Many service leaders are consolidating scattered support functions into a single organization to simplify the experience for customers, partners, and internal stakeholders. That kind of realignment can increase communication, centralize knowledge and streamline support response times. 

Panelists will share how to redefine roles and reporting structures, so the end-to-end support experience actually improves instead of getting bogged down in siloes 

• Mapping the current support journey to design a singular experience across call centers, digital support, and field support
• Redefining roles, job descriptions, and SOPs so people know where they fit in the new model
• Securing buy‑in and assisting reluctant team members with effective change management practices to sustain momentum after new technology and processes go‑live
• Regularly aligning support initiatives with organizational goals to ensure the support team is enabling overall growth 

Most service teams can name the few experts who solve problems faster and better than anyone else. What those experts know rarely ends up in a manual or a case note, and more of it disappears with every retirement. The result is slower ramp for new hires, more escalations from mid-level technicians, and longer waits for customers. And pulling experts off the job to write it all down takes them away from the work they do best.

Brian Bachofner shares how service organizations are capturing that expertise as the work happens, and how Neuron7's Ambient7 makes it possible. Experts do the job just as they normally would, recorded on AR glasses, a phone, or their screen. Each job becomes step-by-step guidance any technician can follow, filling in context the manuals and case history never captured.

What attendees will gain:

• How to capture what experts do without adding to their workload
• How to turn one expert's fix into guidance for your whole team
• How to help every technician work the way your best expert does
• How to get new hires ramped and in front of customers sooner

Expertise doesn't have to retire with your experts. See how service teams are keeping it, and putting it to work.