August 19 - 21, 2019
The Ritz-Carlton Amelia Island, FL
Monday, August 27 | Day One: Building World-Class Service Operations
Sunday, August 26 | Pre-Conference Networking Kickoff Monday, August 27 | Day One: Building World-Class Service Operations Tuesday, August 28 | Day Two: Digital Solutions To Achieve Customer Success Wednesday, August 29 | Day Three: Culture, Tools, And Team: Contributing To The Next Generation Of Service Success
7:00 am - 8:00 am Registration & Breakfast In The Exhibit Hall
8:00 am - 8:15 am Welcome Remarks & Ice Breaker
8:15 am - 8:35 am Chairperson’s Opening Remarks: How Communication Technology Is Opening The Door For Growth At DISHNick Rossetti - Senior Vice President, In-Home Services Dish Network
Best known for its satellite TV service, DISH has been aggressively pursuing category leadership for service with its customer-oriented campaign, “Tuned In To You” The focus has been rewarding both for customers and DISH: during the company’s earnings call earlier this month, CEO Erik Carlson noted that they rank highest in customer satisfaction for in-home service technicians by J.D. Power.
As the company expands into new markets, including ones that rely heavily on its field service teams, DISH recognizes it faces risks. Chief among them is the struggle to ensure that its reps, many of whom are servicing new products, have the knowledge they need when installing or repairing a product in home.
DISH Senior Vice President of In-Home Services, Nick Rossetti, and Zinc CEO Stacey Epstein will join together in this lively keynote and share how DISH, as it enters new markets, is leveraging cutting edge technology to deliver an excellent customer experience while building employee engagement and performance.
Nick RossettiSenior Vice President, In-Home Services
8:35 am - 8:55 am Smart Elevators And Predictive Maintenance - From Reactive To Proactive And PredictiveYonni Hoffman - Head of Lodging Service Business KONE Americas
KONE Americas, an organization that has embraced IoT and AI for service, will share how they’ve created success in their innovative service organization.
Yonni HoffmanHead of Lodging Service Business
8:55 am - 9:40 am PANEL: Getting A Grip On Customer Experience To Move The Needle Of ServiceTony McGraw - Vice President, Central Operations – North American Building Solutions Johnson Controls Daryn Henry - Vice President, Farmers Agent Service Operations Farmers Insurance Aaron Salow - Founder & CEO XOi Technologies
- Determining the best ways to monitor and manage customer satisfaction and NPS
- Deciding how to manage competing KPIs
- Assessing different software and platforms that can help you capture customer experience insights
- Implementing insights into your operations for better customer success
Tony McGrawVice President, Central Operations – North American Building Solutions
Daryn HenryVice President, Farmers Agent Service Operations
Aaron SalowFounder & CEO
9:40 am - 10:00 am Lessons Learned Around The Enterprise Deployment Of Augmented Reality
With over 20 years in service at Siemens Healthcare, Ron will share with you how their organization has adopted AR and other innovative technologies to advance their service operations and make their customers happy.
10:00 am - 10:20 am Shifting The Service Technician Selling Paradigm: Can Service Technicians Be Trained And Incentivized To Successfully Sell Service?Bob Sucaet - Vice President, Global Flow Lifecycle Services Emerson Automated Solutions
- Identifying best practices to shift the thinking in your organization toward a culture of Service-Technician-driven sales
- Defining the Purpose or your Technicians role
- Introducing the idea of technicians selling in the field to your organization
- Training technicians to help customers buy needed service
- Knowing what, and more importantly, what not to emphasize in technician training to promote seamless service selling
Bob SucaetVice President, Global Flow Lifecycle Services
Emerson Automated Solutions
10:20 am - 10:40 am So I Have All This Data, Now What Can I Do With It?David Bochenski - Chief Technology Officer Cognito iQ
The pace of new technology appearing on the market continues to accelerate, and the amount of data organisations are capturing is growing exponentially. It’s often still the case however that businesses struggle to keep pace with the advances in technology, and are routinely frustrated by their ability to leverage the data to achieve actionable business outcomes.
