How BD Achieved Service Transformation

In this session, Steve Chamberland, Director of US Service Operations at BD, shared how his company achieved service transformation by empowering their service pros with the training and AI-driven technology to support their success. By developing an employee-centric approach, Steve and co. transformed a struggling department into an award-winning team with stellar service KPIs.

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In this session, You'll Learn How BD:

  • Empowered their technicians to make accurate, efficient service decisions with AI-powered tools 
  • Saw their NPS score skyrocket by prioritizing their technicians’ job satisfaction 
  • Increased morale and retention by listening to the wisdom of their workforce



Steve Chamberland
Director, US Service Operations
Becton Dickinson


John Carroll
Service Council


Edwin Pahk
VP of Product Marketing

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Let’s talk about how service intelligence can help you achieve your service transformation goals.