Day Two: Service Business Growth and Monetization
7:00 am - 8:00 am Networking & Breakfast In The Expo
7:00 am - 8:00 am VIP Think Tank Breakfast
Our Think Tank Breakfast is designed for Director+ level attendees who’d like to strengthen their professional network and discuss service priorities for the year with senior industry decision makers in a small group setting.
*Service practitioners only
**Limited availability – must RSVP to attend
8:10 am - 8:25 am Chairperson's Opening Address
Marne MartinPresident of IFS Service Management
8:25 am - 8:45 am Keynote: Driving Measurable Value for Your Customers
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
Paul OliverVice President, Customer Services
8:45 am - 9:05 am Keynote: Moving from the Voice of the Customer to the Mind of the Customer
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
Edward MorrisHead of Digital Marketing, Generation Service
9:05 am - 9:25 am Keynote: Creating Value for Customers in a Highly Connected World
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
Bart TalloenVice President Supply Chain Strategy
Johnson & Johnson
9:45 am - 10:25 am Panel: A New Customer Conversation: Succeeding in Outcomes-Based Service
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
Byron ClarkVice President- North America Field Service Operations
3M Health Care, Medical Solutions Division
Stacy ShermanDirector, Customer Experience and Employee Engagement
Schindler Elevator Corporation
Marne MartinPresident of IFS Service Management
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
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
Jamie BeckVice President, National Field Service Operations
11:30 am - 11:50 am Sponsored Keynote
11:50 am - 12:10 pm The Domino Effect: Keeping Your Employees Happy and Engaged to Create Improved Customer Experiences
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
Sophia WilliamsVP and General Manager, Telecom and Technology Business Unit
12:10 pm - 12:30 pm Keynote: Delivering on SLA Promises though a Continuous End-to-End Service Framework Analysis and Improvements
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
Kathleen HayesSenior Director, Operations Strategy
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
*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 Data1:30 pm - 1:40 pm Chairperson’s Afternoon Address
Track A: Maximizing the Value of Service Data1:40 pm - 2:00 pm Case Study: Embracing Connectivity, Escaping Cybersecurity Threats
Join Kevin Derr, an experienced data analytics and security executive who has led large development teams through the transformation from typical siloed environments into matrix managed organizations guided by Lean principles for numerous medical device organizations, for takeaways on how to protect your brand and help your customers avoid cybersecurity threats in a highly regulated industry:
- How do you work around all the connectivity and cybersecurity roadblocks?
- How do you communicate effectively with the customer to ensure that they see the value in your service?
- How do you foresee and plan for potential cyberattacks, outages and privacy violations?
Kevin DerrHead of Data Analytics and Chief Security Officer
Track A: Maximizing the Value of Service Data2:00 pm - 2:20 pm Sponsored Presentation
Track B: Continuous Improvement and Innovation1:30 pm - 1:40 pm Chairperson’s Afternoon Address
Track B: Continuous Improvement and Innovation1:40 pm - 2:00 pm Case Study: Legacy Modernization – Upgrading to Salesforce for Service
Kelly O’Neal is the Director of Service and Field Operations where he leads the commercial management and implementation strategies of service at Monteris Medical, a privately held company that develops and markets innovative MRI-guided, laser-based systems for the ablation of brain lesions. He has been instrumental in “small company” strategic implementation within many departments at Monteris, including sales, marketing, business development, training, and now customer service and operations.
Kelly brings his 12 years of experience in service and clinical sales along with practical recommendations on how to ensure smooth transition to Salesforce:
- Transitioning to tech-enabled processes
- Managing upgrades and system updates
Kelly O’NealDirector of Service
Track B: Continuous Improvement and Innovation2:00 pm - 2:20 pm Sponsored Presentation
2:20 pm - 3:00 pm Panel: The Shift from Predictive to Prescriptive Service
When implemented correctly, predictive maintenance and automation will transform service operations, making the equipment uptime more consistent and reliable and offering the wealth of data insights that could be leveraged for bettering product serviceability.
