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.

  • 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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