Todd Miller

Director of Support Services Ricoh USA

Todd Miller is the Director of Support Services at Ricoh USA, where he leads technical support strategy and operations across North and South America. With deep expertise in remote support, Knowledge-Centered Service (KCS), and scalable training programs, Todd is passionate about using technology to drive smarter, more agile support experiences. A champion of team development and innovation, Todd has built and led multiple high-performing support teams that thrive in fast-paced, tech-driven environments. He brings a unique perspective to the stage, blending corporate leadership with his role as Assistant Coach for the University of Georgia Hockey Team—where teamwork and adaptability are just as critical. Todd has shared his insights at leading industry events including Field Service East and Customer Contact Week, and is known for delivering practical, tech-forward strategies that resonate with both technical and business audiences.

Day Two: November 18, 2025

9:40 AM PANEL DISCUSSION: AI Is Here. How Are You Re-Skilling your Workforce?

AI is already reshaping how frontline and field teams operate. But many organizations are still in the early stages of defining new skill needs and delivering effective training. No matter where you are in this journey, one thing is clear – the time to act is now.

In this session, hear from service and support leaders who will share how they’re upskilling teams to utilize next gen technologies – and then turn the spotlight on you! Be prepared to answer questions and share your perspective as the panel taps audience insights. You’ll learn about:

Mapping AI tools to day-to-day responsibilities in the field and support roles
Reskilling strategies that are sticking – and why they’re working
Securing stakeholder buy-in to scale your upskilling efforts faster
Utlizing AI tools to drill down to agent level with a quick glance of their calls to figure out where the gaps are

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

Download The Latest Agenda