During the keynote David will be discussing how business can use the power of cloud native technology to:
- Understand what’s really going on in their workforces
- Use machine learning techniques to unlock insights into better performance
- Leverage IoT telemetry to gain efficiencies in your service operation
- Use A/B techniques in real time to ‘out learn’ your competition
David BochenskiChief Technology Officer
10:40 am - 11:25 am Orange Crush: Games & Networking In The Exhibit Hall
11:25 am - 12:25 pm Interactive Workshop A: Winning Strategies For Making Digital Field Service A Reality And Not Just A Dream – And How Your Business Model Will Transform In The ProcessNikki Bishop - Head of Global Field Service & Digital Operations Siemens Edward Morris - Head of Digital Operations, Power Generation Service Siemens
- Tackling the challenge of digital transformation of field service – getting buy in, delivering and driving sustainable change
- Leveraging digital technology to support service business model evolution
- Workforce enablement of personnel within your business
- Workforce enablement of customers to be more efficient within their operations also how the enablement allows for more seamless interaction/collaboration of internal and customer personnel
- Talent management techniques to support your digital workforce - handling the generational concerns, young early adopters vs. experienced traditionalists…we need both equally
Nikki BishopHead of Global Field Service & Digital Operations
Edward MorrisHead of Digital Operations, Power Generation Service
11:25 am - 12:25 pm Interactive Workshop B: Energize Your Customers, Your Service Reps, And Your Bottom Line: Turning Your Service Department Into Your Most Profitable Revenue SourceDan Jourdan - Founder The Sales Energizer
- The three underutilized motivators that will instantly get more new business from your service reps
- How to get more referral business from your service calls
- The biggest secret your techs can use to convert an unhappy complaint call into a rabid fan, supporter, and PROFIT!
The Sales Energizer
11:25 am - 12:25 pm Interactive Workshop C: Customizing Data Analysis For Territory And Dispatch DesignGreg Burcham - Head of Service Effectiveness MilliporeSigma
- Exploring different ways of using tools available to look at data in a fresh light
- Identifying reporting limitations on FSM software and alternative workarounds
- Customizing pivot tables and Excel for analysis
- Sharing a territory management case study example
Greg BurchamHead of Service Effectiveness
12:25 pm - 1:25 pm Lunch
1:25 pm - 2:25 pm Interactive Workshop D: How Counter Terrorism Units Use Artificial Intelligence To Save The World
A combination of artificial intelligence and experts’ wisdom has become the ultimate edge in fighting terror across the globe. Join us in this session to learn how the best counter terrorism units in the world use artificial intelligence to handle big data, make snap decisions and extract life saving insights from what may have once been considered useless data.
Learn how we brought the same approach to the service world to maximize machine uptime.
We call it, uptime as a service.
1:25 pm - 2:25 pm Interactive Workshop E: The Rise of Asset and Service Data Gravity
Generation Z, (those born from the mid-1990s onwards) will be the last to remember a product-based economy, according to a new global research by Vanson Bourne and GE Digital. 87% of six hundred respondents say the successful collection and use of asset service data will have an impact on their organisation’s ability to remain competitive and automatic collection and the analysis of service and asset data delivers a 14% revenue boost, along with insights for almost every other part of a business.
Join us to learn how your service organization can use Asset and Service Data to became a world class organization and deliver profitability consistently by reducing cost and driving up utilization and customer upsells.
1:25 pm - 2:25 pm Interactive Workshop F: The Future of Digital Field ServiceJohn Ranalli - Senior Product Manager Oracle
Discover the power of adaptive intelligence: innovates field enablement through context-aware chat/video chat. Service is the new battleground for driving sales and capturing and retaining customers. Learn how to drive lower costs and latency out of the service function, increase revenues, and deliver new contextual insight of the asset install base through IOT and real-time predictive analytics.
- Predict when a job will start, and how long it will take, with 98 percent accuracy
- Leverage accurate predictions to keep customers informed and improve satisfaction
- Drive higher productivity, greater efficiency, and cost savings due to optimized job assignment and intelligent routine
John RanalliSenior Product Manager
2:25 pm - 3:25 pm Interactive Workshop G: Demand Forecasting And Capacity Planning Best PracticesMartin Boggess - Vice President, Manufacturing & Supply Chain Hitachi Solutions America
- Analyzing your current demand forecasting and capacity planning strategy to identify areas for improvement
- Outlining the key elements of successful demand forecasting and capacity planning
- What tools can help you achieve your goals most effectively?
