How Xerox Navigates Best-in-Class Service Delivery

Recently, the Service Council™ hosted a webinar with ServiceNow and Xerox titled “Service Experts: Moving to Best-in-Class Field Service KPIs and Metrics.” John Perry, VP of Global Delivery Transformation and Technology at Xerox, and Bulent Cinarkaya, GM of Field Service Management at ServiceNow, joined the Service Council to offer insight into how ServiceNow helped Xerox enable best-in-class results.

A Shift in Focus for Service Leaders

Each year, the Service Council conducts the Service Leader’s Agenda benchmark survey. The aim of the survey is to understand the priorities, strategies and investments being deployed by service executives. Over the years, the top initiatives have typically rotated between cost cutting, revenue generating and customer initiatives.

This year presented a shift in focus among service leaders. The customer took the top spot, with over 40% of respondents saying that customer management and customer experience (CX) initiatives were their number one focus in 2022. This isn’t surprising given how the pandemic has dramatically altered customer behavior. What was surprising was that cost cutting initiatives were displaced as one of service executives’ top 3 initiatives this year by performance measurement. This was consistent with the Service Council findings in the KPIs and Metrics benchmark survey conducted earlier this year, where customer metrics also took the top spot, followed by revenue and growth metrics.