Field Service East 2024
August 13 - 15, 2024
JW Marriott Orlando Bonnet Creek Resort & Spa, FL
Day 1: Deep-Dive Workshop Day August 13th, 2024
Business Transformation to Drive Customer Centricity: Creating a Customer First Approach to Service Delivery and Support
7:00 am - 8:00 am
Registration and Breakfast
8:00 am - 8:10 am
Program Director Opening Remarks
8:10 am - 8:25 am
Chairperson Opening Remarks
Executive Chair - IFS
8:25 am - 8:45 am
KEYNOTE: Optimizing High-Tech Services: Challenges & Solutions in Data Center Innovation
Gregory Ratcliff -
Chief Innovation Officer,
Vertiv
We'll explore a real-world example of how an organization tackled its data center services hurdles by implementing cutting-edge solutions. Discover how Vertiv succeeded through strategies like creating local orchestrations, new connectivity, and on-site modeling to create sticky service offerings.
Learn valuable insights into the technological advancements transforming deeply technological services and gain practical guidance for implementing similar solutions in your organization.
8:45 am - 9:05 am
FIRESIDE CHAT OR CLIENT CASE STUDY Forging Stronger Bonds: Creating Customer Satisfaction and Partnership Through Field Service Management/Service Delivery
HOSTED BY AQUANT
In an era where customer experience reigns supreme, the ability to forge lasting connections is a crucial component of successful field service management. This session will provide attendees with a comprehensive exploration of the strategies and techniques needed to establish and maintain robust partnerships with customers, fostering loyalty and driving business success. Discover the key strategies and best practices that will elevate your customer relationships to unprecedented heights.
This session is designed for field service professionals, customer experience specialists, and anyone committed to cultivating enduring partnerships with customers. Whether you're a seasoned industry expert or a newcomer, the insights shared in this discussion will equip you with the knowledge and strategies needed to elevate your customer relationships to new heights.
- Understanding Customer Needs: Leveraging customer feedback and data analytics to tailor field service offerings to specific customer needs.
- Proactive Communication and Transparency: Implementing effective communication channels and strategies to keep customers informed throughout the service lifecycle.
- Personalization in Field Service: Case studies showcasing successful personalization initiatives and their impact on customer satisfaction.
- Empowering Customers with Technology: How to leverage technology to empower customers and enhance their involvement in the service process; Integrating self-service portals, mobile apps, and IoT solutions for a seamless and empowered customer experience.
- Resolving Issues with Finesse: Strategies for handling service issues and disruptions with grace and efficiency; Building a responsive and agile customer support system to address and resolve challenges promptly.
9:05 am - 9:45 am
Panel: Making The Shift From A Live To Self-Service Support Function
Craig Bruns -
Vice President, Customer Support,
Crown Equipment Corporation
Travis Myers -
Director of Customer/Product Support,
JLG Industries
Naimish Rajyaguru -
National Service Head,
Symphony Limited
Rajib Bora -
Vice President Field Services,
XALT Energy/Freudenberg e-Power Systems
Join industry experts as they delve into the crucial intersection of product design, service delivery, and lifecycle management, unraveling the transformative potential of designing products with service excellence and lifecycle efficiency in mind. In an era where service organizations are seeking innovative ways to enhance profitability and efficiency, the role of product design takes center stage. This panel discussion will explore how forward-thinking companies are redefining their product development strategies to not only meet customer needs but also optimize service delivery, self-service and lifecycle management for sustained success.
9:45 am - 10:05 am
FIRESIDE CHAT OR CLIENT CASE STUDY: Employing End-to-End Mobile Technology Solutions To Enhance Productivity and Effectiveness of Field Workers
Join us as we delve into the transformative power of end-to-end mobile solutions tailored for field workers. This session will explore the latest advancements, strategies, and success stories that showcase how organizations are leveraging mobile technology to optimize productivity, streamline operations, and elevate overall efficiency in the field.
10:05 am - 10:25 am
CASE STUDY Leveraging Field Service Through AI, Automation and Remote Connectivity
Eric Porter -
VP of Centralized Services,
Ricoh
In an era where operational efficiency and customer satisfaction are paramount, the integration of AI, automation, and remote connectivity is revolutionizing how organizations deliver field services. This discussion will provide attendees with invaluable insights into leveraging these technologies to optimize workflows, enhance service quality, and stay ahead in an ever-evolving industry.
