Day Two: Service Business Growth and Monetization

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In his current role of Vice President Customer Services, Paul is the head of Airbus Field Service Worldwide, managing deployment and budget for 300+ managers and representatives worldwide and spearheading all customer relationship, services sales, training, and spares performance initiatives across USA and Canada for in-service fleet of 1500+ Airbus aircraft with 17 Operators. Paul has been with Airbus for over 19 years, where he has held various roles in Customer Services including Head of Airbus Customer Support for Middle East/Africa and South Asia for 4 years, Customer Support Director looking after the Middle East for 4 years. Prior to that, he spent 12 years in BAESYSTEMS, formerly British Aerospace in marketing/sales and commercial contracts roles.

 

Don’t miss out on his real-life recommendations on how to understand what’s really important to your customer and where to prioritize your budgets and resources:

-         Quantifying the value of service for customers and stakeholders

-         One size doesn’t fit all: tailoring value proposition to customers’ specific needs and business objectives

-         Driving innovation to improve your products and service offerings, with a heavy focus on servitization

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Ed Morris is a highly accomplished senior operations manager who started his career at Siemens Energy as a Field Service Engineer 20 years ago. After serving in several digital transformation roles, he is now the Head of Digital Marketing for the Generation Service business unit where he is spearheads the adoption of the most innovative digital tools and technologies, driving business transformation and change management initiatives forward.

 

Ed is recognized by peers, colleagues, and executive management for excellence in leading transformation initiatives that align business strategy with system-level enhancements and improvements, as well as his ability to oversee the execution of programs and projects in predominately Agile settings.

 

In his keynote “Moving from the Voice of the Customer to the Mind of the Customer” Ed will share his extensive experience in the power generation service industry, with deep capabilities in field service management and information technology, and will discuss key success factors in running an effective Voice of the Customer program:

-         Turning every face-to-face customer meeting into an opportunity for a mutually-beneficial collaboration

-         Aligning your sales, marketing and service resources around the same customer experience goals

-         Incorporating service feedback in future products design, sales strategy and customer experience programs

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Bart Talloen has over 25 years of broad experience in planning, engineering, project management, continuous improvement, manufacturing and end-to-end supply chain management. In his current role as Vice President, Product Supply Strategy & Deployment, Bart is responsible for developing and deploying advanced processes and capabilities, agile OT systems and disruptive technologies to improve the end-to-end supply chain performance and value creation for the J&J customers. He has helped transform businesses and guided other manufacturers on how to become early Industry 4.0 adopters, and he is joining us to share practical recommendations on:

 

-         Embracing digital trends that impact manufacturers and transform customer partnerships

-         Developing a comprehensive digital transformation strategy, framework and deployment approach to meet future customer and market expectations

-         Overcoming internal bottlenecks stalling the adoption of IoT tools and technologies

-         Driving sustainable business and customer impact in a digitally evolving marketplace

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Outcome-as-a-Service (OaaS) models offer significant promise to the service industry: with the expansion of digitization and the adoption of advanced technologies, more and more service providers have the luxury of guaranteeing outcomes to their clients. However, there is a common understanding in service circles that technology is just an enabler of change, and at the end of the day your service contract is as good as your realistic understanding of your customers’ business needs.

 

This panel discussion explores the pros and cons of the shared risk/reward service model and how to connect the dots between strategy, technology, field performance and customer in order to deliver on promises you make to your buyers:

 

-         Getting to the nuts and bolts of your customers’ operational challenges and crucial business needs

-         Tying the price of the contract back to the service delivery model and to the desired customer outcome

-         Ensuring efficient reporting and customer communication

-         Rethinking and restructuring the way you do business, from initial marketing all the way through delivery

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As the Vice President of Field Operations at Peloton, an indoor cycling and treadmill connected fitness platform that was featured as a #1 Wellness brand on Fast Company’s Top 50 Most Innovative Companies for two consecutive years (2019, 2018), Jamie Beck knows firsthand what it takes to deliver exceptional customer experience and a smooth onboarding process to be able to maintain the industry frontrunner status. With 33 warehouses and a team of 2,000 people to manage, he oversees operations for North America and keeps his finger on the pulse to ensure that Peloton’s field service teams and third-party technicians are fully equipped with the resources, information and tools required to create positive customer experiences.

