process efficiency at ADVA Optical Networking, streamlining processes and tools to support the teams in their daily work.

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Hans Bracke

Salesforce Industry Solutions Lead

Hans Bracke

Hans Bracke is the global Industry Solution Lead for Service Transformation at Bluewolf, part of IBM iX. Hans works with clients to re-imagine their service models and to prepare their journey to deliver customer centric services. In support of the cross-industry shift from selling products to services, he develops transformational industry propositions and service models for greater efficiencies and growth. In his work he connects people, practices and insights to maximize value from strategic platforms such as Salesforce, IBM and partners. Hans is based in London.

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Smart field service transformation. Live in 90 days!

Managing the complexity of a business transformation with Salesforce requires expertise, focus, and design. IBM iX offers all of this. In a co-creation approach a prioritized roadmap is developed which compromises a validated, measurable customer and employee-focused solution tied to business goals. IBM iX sets up customized workstreams, highly engaging workshops, interviews & assessments to address the unique challenges of clients. With great expertise tangible user journeys are designed and a Salesforce solution is successfully implemented in an experience led, design driven and agile approach.

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