This 1-hour complimentary webcast titled "Smarter Services™: Next Generation Remote Services" features Tom Oelsner, VP of Processes & Systems of Heidelberg Services.

Heidelberger Druckmaschinen AG (Heidelberg), with production and development sites in seven countries and around 250 sales and service units in 170 countries, serving about 200,000 customers, is the world-wide leading provider of solutions and services for the print media industry. The company offers comprehensive solutions in the fields of sheetfed offset printing, digital printing and in the production of sophisticated parts and assembly groups in the realm of precision mechanical engineering.

Bill Pollock, Chief Research Officer of The Service Council™ also presents findings from The Service Council™'s 2012 Remote Services Benchmark Survey which features 450+ executive level respondents. Additionally, Russ Fadel, CEO & Co-Founder of ThingWorx, a leading software platform provider for Remote Service applications, presents the ThingWorx view on "Next Generation Remote Services."

According to Stu Reed, senior vice president of Sears Holdings Corporation, and president of Sears Home Services, "In a 52 percent referral business across our In-Home Appliance Repair, Delivery, Installation and Home Improvement Business Units, our customers have told us that process and technology, while vital, can only drive us to 58 percent of our customer satisfaction goals, and that a sustainable behavioral change is required to consistently deliver a ‘Recommend to a Friend’ experience. We have taken their feedback to heart, and have built our service delivery model to focus directly on producing a service experience worthy of telling family and friends."