Field Service Amelia Island 2019

August 19 - 21, 2019

The Ritz-Carlton Amelia Island, FL

Day Two: Disruptive Service & Customer Value

7:15 am - 8:00 am Networking & Breakfast In The Expo

Support other women in the service industry, build strong connections, have fun!
Juliet Pagliaro Herman, Director of Service Marketing and Product Management at Johnson Controls

Juliet Pagliaro Herman

Director of Service Marketing and Product Management
Johnson Controls

Sara Mueller, Portfolio Director, Program Development at Field Service Events

Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:05 am - 8:20 am Chairperson's Opening Address

John Tardy, Principal Consultant at Starr & Associates Management Consulting

John Tardy

Principal Consultant
Starr & Associates Management Consulting

8:20 am - 8:40 am Be First To The Future – How To Prosper When Fast Unpredictable Change Is An Absolute Certainty

It’s no shock to any of us that change is a constant in service these days. With so many technology and process choices to choose from, how do you ensure you are making the best decision to move the needle of service most effectively, and in the way that your customer desires? Hank will share how to step out in front of your competition in our fast moving environment. 
Hank Stokbroekx, VP Enterprise Services at Huawei

Hank Stokbroekx

VP Enterprise Services
Huawei

8:40 am - 9:00 am Implementing Disruptive Service To Increase Service Revenue And Stay Relevant

•         Understanding the importance of delivering value , because disruptive technologies alone may not make it for you
•         Aligning with customer business outcomes to drive value and service revenue
•         How to implement disruptive services to remain relevant if you do not have a budget to implement disruptive technologies
•         Outlining other disruptive service strategies to deliver value to your customers

Sergio Frias, VP of Supply Chain at De Havilland

Sergio Frias

VP of Supply Chain
De Havilland

9:00 am - 9:20 am 3 Ways To Differentiate And Grow Your Field Service Business

With rising customer expectations, companies are increasingly looking to customer service as a way to differentiate in a competitive market. In that service world, field service has quickly become an essential area for digital transformation to help businesses differentiate and elevate their brands. These businesses need a connected, intelligent field service platform that empowers their back-office and front-line mobile employees to deliver elevated service. Join Karen Mehal, VP at Salesforce, as she shares the 3 ways to differentiate and grow your field service operation to exceed customer expectations.
Karen Mehal, Vice President, Field Service Lightning at Salesforce Service Cloud

Karen Mehal

Vice President, Field Service Lightning
Salesforce Service Cloud

•Assessing where the industry currently stands in relation to proactive service to benchmark your organization
•Uncovering the biggest hurdles to proactive services and how to get over them
•IoT, machine learning, and data: How to most effectively leverage these tools
•Building a 3 – 5 year plan that moves toward proactive service
Arnaud Allouche, VP Global Service Operations at Hitachi Vantara

Arnaud Allouche

VP Global Service Operations
Hitachi Vantara

Mary Flake

General Manager, Service Operations
Comfort Systems USA

Craig Bruns, Vice President, Customer Support at Crown Equipment Corporation

Craig Bruns

Vice President, Customer Support
Crown Equipment Corporation

10:00 am - 10:45 am Espresso Yourself Refreshments & Networking Break In The Expo

10:45 am - 11:05 am Multiple Ways To Improve Technician Utilization


Bob Sucaet, Vice President, Global Flow Lifecycle Services at Emerson Automated Solutions

Bob Sucaet

Vice President, Global Flow Lifecycle Services
Emerson Automated Solutions

Field Service Management finds itself at the exciting crossroads of technological disruption and business model transformation. There are many new, compelling opportunities that are competing for your attention and budget. Backed by primary research and real world examples, this session will examine 3 trends as they impact your workforce, your customers, and the equipment that you are servicing and the use cases to leveraging digital tools to address them. 
Sumair Dutta, Director of Digital Transformation at ServiceMax

Sumair Dutta

Director of Digital Transformation
ServiceMax

Cathy Klein

Global Transformation Leader, Strategic Management Office
Sensormatic by Johnson Controls

11:25 am - 11:45 am Attracting And Recruiting Top Talent – Practical Steps For Both The Short And Long Term

•Recruiting programs for the short and long term (college partnerships, veteran recruitment, apprenticeships, internships and more)
•Making field service attractive to attract top talent
•Making field service meaningful to retain your top talent

Lien A. Randle, Director, Contracts and Training & Development, Elevator/Escalator Division at Mitsubishi Electric

Lien A. Randle

Director, Contracts and Training & Development, Elevator/Escalator Division
Mitsubishi Electric

11:45 am - 12:05 pm Elevating Customer Experience Through Meaningful Apps

Field service industry is rapidly evolving thanks to newer revenue opportunities, empowered customers and innovative service delivery models. Amidst all this, how can Service organizations use technological innovations to empower their partners and customers? Key takeaways would be answers to these questions:
1. Is empowering partners and customers using technology a strategic priority?
2. What are the top 3 technologies that can make partner & customer experience better for field service?
3. What are the top 3 barriers in realizing this?
4. What strategic goals can be achieved as a result of?

