As our industry matures, and we all become more like clones, our ability to deliver great service will be a key differentiator.
Todd believes it's going to become one of only two USPs that an MSP/ITSP will be able to use in their competitive armoury, the other being our people. For this reason alone, tech companies should be looking at the customer experience as one of their most significant metrics.
Todd specialises in service delivery and customer experience strategies and will be sharing with the audience why the customer experience must be the key KPI for measuring success of your business.
Todd is CEO of Air-IT Ltd an award-winning UK MSP that was one of the early adaptors of PSA and FFA for IT & Communication services.
Todd is a senior consultant at Air-MSP a business that helps aspiring UK technology companies become true MSP's. In all their engagements Air-IT is used as a lab to authenticate their work.