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#18: Why Enterprise Customer Experience Begins with Technology (Jamie Smith, ServiceMaster)

Today, we’re learning how Jamie Smith, the Senior Vice President, and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience.

Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster’s IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners.

Prior to joining ServiceMaster in 2014, Smith served as Director of Infrastructure and Sales finance for Nissan North America, leading all infrastructure delivery for Nissan’s Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant.

ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include:

– Terminix
– American Home Shield
– ServiceMaster Clean
– ServiceMaster Restore
– Merry Maids
– AmeriSpec
– Furniture Medic

In today’s discussion we’ll cover a handful to fascinating topics:

  • How ServiceMaster measures customer feedback.
  • How they make behavior systematic.
  • How they involve technology in creating memorable customer experiences.

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