Building Trusted Partnerships in the Digital and Remote Service Era        

Introduction

In the rapidly evolving service landscape, manufacturers are increasingly shifting towards digital and remote service models. This transformation, driven by technological advancements and changing customer expectations, offers immense potential for efficiency and scalability.  

However, it also introduces the challenge of maintaining and enhancing the trust and partnership that are foundational to successful service relationships. 

As we navigate this digital transition, the reduction of traditional, in-person interactions necessitates a reimagined approach to building and sustaining trusted partnerships. The essence of this challenge lies in bridging the 'digital distance'—ensuring that the move to digital channels and remote services does not dilute the quality of customer relationships. 

The Challenge: Bridging the Digital Distance 

The transition to digital and remote services introduces a fundamental challenge: maintaining the depth and quality of customer relationships in the absence of regular, in-person interactions. 

This 'digital distance' can potentially impact the perceived trust and partnership, leading to a disconnect between service providers and customers. 

The Opportunity: Redefining Engagement and Trust 

The transition to digital and remote services introduces a fundamental challenge: maintaining the depth and quality of customer relationships in the absence of regular, in-person interactions.  

This 'digital distance' can potentially impact the perceived trust and partnership, leading to a disconnect between service providers and customers. 

The Solution: A Comprehensive Approach to Trusted Partnerships 

Successfully navigating this digital transition requires a multi-faceted approach—one that encompasses not only technological solutions but also a deep understanding of customer needs and a commitment to customer-centricity.  

This approach involves rethinking our engagement models, enhancing our service portfolios, and ensuring that every interaction reflects our dedication to building trusted partnerships. 

Join us for an in-depth discussion at our upcoming Executive Service Roundtable, where we will explore the following key themes: 

• Redefining Trust in Digital and Remote Service Models
• Customization, Integration, and Service Portfolio Development
• Expanding Engagement Beyond Traditional Contact Points

Kick-Off meeting

June 4

Key topics:

Redefining Trust in Digital and Remote Service Models

• Understanding how the components of trust—credibility, reliability, and intimacy—translate in a digital context. 
• Leveraging digital tools to enhance transparency, personalize interactions, and ensure security. 
• Strategies for maintaining and enhancing trust without the benefit of physical presence. 

Customization, Integration, and Service Portfolio Development

• The importance of customization and integration in fostering true partnerships. 
• Developing a service portfolio that meets diverse customer needs and facilitates deeper operational integration. 
• Tailoring service experiences to ensure relevance and value to customers. 

Expanding Engagement Beyond Traditional Contact Points

• Exploring innovative engagement models that complement traditional service interactions. 
• The role of account management, customer success management, and advisory services in creating new touchpoints. 
• Ensuring every interaction adds value and strengthens the customer partnership. 

 

Our presentations at the beginning of every Kick-Off meeting are accessible to everyone.

The peer discussions after these presentations are for (free) members only.

• Become a (free) member now to join the full Kick-Off meetings.
• Or try one full session first - reserve your seat above).

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View the recording, slides and meeting notes

Only (free) members have access to recordings of Kick-Off meetings:

• With a Free Roundtable membership, you will have access to the recording of the Kick-Off meetings you attended.
• With a Flex Access Roundtable membership, you will have access to the recordings, slides and meeting notes of all kick-off meetings, as well as those you were not able to attend.

Ask-Us-Anything meeting

June 11

During this meeting, we discussed some of the questions that have been submitted by participants beforehand, like:

• Building partnerships with the right services portfolio 

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

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View the recording, slides and meeting notes

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Deep-Dive meeting

June 18

During this meeting, we made a Deep-Dive on one sub-topic chosen by the participants beforehand.

For the first 30 minutes, we presented best practices and insights, after which we continued with a 30-minute peer discussion.

We covered:

• Building trustworthiness as an individual and as a company 

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Ask-Us-Anything meeting

June 25

During this meeting, we discussed some of the questions that have been submitted by participants beforehand:

• Enhancing engagement and touchpoints with customers 

Only All Access Roundtable Members can join the extended Roundtable meetings, like the Ask-Us-Anything and Deep-Dive meetings. 

I am already (free) member - this website does not recognise me

View the recording, slides and meeting notes

Only All Access Roundtable Members have access to recordings, slide decks and meeting notes of Ask-Us-Anything meetings.

Overview of meetings in each monthly Roundtable

Every month, we start a new Roundtable with another theme.

For each monthly Roundtable, we will host 4 online meetings of 1 hour each:

1. A Kick-Off meeting on the first Monday of the Month.
   We present best practices and practical frameworks, after which we have a peer discussion.
2. A first Ask-Us-Anything meeting on the second Monday of the month.
   We will discuss a few of the questions that were submitted by participants beforehand.
3. A Deep-Dive meeting on the third Monday of the month.
   We present a deep-dive on the 1-2 topics participants chose, after which we have a peer discussion.
4. A second Ask-Us-Anything meeting on the fourth Monday of the month.
   To close the topic, we will discuss a few of the questions that were submitted by participants beforehand.

We run each meeting in two sessions to allow participants from most time zones to participate.

The Kick-Off meetings are for all (free) members.

The other three meetings are only for All Access members.

Check out the differences between the different Roundtable memberships here.

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