Hari Subramanian, Founder & CEO at Turbo Systems

Hari Subramanian

Founder & CEO
Turbo Systems

12:05 pm - 12:45 pm Guest Speaker: Mastering The Art Of Communication To Lead Large Teams And Inspire Effective Communication Amongst Your Customer-Facing Technicians And Support Staff

•         Effective communication- the impact of increased technology on  'looking at, and talking to one another' and why this is still the most effective form of communication
•         'Stay in Your Lane'- Why you should not get emotionally invested outside of your job mission and the adverse effects as an employee and more importantly as a person
•         'Maximize You'- Why you shouldn’t let societal norms or convention prevent you from recognizing your full potential

Dan Devone

Five-Time Emmy Award-Winning Television Sportscaster
NBC Sports

12:45 pm - 1:45 pm Lunch

Track A: Data & Optimization

1:45 pm - 1:55 pm Chairperson’s Afternoon Address

1:55 pm - 2:45 pm Interactive Workshop: Using CPK (Process Capability & Performance) For A More Effective Measurement Of Service Performance

•Why mean time to resolve (MTTR) measurement is outdated and ineffective
•Explaining what CPK is and how its being used
•Showing how CPK measures variation from the mean and why this is so critical
•Exploring how automotive and other industries use CPK for their performance measurement

Chris Varley, Director, Field Service at Catalina

Chris Varley

Director, Field Service
Catalina

Adam Wolfe

Network Quality Manager
Catalina

Track B: Service Innovation

1:45 pm - 1:55 pm Chairperson’s Afternoon Address

JP Rosato, Founder and CEO at Sitehands

JP Rosato

Founder and CEO
Sitehands

Doug Turtz, Chief Revenue Officer at Sitehands

Doug Turtz

Chief Revenue Officer
Sitehands

1:55 pm - 2:45 pm Interactive Workshop: Applying Marketing Concepts And Cultural Shifts To Boost The Effectiveness Of Your Technician Recruiting Program

Maria Pallotta, Chief of Staff at Canopy Lawn Care

Maria Pallotta

Chief of Staff
Canopy Lawn Care

Track C: Customer Success

1:45 pm - 1:55 pm Chairperson’s Afternoon Address

Bill Pollock, President & Principal Consulting Analyst at Strategies For Growth

Bill Pollock

President & Principal Consulting Analyst
Strategies For Growth

1:55 pm - 2:45 pm Interactive Workshop: The Value Of Customer Success

•Creating a lifecycle process for cloud, software and solutions
•Best practices in taking customers through the lifecycle
•Outcomes when customer success is executed effectively

Laura McCarty, Senior Director CX at Cisco

Laura McCarty

Senior Director CX
Cisco

2:45 pm - 3:05 pm Case Study: How Rational Transformed Service Delivery With AI

Sidney Lara, VP of Service NA at Rational

Sidney Lara

VP of Service NA
Rational

2:45 pm - 3:05 pm Executive Presentation By McKinsey & Company

2:45 pm - 2:55 pm Demo Spotlight

2:55 pm - 3:05 pm Demo Spotlight

3:05 pm - 3:45 pm Panel: Workflow And Integration Best Practices For More Seamless Automation

•Determining how to automate your manual processes – which should take priority?
•Digital transformation is more than being paper-less. How else can you automate and transform?
•Identifying the best strategies to get all of your systems to work together
•Doing this right so you don’t have to spend more money on customization and getting your systems to talk to one another

Maria Pallotta, Chief of Staff at Canopy Lawn Care

Maria Pallotta

Chief of Staff
Canopy Lawn Care

Gregory Ratcliff, Global Director, Advanced Data Analytics at Vertiv

Gregory Ratcliff

Global Director, Advanced Data Analytics
Vertiv

3:05 pm - 3:45 pm PANEL: Tribal Knowledge Management For Ease And Efficiency

•Determining how to retain the knowledge of those retiring or moving on from your organization
•Delivering tribal knowledge to new engineers that don’t have a lot of time to get caught up to speed
•Building a common repository for tribal knowledge
•Why knowledge management is so important as emerging technologies and a changing workforce are dominant

David D. Douglas, VP Service Management at Scientific Games

David D. Douglas

VP Service Management
Scientific Games

•Examining how different organizations and industries align service, sales, and marketing
•Who should be in charge of what?
•Exploring service and sales alignment tools and consultants to determine if they are right for your organization
•Proven strategies for greater service sales success

Rich Smith, VP Product & Services at Komatsu America Corp.

