Field Service Amelia Island 2020
August 17 - 19, 2020
The Ritz-Carlton Amelia Island, FL
Day Two: Service Business Growth and Monetization
Tuesday, August 18, 2020
Putting the Voice of the Customer at the Heart of Your Service Strategy to Secure Competitive Edge and Profitability
7:00 am - 8:00 am Networking & Breakfast In The Expo
7:00 am - 8:00 am VIP Think Tank Breakfast
8:00 am - 8:10 am Welcome Remarks
8:10 am - 8:25 am Chairperson's Opening Address
Sponsored by: IFS
8:25 am - 8:45 am Keynote: Driving Measurable Value for Your Customers
8:45 am - 9:05 am Keynote: Moving from the Voice of the Customer to the Mind of the Customer
9:05 am - 9:25 am Keynote: Creating Value for Customers in a Highly Connected World
9:25 am - 9:45 am Sponsored Keynote
Aquant
Sponsored by: Aquant
9:45 am - 10:25 am Panel: Succeeding in Outcomes-Based Service and Contract Bidding
Byron Clark
Vice President- North America Field Service Operations3M Health Care, Medical Solutions Division
10:25 am - 11:10 am Refreshments & Networking Break In The Expo Hall
11:10 am - 11:30 am Keynote: Digitizing Your Scheduling and Dispatching System to Win Customers’ Loyalty
11:30 am - 11:50 am Sponsored Keynote
ServiceMax
Sponsored by: ServiceMax
11:50 am - 12:10 pm The Domino Effect: Keeping Your Employees Happy and Engaged to Create Improved Customer Experiences
12:10 pm - 12:30 pm Keynote: Delivering on SLA Promises though a Continuous End-to-End Service Framework Analysis and Improvements
12:30 pm - 1:30 pm Lunch
12:30 pm - 1:30 pm Private Lunch
12:30 pm - 1:30 pm Women in Field Service Lunch
*Ladies only
*Limited Availability – pre-event RSVP required
Who Runs the World? Girls!
Back by popular demand! Ladies, we invite you to meet and network with like-minded female field service practitioners over lunch, make new friends and share your tips and tricks for achieving a healthy work-and-life balance and conquering the world of reverse logistics. Make sure to RSVP in advance!
Track A: Maximizing the Value of Service Data
1:30 pm - 1:40 pm Chairperson’s Afternoon AddressTrack A: Maximizing the Value of Service Data
1:40 pm - 2:00 pm Case Study: Embracing Connectivity, Escaping Cybersecurity Threats
Track B: Continuous Improvement and Innovation
1:30 pm - 1:40 pm Chairperson’s Afternoon AddressTrack B: Continuous Improvement and Innovation
1:40 pm - 2:00 pm Case Study: Legacy Modernization – Upgrading to Salesforce for Service
Track C: Creative Boardrooms Small Group Networking
1:30 pm - 2:20 pm Creative BoardroomSponsored by: Salesforce
2:00 pm - 2:20 pm Sponsored Presentation
Zinier, Inc.
Sponsored by: Zinier
2:00 pm - 2:20 pm Sponsored Presentation
2:20 pm - 3:00 pm Panel: The Shift from Predictive to Prescriptive Service
2:20 pm - 3:00 pm Panel: Becoming a True Customer Success Organization
2:40 pm - 3:30 pm Creative Boardroom: Extended Field Service: The Dos and Don’ts of Warranty Management
3:00 pm - 3:20 pm Case Study: Becoming a Proactive Service Provider: Leveraging Real-Time Data Analytics to Deliver Improved Customer Experience
3:00 pm - 3:20 pm Case Study: Augmented Reality for Field Service: Five Reasons Why You Need to Invest in AR and Wearables Today
3:20 pm - 4:10 pm Afternoon Refreshment & Networking Break In The Expo
3:20 pm - 4:10 pm Creative Boardroom: Inside Vice President’s Office: Delivering Better Service and Enhanced Customer Experience through Cross-Functional Collaboration and Data-Driven Decision-Making
Join the “Inside Vice President’s Office” creative boardroom to benchmark your leadership strategies,
deliberate on your customer and product data collection successes and failures and develop an action
plan on how to innovate your service model through cross-functional team collaboration and
improved communication with the customer.
Key takeaways include:
- Defining what optimal field service look likes for industry stakeholders and what kind of
transformation is required to achieve service levels that meet each business unit’s objectives
- Establishing data ownership and promoting informed, data-driven decision-making
- Leveraging data and virtual representations of the equipment to maximize benefits created by the
equipment
- Creating win-win partnerships for the customer and the field service provider
*VP service practitioners only
**Limited availability – must RSVP to attend
Josef Kreigmair
Representative Production Turbine Blade / Structure CastingsMTU Aero Engines AG
4:10 pm - 4:50 pm Guest Speaker: A Peek Behind the Curtain - The Magic of Leadership
4:50 pm - 6:00 pm Beer-Tasting Toolbox Talks
Speakers:
Paul Hatfield Director of Field Service New Holland North America
David D. Douglas VP Service Management Scientific Games
Laura McCarty Senior Director CX Cisco
Mike Dixon Service Support Manager Hitachi Construction Machinery Loaders America Inc.
Kevin Hilbert CFSP, Manager of Technical Services – North America Henny Penny
Dot Mynahan Executive Director, Field Operations Otis Elevator
Bill Pollock President & Principal Consulting Analyst Strategies For Growth
Dan Kelly Director, Field Service Hunter Douglas
Paul Hatfield Director of Field Service New Holland North America
David D. Douglas VP Service Management Scientific Games
Laura McCarty Senior Director CX Cisco
Mike Dixon Service Support Manager Hitachi Construction Machinery Loaders America Inc.
Kevin Hilbert CFSP, Manager of Technical Services – North America Henny Penny
Dot Mynahan Executive Director, Field Operations Otis Elevator
Bill Pollock President & Principal Consulting Analyst Strategies For Growth
Dan Kelly Director, Field Service Hunter Douglas
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