Key discussion points include:
- Data-driven decision making
- Leveraging NLP/LLM based Chatbots to improve employee and customer experience
- Impact of LLMs on shift-left methodology (efficiency in service delivery)
- Governance: Using a human feedback loop with LLM to support KCS (Knowledge Centered Service)
- The role of automation in Field Service
- Enhancing workforce efficiency
- Realizing predictive maintenance
- Empowering mobile workforce
- Improving first-time fix rates
10:25 am - 11:05 am
Morning Networking & Refreshment Break
Innovation Theater in the Expo!
Live 10-minute vendor demos of cutting-edge solutions to support your service ambitions.
- 10:30-Demo #1
- 10:40-Demo #2
- 10:50-Demo #3
11:05 am - 12:05 pm
Field Service Technology Roundtables:
Select one topic from our list below and join an in-depth conversation with your peers to share your experience, network, and learn from like-minded professionals, who share the same challenges and interests.
Suggested Topics:
· How to Leverage Technology to Scale Up Your Service Organization
· Scaling Business in Remote Locations
· Servicing through a Distribution Channel as the OEM
· Tools in Service – Exploring Cloud- Based Solutions
· What is a Data Lake and How Can They Be Useful to Field Service Organizations?
· Mobile Field Service Management
Table 1: Hosted by Neuron 7
Track A
1:05 pm - 1:45 pm WORKSHOP 1: Enhancing Customer Satisfaction Alfred Zhu - Director Enterprise Applications and Services,, The Middleby CorporationGain tools and learn how to apply data and metrics for better customer outcomes. Key Takeaways:
- Understanding the evolving landscape of customer expectations in field service.
- Practical strategies for proactive problem resolution and communication excellence.
- Leveraging technology to enhance operational efficiency and customer service.
- Building a customer-centric culture within field service teams.
- Join us in this enlightening session to gain actionable insights and strategies for enhancing customer satisfaction, ultimately driving the success and sustainability of your field service organization.
Track A
1:45 pm - 2:25 pm WORKSHOP 4 Revolutionizing Customer Experience: Enhancing Tech Support through Automated Resolutions and Self-Service SolutionsHOSTED BY AQUANT
The demand for efficient and effective tech support has never been higher. Recognizing this need, businesses are increasingly turning to innovative solutions to streamline customer issue resolutions. One such transformative approach is the integration of automated resolutions and self-service options in tech support systems. This topic explores the potential benefits, challenges, and strategies involved in improving tech support through the implementation of automated resolutions and self-service solutions.
TRACK B
1:05 pm - 1:45 pm Workshop 2: A-La Carte Service Contracts: Customizing Service Agreements to Meet the Expectations of Customers Zachary Siceloff - Director of Operations, Power Systems, Carolina CatIn the competitive landscape of field service management, one-size-fits-all service contracts no longer suffice. The key to building lasting customer relationships lies in providing customized solutions that align with the unique needs of clients. This session, "A-La Carte Service Contracts," delves into the art and science of tailoring field service agreements to meet and exceed customer expectations.
TRACK B
1:45 pm - 2:25 pm WORKSHOP 5 Empowering Safety: Proactively Managing Workplace Security with AI-Driven SolutionsHOSTED BY HELP LIGHTNING
In the ever-evolving landscape of workplace safety, businesses are increasingly turning to Artificial Intelligence (AI) to proactively manage and enhance security measures. This topic delves into the transformative potential of AI in fostering a safer work environment, exploring real-world applications, benefits, and strategies for effectively implementing AI-driven safety solutions.
TRACK C
1:05 pm - 1:45 pm WORKSHOP 3: Using platforms to communicate to customers and for greater customer satisfaction and visibility Syd Briggs - General Manager, Steele-Waseca Cooperative ElectricExplore the strategic utilization of various platforms to enhance communication with customers, ultimately leading to improved satisfaction levels and increased visibility for the business. This session will delve into the following key aspects:
· Platform Selection and Integration
· Enhancing Customer Satisfaction
· Optimizing Visibility
· Building a Consistent Brand Image
· Effective Customer Engagement
· Data Analytics for Informed Decision-Making
· Adapting to Evolving Trends
TRACK C
1:45 pm - 2:25 pm WORKSHOP 6
2:25 pm - 3:05 pm
Afternoon Refreshment & Networking Break
Innovation Theater in the Expo!
Live 10-minute vendor demos of cutting-edge solutions to support your service ambitions.