This panel discussion breaks down the process of selecting among sophisticated technologies that make automation possible, and taking your service one step closer step further towards the prescriptive approach with the help of all the data you are collecting:
- Using statistics and modeling to track and analyze real-time and historical performance data and pick out the warning signs for potential component failure
- Solving critical issues brought up in the predictive data analysis
- Leveraging machine learning and AI-powered technologies to process structured and unstructured data to generate intelligent, data-driven decision options to optimize future performance and outcomes
Dan KellyDirector, Field Service
Stan PorchiaDirector, Field Service Operations Canada
3:00 pm - 3:20 pm Case Study: Becoming a Proactive Service Provider: Leveraging Real-Time Data Analytics to Deliver Improved Customer Experience
Greg Parker provides vision and direction to Field Service teams at Thermo King, a global leader in manufacturing and innovating transport temperature control systems for a variety of mobile applications, including trailers, truck bodies, buses, shipboard containers and rail cars. The manufacturer’s global network reach provides service almost anywhere in the world, relying on a sophisticated parts and distribution system that can deliver any of 20,000 parts, anywhere in the world, overnight.
While fast and efficient response to problems anywhere is a key competitive differentiator every service organization aspires to achieve, downtown prevention and efficient data leveraging is even more important in today’s age. Greg’s case study discusses Thermo King’s approach to correcting the breakdown points of parts and units in advance versus discovering them in use, performing endurance testing to replicate the severe and extreme conditions in which company’s products perform, as well as an extensive monitoring of customer network units performance data in actual use. Key takeaways include:
- Leveraging data to prevent equipment downtime
- Maximizing data collection and processing capabilities
- Using simulation process as part of company’s design process for optimized preventive maintenance and asset performance
Greg ParkerDirector of Services
2:20 pm - 3:00 pm Panel Interactive: Becoming a True Customer Success Organization
Join our expert speakers for an interactive discussion about how their organizations define customer centricity, what it takes to put the customer at the heart of service strategy, the misconceptions providers have about their customers businesses, and what it really takes to put yourself in your clients’ shoes and see service delivery though their eyes. Key talking points include:
- Defining customer success and what it means for your organization
- Establishing the need for customer success in today’s service environment
- Should customer success be carried out on an account level, in sales, support, service, or all of the above?
- Establishing customer success metrics and KPIs
Greg WilsonDirector of Service
Nader BayaniSenior Director, Service & Support
3:00 pm - 3:20 pm Panel Interactive Working Groups: Becoming a True Customer Success Organization
Small Group Networking: Discuss your customer experience challenges and best practices in response to a question/challenge posed by the panel moderator.
Greg WilsonDirector of Service
Nader BayaniSenior Director, Service & Support
2:40 pm - 3:30 pm Creative Boardroom: Extended Field Service: The Dos and Don’ts of Warranty Management
3:20 pm - 4:10 pm Afternoon Refreshment & Networking Break In The Expo
3:20 pm - 4:10 pm Service Leadership Meetup: 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” service leadership meetup to benchmark your service strategies and priorities, 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 KreigmairRepresentative Production Turbine Blade / Structure Castings
MTU Aero Engines AG
4:10 pm - 4:30 pm Keynote: Topic to Be Confirmed
4:30 pm - 5:30 pm Beer-Tasting Toolbox Talks
Paul Hatfield Director, Product Support and Field Service, Aftermarket Solutions- AG CNH Industrial
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
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
Paul HatfieldDirector, Product Support and Field Service, Aftermarket Solutions- AG
David D. DouglasVP Service Management
Mike DixonService Support Manager
Hitachi Construction Machinery Loaders America Inc.
Kevin HilbertCFSP, Manager of Technical Services – North America
Dot MynahanExecutive Director, Field Operations
Bill PollockPresident & Principal Consulting Analyst
Strategies For Growth
Dan KellyDirector, Field Service