Rich Smith

VP Product & Services
Komatsu America Corp.

Juliet Pagliaro Herman, Director of Service Marketing and Product Management at Johnson Controls

Juliet Pagliaro Herman

Director of Service Marketing and Product Management
Johnson Controls

Gregory Knight, Chief Customer Officer and SVP of Sales, Marketing, Customer Service and Claims at CenterPoint Energy

Gregory Knight

Chief Customer Officer and SVP of Sales, Marketing, Customer Service and Claims
CenterPoint Energy

Len Vanderhulst, Head of Service Americas at Eppendorf

Len Vanderhulst

Head of Service Americas
Eppendorf

3:45 pm - 4:30 pm Refueling Afternoon Refreshment & Networking Break In The Expo

3:45 pm - 4:30 pm 20 Years of Service Club Bourbon Tasting

Limited Seats Available

A luxe celebration of YOU! Following the tradition established in 2015, service executives with over 20 years experience come together for an exceptional tasting of premium bourbon. Limited seats available. 

Small-group roundtable discussions: Choose 2 (30 minutes each)

#1 Service Branding Innovation
Paul Hatfield, Senior Director, Product Support & Field Service, New Holland North America

#2 Hearing The True Voice Of The Customer To Implement Customer Success Strategies That Actually Make A Difference
Zed Penn, Customer Success Manager, BD Life Sciences

#3 Call Center Routing Optimization And Best Practices
Sarah Wright, Director, Global Customer Support, Healthcare Informatics, ResMed

#4 Increasing Working Capital And Getting Paid Faster With A More Robust FSM Suite
Bruce Breeden, President, Field Service Resources

#5 IoT Solutions To Put The Customer First
Amanda Moore, Head of IT, Customer Solutions, Support & Field Service, Schneider Electric

#6 Using Your Field Service Data To Achieve Business Goals And Improve Revenue
Kevin Garell, Service Operations Manager, Boston Dynamics

#7 Implementing Customer Effort Score Surveys In Field Service
John L. Corliss, VP Global Service & Sales Operations, Fluidigm

#8 Attracting The Right Leaders With Agility And Velocity To Pivot An Organization & Adapt To Market Requirements
Arnaud Allouche, VP Global Service Operations, Hitachi Vantara

#9 Development And Recognition Programs To Increase Employee Engagement And Retention
Michelle Vaccarello, VP Shared Services, Ricoh Americas

#10 Determining The Degree To Which Field Service Contributes To NPS And Customer Experience
Ross Brewer, National Service Director, Belimed

#11 IOT Journeys:  The Good, The Bad, And The Ugly – What The Experts Never Tell You
Michael Lawrence, Senior Director, Global Service Support and Development, SCIEX


Paul Hatfield, Director of Field Service at New Holland North America

Paul Hatfield

Director of Field Service
New Holland North America

Zed Penn, Customer Success Manager at BD Life Sciences

Zed Penn

Customer Success Manager
BD Life Sciences

Sarah Wright, Director, Global Customer Support, Healthcare Informatics at ResMed

Sarah Wright

Director, Global Customer Support, Healthcare Informatics
ResMed

Bruce Breeden, President at Field Service Resources

Bruce Breeden

President
Field Service Resources

Amanda Moore, Head of IT, Customer Solutions, Support & Field Service at Schneider Electric

Amanda Moore

Head of IT, Customer Solutions, Support & Field Service
Schneider Electric

Kevin Garell, Service Operations Manager at Boston Dynamics

Kevin Garell

Service Operations Manager
Boston Dynamics

John L. Corliss, VP Global Service & Sales Operations at Fluidigm

John L. Corliss

VP Global Service & Sales Operations
Fluidigm

Arnaud Allouche, VP Global Service Operations at Hitachi Vantara

Arnaud Allouche

VP Global Service Operations
Hitachi Vantara

Michelle Vaccarello, VP Shared Services at Ricoh Americas

Michelle Vaccarello

VP Shared Services
Ricoh Americas

Ross Brewer, National Service Director at Belimed

Ross Brewer

National Service Director
Belimed

Michael Lawrence

Senior Director, Global Service Support and Development
SCIEX

5:30 pm - 6:30 pm Rock Of Ages Party

The songs of Journey, Bon Jovi, Def Leppard and other artists underscore a party based on the hit musical Rock of Ages. Experience your own Hollywood-style big dreams, festive drinks, and yummy food as we flash back to the 80s together. 

6:30 pm - 6:30 pm Day Two Concludes