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
7:00 am - 8:00 am Women In Service Private Breakfast
Support other women in the service industry, build strong connections, have fun!
Juliet Pagliaro Herman
Director of Service Marketing and Product ManagementJohnson Controls
8:00 am - 8:05 am Welcome Remarks
8:05 am - 8:20 am Chairperson's Opening Address
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.
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
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.
9:20 am - 10:00 am Panel: Identifying How To Truly Move From Reactive To Proactive Service
•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
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
11:05 am - 11:25 am 3 Use Cases For Digital Tools In Service Execution
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.
Cathy Klein
Global Transformation Leader, Strategic Management OfficeSensormatic 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 DivisionMitsubishi 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?
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 SportscasterNBC 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
Adam Wolfe
Network Quality ManagerCatalina
Track B: Service Innovation
1:45 pm - 1:55 pm Chairperson’s Afternoon Address
1:55 pm - 2:45 pm Interactive Workshop: Applying Marketing Concepts And Cultural Shifts To Boost The Effectiveness Of Your Technician Recruiting Program
Track C: Customer Success
1:45 pm - 1:55 pm Chairperson’s Afternoon Address
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
2:45 pm - 3:05 pm Case Study: How Rational Transformed Service Delivery With AI
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
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
3:05 pm - 3:45 pm PANEL: How To Better Align Service, Sales, And Marketing
Speakers:
Rich Smith VP Product & Services Komatsu America Corp.
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 CenterPoint Energy
Len Vanderhulst Head of Service Americas Eppendorf
Rich Smith VP Product & Services Komatsu America Corp.
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 CenterPoint Energy
Len Vanderhulst Head of Service Americas Eppendorf
•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
Juliet Pagliaro Herman
Director of Service Marketing and Product ManagementJohnson Controls
Gregory Knight
Chief Customer Officer and SVP of Sales, Marketing, Customer Service and ClaimsCenterPoint Energy
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.
4:30 pm - 5:30 pm Beer-Tasting Toolbox Talks
Speakers:
Paul Hatfield Director of Field Service New Holland North America
Zed Penn Customer Success Manager BD Life Sciences
Sarah Wright Director, Global Customer Support, Healthcare Informatics ResMed
Bruce Breeden President Field Service Resources
Amanda Moore Head of IT, Customer Solutions, Support & Field Service Schneider Electric
Kevin Garell Service Operations Manager Boston Dynamics
John L. Corliss VP Global Service & Sales Operations Fluidigm
Arnaud Allouche VP Global Service Operations Hitachi Vantara
Michelle Vaccarello VP Shared Services Ricoh Americas
Ross Brewer National Service Director Belimed
Michael Lawrence Senior Director, Global Service Support and Development SCIEX
Paul Hatfield Director of Field Service New Holland North America
Zed Penn Customer Success Manager BD Life Sciences
Sarah Wright Director, Global Customer Support, Healthcare Informatics ResMed
Bruce Breeden President Field Service Resources
Amanda Moore Head of IT, Customer Solutions, Support & Field Service Schneider Electric
Kevin Garell Service Operations Manager Boston Dynamics
John L. Corliss VP Global Service & Sales Operations Fluidigm
Arnaud Allouche VP Global Service Operations Hitachi Vantara
Michelle Vaccarello VP Shared Services Ricoh Americas
Ross Brewer National Service Director Belimed
Michael Lawrence Senior Director, Global Service Support and Development SCIEX
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
Michael Lawrence
Senior Director, Global Service Support and DevelopmentSCIEX
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.
