Hogie Saunders

This session explores the transformation of service calls in the medical device sector, highlighting how new technologies and segmented technician roles are reshaping customer interactions. We'll examine the integration of digital tools and the differentiation in technician personas—from call center agents to field specialists—that tailor service experiences to meet modern expectations and regulatory requirements.

• Overview of new technologies influencing the structure and execution of service calls in the medical device industry.
• Analysis of different technician personas: Understanding how roles are segmented to enhance service delivery and customer satisfaction.
• Learn how leading medical device companies have successfully transformed their service call protocols.
• Discussion on the impact of regulatory changes on service call procedures and technician training.
• Future outlook: Predictions on the evolution of service calls with emerging technologies like AI and remote diagnostics.

Join Hogie Saunders as he shares his insights on the pivotal role of a Chief Service Officer in shaping the strategic direction of businesses today. This keynote will delve into why the service function is increasingly recognized at the C-suite level, underscoring the critical importance of service in driving business development and maintaining a competitive edge.

Topic Points:

1. Elevation to the C-Suite: Analyze the transformative impact of including service-oriented leadership in the executive team and how it aligns with broader business objectives.
2. Prioritizing Service in Business Strategy: Explore how prioritizing service can lead to enhanced customer satisfaction, increased loyalty, and sustainable business growth.
3. Service-Centric Business Development: Discuss strategies to integrate service into all facets of business development, ensuring that service excellence remains a core component of the organizational culture and operational approach.