David Van Loock

Engaged teams are the driving force behind exceptional customer experiences (CX) and successful digital adoption. Hach, a leader in water quality analysis, has transformed its approach to workforce engagement—aligning training, culture, and technology to empower service teams and enhance customer satisfaction.

This case study will explore how Hach fosters a highly engaged field service workforce that embraces digital tools, improves service efficiency, and delivers outstanding CX. Attendees will gain insights into strategies for motivating technicians, driving digital adoption, and creating a culture of continuous improvement.

Key Takeaways:

• How team engagement directly impacts CX and operational success
• Strategies for overcoming resistance to digital adoption in service organizations
• Best practices for training and supporting technicians in a technology-driven environment
• Lessons learned from Hach’s journey toward a digitally empowered service team