Webinars
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Skills shortages in the service industry are reducing growth potential and are impacting customer experience negatively.
The challenge for service leaders is to win and retain talent as well as redesigning service business models into high-efficiency, remote delivered services that better leverage knowledge and require less resources to sell and deliver services.
We will research and discuss the secrets to success using several case studies in the Service Business Forum “Managing skill shortages in service and support.
"Click her to download and watch the webinar" "Click here to watch the webinar"
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What do top-performing service organizations have in common?
They don’t just react to customer needs—they design experiences that reflect their brand and drive long-term growth.
Watch the live session where we’ll show how NOVA, Noventum’s AI-powered Virtual Assistant, helps service leaders build a customer experience strategy that’s measurable, memorable, and revenue-generating.
- Define a clear CX vision that aligns with your brand
- Use AI to understand customer types, journeys, and emotions
- Design CX improvements that impact loyalty and revenue
- Create experiences customers actually remember—and act on
In this webinar, you’ll learn how to:
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During this webinar Michael Gaenzler, Senior Consultant and an expert in developing service business strategy, and Hilbrand Rustema, Managing Director
of Noventum Service Management Consultants will discuss which challenges companies face and what are the best practices by which
they can be more successful in creating a compelling service vision and strategy —a critical success factor for any service business transformation.
A clear, inspiring vision unifies teams, aligns stakeholders, and serves as a north star for strategic decisions and cultural change. When paired with a robust strategy, it ensures that every action taken is purposeful, measurable, and customer-centric.
"How to Create a Compelling Service Vision and Business Strategy" "Creating a compelling service vision and strategy"
- Where the talent gaps are hitting hardest
- How AI and automation are reshaping skill demands
- Which strategies actually move the needle — short and long term
- How AI can supercharge (not sideline) your service teams
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Meet the Experts:
- Martin Gilday Senior Associate, Noventum Expert in service strategy across the healthcare and medical tech sectors
- Hilbrand Rustema Founder, Noventum Guiding global firms through digital service transformation with AI at the core
"Can AI Close the Service Skills Gap — or Make It Worse?" "Can AI Close the Service Skills Gap — or Make It Worse?"
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The presentation "Service Transformation Methodology & Lessons Learned" explores the key drivers behind a successful global service transformation.
It emphasizes that transformation is a long-term journey that demands strategic planning, strong leadership, and consistent communication.
Engaging experienced external partners early on helps provide credibility, gather employee insights, and define a clear vision aligned with industry best practices.
Governance plays a vital role, requiring active involvement from both business and IT, and commitment from executive leadership.
- Strong governance from executives to project teams, involving customer-facing staff and avoiding unnecessary layers.
- Phased rollout by countries and functional blocks, prioritizing standard solutions over custom ones.
- Clear KPIs that focus on adoption metrics in the early stages, with continuous optimization and communication.
- Post-rollout support with a reduced but dedicated team to manage progress, costs, and long-term adoption.
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Key success factors include:
"Service Transformation Methodology & Lesson learned" "Service Transformation Methodology & Lesson learned"