 

In this keynote, Jamie discusses the importance of technology-fueled scheduling and dispatching processes in a customer onboarding cycle, and how efficient and on-time product installations can add to your competitive advantage and be a contributing customer loyalty factor. Key takeaways include:

 

-         The impact of scheduling and dispatching on onboarding on customer experience and brand perception

-         Scheduling challenges and how to resolve them with the help of technology

-         Selecting solution providers who would support your mission to deliver exceptional service

-        Ensuring smooth transition from legacy systems and processes to automated scheduling and dispatching without service interruptions

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Sophia Williams is Global Vice President and General Manager of the Telecom and Technology division for NCR, which provides services solutions for the top service providers and technology OEMs globally in support of their enterprise clients. In this position, she has full P&L accountability and is directly responsible for all aspects of this division’s performance, including sales, service delivery, offer development, marketing and general management. Before moving to her present role, Sophia was the Global Services Sales Vice President at NCR responsible for NCR’s $2.5B services business world-wide. Prior to joining NCR, she held positions as the Worldwide Vice President for Services Sales and as Chief Marketing Officer for Avaya Global Services. In addition, she has served in various general management, sales, services, and customer care leadership positions at Lucent Technologies and AT&T.

 

Sophia has a reputation as an innovative, high-energy leader who achieves significant growth in challenging environments, and she is bringing her expertise in creating a high-performance growth culture and employee engagement best practices to help you:

 

-         Analyze your current employee engagement levels and the correlation to customer satisfaction and performance

-         Identify areas for improvement and technologies/tools you can invest in to boost technician engagement and satisfaction

-        Beyond the tech talk: leadership strategies that “humanize” your technicians

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Kathleen is an agile operations and strategy Senior Director at Charter Communication, a Fortune 500 telecommunications and mass media company that offers its services to consumers and businesses under the branding of Spectrum. In her role, she focuses on evaluating customer impact associated with acquisition, engagement and experience models.

 

Kathleen’s keynote explores the traditional commitment between a service provider and a client, the evolving nature of service-level agreements (SLA) and practices a service organization can put in place in order to better manage customer expectations. Key takeaways include:

 

-         Considerations for establishing SLA metrics that will motivate the appropriate behavior on behalf of the service provider and the customer

-         Providing customers with clarity about the service-level credits and remedy available to customers to compensate for service-level failures

-        Evaluating tools that automate the capturing and displaying of service-level performance data

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

 

1.       Topic to Be Confirmed

• ProntoForms

 

2.       Increasing Technician Utilization with Dynamic Scheduling

• David Douglas, Vice President Service Management, Scientific Games

 

3.       Encouraging Customer’s Buy-In for Digital Innovation

• Laura McCarty, Senior Director, Customer Experience, Cisco

 

4.       Keeping the Culture Strong Throughout Change Management

• Kevin Hilbert, CFSP, Manager of Technical Services – North America, Henny Penny

 

5.       An Untapped Source for New Hires: Recruiting More Women into Field Operations Roles

• Dot Mynahan, Executive Director, Field Operations, Otis Elevator Company

 

6.       Addressing Independent Contractor and 3rd Party Service Compliance Restrictions

• Dan Kelly, Director, Field Service, Hunter Douglas

 

7.       Cutting Warranty Overheads through Predictive Service

• Mike Dixon, Service Support Manager, Hitachi Construction Machinery Loaders America Inc.

 

8.       Efficiency in the Field: Best Practices in Maintenance Scheduling and Geo-Optimization

• Paul Hatfield, Field Service Director, CNH Industrial

 

9.       Exploring IoT Successes that Have Transformed Field Service

• Bill Pollock, President and Principal Consulting Analyst, Strategies for Growth

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