- Measuring the effectiveness of your capacity planning program
Martin BoggessVice President, Manufacturing & Supply Chain
Hitachi Solutions America
2:25 pm - 3:25 pm Interactive Workshop H: Aligning Technologies And Vision – How A Simple, Powerful Technology Enabled Johnson Controls To Revolutionize Interactions With Their Technicians
While Johnson Controls was looking for a technology to combat competition and provide proof of value to their customers, they discovered ProntoForms. Little did they know, mobilizing checklists would uncover a world of possibilities to rethink how the organization interacts with the technician and provide them with an effective path to implementing and actualizing their technology approach.
Join ProntoForms’ CEO Alvaro Pombo as he sits down with Pat Foley, Manager of Service Technologies, Innovation & Strategies for Johnson Controls, for a candid discussion on their unanticipated business transformation. Hear how to get started, where new opportunities were discovered, and what kind of challenges are being solved by incorporating this technology into their processes.
Attendees will also get a sneak peek at what innovations ProntoForms and Johnson Controls are building together as new opportunities are discovered.
2:25 pm - 3:25 pm Interactive Workshop I: Using Video, AR And AI-Powered Platforms For Visual Collaboration & Knowledge Sharing To Enhance Internal And Customer Support
3:25 pm - 4:10 pm Monday Madness: Games & Networking In The Exhibit Hall
3:25 pm - 4:10 pm 20 Years of Service Club Bourbon Tasting
An exceptional tasting of premium bourbon to celebrate your dedication to the service industry.
4:10 pm - 5:10 pm Interactive Workshop J: Motivating Baby Boomers Through Millennials To Drive Exceptional Service Performance
In this workshop, we will discuss the challenges of a multigenerational workforce comprised of baby boomers, gen x’ers and millennials. Baby boomers are postponing retirement, generation x’ers are the forgotten generation and millennials bring a totally new perspective to the meaning of work.
Tom will present the key drivers of each generation and provides The Universal Services Framework to unify these groups to drive exceptional Service performance! Tom has successfully used the Universal Services Framework to improve customer satisfaction from 75% to 95% in 11 months, margin performance from 6% to 28% in 9 months and employee utilization from 45% to 70% in 6 months. This is a presentation that will focus on the multi-generational work force in the service sector with a specific emphasis on Millennials. Tom has continued his research in this area and will have new updated information to share with you in August!
4:10 pm - 5:10 pm Interactive Workshop K: Service Transformation In The Utility Industry
Think back to when someone took an extra unnecessary (but very welcome) step to make your situation better or day brighter. Do you remember how it made you feel? How often do your customers feel this way? When they experience a sense of “magic” from your team, they are much more likely to be satisfied, loyal, and/or make a purchase. But magic doesn’t – poof – just appear. You need to empower your team to become magicians. Syd will share practical examples of magical realism in business, and help you adjust your operations to break the mold, prepare for the unexpected, and establish individual branding.
4:10 pm - 5:10 pm Interactive Workshop L: Industry Board RoomsFred Walkover - Vice President, Operations – Mid-Atlantic Altice USA Heather Cone - Head of Platform Design ServiceLive Amy Corwin - Manager, National Contractor Services ServiceLive
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of your specific industry, including: (choose one)
#1 Medical Device
Patrick Dell, Regional Director of Service, Varian Medical Systems
#2 Small & Medium Business (SMB)
Scott Wooden, Field Service Manager, Card-Monroe Corp
Fred Walkover, VP of Operations, Altice Technical Services
#4 3rd Party Service Providers
Heather Cone, Head of Platform Design, ServiceLive
Amy Corwin, Manager, National Contractor Services, ServiceLive
Fred WalkoverVice President, Operations – Mid-Atlantic
Heather ConeHead of Platform Design
Amy CorwinManager, National Contractor Services
5:10 pm - 6:10 pm Puttin’ On The Ritz Cocktail Reception In The Exhibit Hall
We’re throwing it way back (one hundred years back!). Join us for an evening of glitz and glamour, roaring 20s style.