- 2:30-Demo #1
- 2:40-Demo #2
- 2:50-Demo #3
TRACK A
3:05 pm - 3:45 pm PARTNER WORKSHOP 7TRACK A
3:45 pm - 4:25 pm Working Panel: Managing a Digital Transformation Project: Getting Buy-In and Workforce Adoption of New Tools Brittany Benson - Head of Digital Operations, Siemens Energy Chad Furphy - Director, Global Technical Service and Service Portfolio, ResMed Alfred Zhu - Director Enterprise Applications and Services,, The Middleby Corporation Nithin Skaria - Senior Operations Manager Services, Acuity Brands Bryan Dardar - Vice President of Service, Exponential PowerEmbarking on a digital transformation journey in field service is a complex endeavor, involving not just the adoption of cutting-edge tools but also a fundamental shift in the organizational mindset. This panel discussion brings together seasoned experts who have successfully navigated digital transformation projects in the field service sector. Participants will gain valuable insights into strategies for gaining buy-in from key stakeholders and ensuring a seamless adoption of new tools by the workforce.
TRACK A
4:25 pm - 5:05 pm Workshop 12: Strategic Insights: Leveraging Analytic Tools to Drive OEM Parts Revenue and Foster Customer Loyalty Roger Bias - Global Sr. Director Product Quality & Field Services, Catalina Marketing Chris Varley - Executive Director, Product Quality & Network Maintenance, Catalina MarketingBy leveraging the power of analytics, OEMs can not only optimize revenue streams but also build enduring relationships with customers. From precision inventory management to personalized marketing, the strategic use of analytic tools is essential for staying ahead in the competitive OEM parts market while fostering customer loyalty that transcends individual transactions. Discussion includes:
- Harnessing data for customer understanding
- Optimizing inventory management through predictive analytics
- Dynamic pricing strategies for competitive advantage
Chris Varley
Executive Director, Product Quality & Network MaintenanceCatalina Marketing
TRACK B
3:05 pm - 3:45 pm PARTNER WORKSHOP 8TRACK B
3:45 pm - 4:25 pm WORKSHOP 10: Panel: Data Enablement for Sale of Products and Maintenance: Building Tools to Sell Planned Maintenance and Getting Buy-In to Sell Service as a Product Danielle Waterworth - Vice President- NA Dealer & Customer Solutions/ Global Maintenance & Service Development, CNH IndustrialData Enablement for Sales of Products and Maintenance is a transformative approach that empowers businesses to leverage data for strategic decision-making, enhance customer experiences, and unlock new revenue streams by positioning maintenance services as marketable products. This holistic strategy ensures that businesses not only sell products but also establish long-term relationships through value-added maintenance services.
Danielle Waterworth
Vice President- NA Dealer & Customer Solutions/ Global Maintenance & Service DevelopmentCNH Industrial
TRACK B
4:25 pm - 5:05 pm Workshop 13: Addressing Resourcing Challenges With Contract and Temporary Staffing Solutions In Field Service Bryan Dardar - Vice President of Service, Exponential PowerBy strategically integrating contract and temporary staffing solutions, businesses operating in field service can effectively navigate resourcing challenges, ensuring flexibility, scalability, and optimal workforce utilization. This approach not only addresses immediate staffing needs but also sets the foundation for a responsive and adaptive workforce strategy that aligns with the dynamic nature of field service operations. In this workshop you’ll have an opportunity to
TRACK C
3:05 pm - 3:45 pm Workshop 9 Elevating Operations: Integrating Cloud Platforms for Mobile Excellence In Safety, Real-Time Reporting, and Workflow OptimizationThe integration of cloud platforms into mobile operations represents a paradigm shift in how businesses approach safety, reporting, and workflow optimization. By embracing this holistic approach, organizations can not only enhance the safety of their workforce but also achieve unprecedented levels of real-time reporting accuracy and operational efficiency in the dynamic mobile landscape. This workshop highlights:
- The mobile evolution in Field Service
- Cloud platform integration for seamless mobility
- Enhancing safety protocols with mobile capabilities
- Workflow optimization through cloud-based mobility
- User training and adoption strategies
TRACK C
3:45 pm - 4:25 pm WORKSHOP 11: Beyond Right Tech: Right Part, Right Place, Right Time: Supply Chain Network Infrastructure Roy Dockery - Vice President of Field Operations, Flock SafetyLearn to optimize part management and logistics to ensure seamless field service operations. Participants will gain insights into effective inventory management, supply chain optimization and real-time tracking to enhance service efficiency and customer satisfaction.
5:05 pm - 6:05 pm
“Field Service Orlando Olympics Party” located in Activity Garden
Get ready for a blast at the Field Service Orlando Olympics Party! Join us in the Activity Garden for an evening of laid-back fun, delicious food, awesome games, cocktails, competitions, and prizes. Let's kick back, enjoy some friendly competition, and make the most of this fantastic opportunity to unwind and connect!