Service organizations are awash in data, but more metrics don't always lead to better decisions. The real challenge is identifying the KPIs that drive business outcomes, knowing how to act on them, and using them to improve the customer experience, not just report performance. Service leaders will discuss how they are building KPI frameworks that connect operational performance, financial results, and customer satisfaction. Learn how they're leveraging AI, reducing manual reporting, and using data to drive faster decisions and continuous improvement across the customer lifecycle. 

• Focus on the metrics that matter most by aligning operational, financial, and customer KPIs with business goals 
• Turn KPIs into action with clear playbooks, ownership, and response plans when performance changes 
• Modernize measurement by replacing manual reporting with connected systems and AI-driven insights 
• Measure customer satisfaction beyond surveys using operational data and predictive indicators 
• Continuously evolve your scorecard to drive smarter decisions and greater business impact