Webinars

Watch the full video where we'll dive into key findings from our recent research report, revealing how field service organizations are investing in new technologies. Discover how these innovations are transforming customer interactions and empowering field service leaders and technicians. We'll explore the shift towards utilizing AI and Field Service Management (FSM) tools to enhance operational efficiencies, enable predictive maintenance, optimize resources, and elevate customer experiences. Don't miss this opportunity to learn how cutting-edge technologies are reshaping the field service landscape.

Speakers:

• Rashid Abdur-Rahman, SVP of Customer Experience, Zuper
• Michael Blumberg, Founder & CEO, Blumberg Advisory Group
  
• Chris Rand, Head of Research, WBR Insights

Key Takeaways:

• Key Challenges Faced in Fleet Management
• Adoption of Fleet Management Technologies
• Driver Safety and Performance
• Spend Management Effectiveness
• Integration of AI in Workforce Management

Speakers:

• Jim Higby, Lead, Safety and Compliance Strategy, Motive
• Nick Oney, Director of Fleet, Kendall & Xylem
• Chris Rand, Head of Research, WBR Insights

Key Takeaways:

• Key findings from Worldwide Business Research’s latest survey of field service professionals
• How field service organizations can incorporate self-service technologies such as AI, AR/VR, and remote video chat to retain and upsell customers, while accurately forecasting demand and optimizing the workforce 
• Takeaways from Field Service Palm Springs 2023: Celebrating 20 Years of Reimagining the Future of Field Service

Speakers:

Chris Rand, Head of Research and Content Production, WBR Insights

Bulent Cinarkaya, GM, Field Service Management, ServiceNow

Nikki Narang, Senior Director, Product Management, ServiceNow

Megan Magee, Senior Product Marketing Manager, ServiceNow

Key Takeaways:

• Navigating industry and economic disruptions with a new level of agility
• How to achieve new levels of insight, collaboration, and efficiency to increase satisfaction and reduce costs
• Combining the right data capabilities with a data culture to enable better decisions and transformative processes

Speakers

• Jerry Hawk, Chief Operating Officer, Hitachi Solutions
• Charles Lamanna, Corporate VP, Business Applications & Platforms, Microsoft

Key Highlights:

• Leverage messaging, voice, video or push to talk - all in one app
• Troubleshoot with teams to solve issues faster
• Stay connected with colleagues at the office
• Eliminate wasted time between jobs

Speakers:

• Joshua Duclos, Field Service Manager, Vivint Smart Home
• Scott Ewart, Product Manager, Zinc

During this webcast, Patrice will cover key topics such as:

• Identifying and aligning priorities with the c-suite
• Understanding and using key KPI’s to deliver profitability consistently 
• Developing a future ready field team

Featured Speaker:

• Patrice Eberline, Vice President, Global Customer Transformation, ServiceMax from GE Digital

Key Takeaways:

• The business opportunity associated with Field Service solutions
• Actionable insights that allow organizations to effectively overcome common challenges associated with Field Service solution deployment
• Real-life use cases as to how these insights have helped other organizations

Featured Speaker:

• Michael Shannon, Senior Product Manager, KoreWireless

Key Takeaways:

• Through AR, you can provide quicker response times and problem resolution, dramatically improving customer satisfaction
• Rapid adoption of AR is possible
• AR solutions can provide immediate ROI without requiring capital expense and long implementations

Keynote Speaker:

• Andrew Martin, Marketing Technology Global Portfolio Manager, Diversey

Key Takeaways:

• See how a leader in the aquatics facility management field is using Field Service Lightning to drive loyalty by optimizing the customer experience and minimizing management headaches
• Learn how you can empower your mobile workforce with the latest technology and meet the rising demands of today’s connected customer

Speakers:

• Mehdi Pahlavan, Chief Operations Officer, Superior Pool, Spa & Leisure
• Karen Mehal, VP, Field Service Lightning, Salesforce
• Karthik Shankar, Product Manager, Field Service Lightning, Salesforce

Key Takeaways:

• See what’s driving digital transformation in the service economy, and what it means for business
• Learn what people, processes, and technology are needed for success
• Get a step-by-step roadmap on how to begin your outcome-based service model journey​​​​​​

Featured Speaker:

• Michael Mendoza, Field Service Practice Lead, Hitachi Solutions America

Learn how AI technology can help your business: 

• Capture data from siloed and scattered sources, like CRMs, WFMs, field notes, service tickets – and even the minds of tenured employees
• Empower your entire service team with access to data that helps them solve service challenges more efficiently. 
• Make significant performance improvements in first contact resolution, parts consumption, and service costs. 

Speakers:

• Mark Hessinger, VP of Global Customer Services, 3D Systems
• Chris Caron, VP of Global Sales, Aquant

Join our webinar to uncover best practices for rethinking supply chains, workflows and delivery cycles in a circular economy, and how artificial intelligence (AI) in concert with service, project and asset management technology can help you become a sustainable service business.

• Rethinking supply chains, workflows and delivery cycles in a circular economy
• Using AI-powered technology to transform scheduling strategies
• Overcoming changing labor demands as autonomous vehicles join your fleet using AI

Featured Speaker: 

• Bob De Caux, VP, AI and Automation, IFS

Join our industry experts as they break down ways to conquer challenges to adapting to a shifting regulatory landscape, recognize opportunities for growth, and implement strategies for managing risk in a connected service model.

After just one hour, walk away with insights on:

• Planned obsolescence of the “break/fix” service model
• How the regulatory landscape has changed
• Opportunities from a new approach to the “extended digital thread”
• Strategies for managing risk in a connected service model
• Key elements behind building the business case

Featured Speakers:

Rodney Holmes,  IoMT Lead, Life Sciences, Kalypso

Shelby Hegy,  Senior Solutions Evangelist,  PTC

Anthony Moffa, Sr. Director, ThingWorx Product Management,  PTC

What are the vital field service success elements that can make your organization provide top of class service? Find out during our September 15th webinar, where we'll break down:

• The ability to integrate to multiple ERPs, accounting and other systems
• How drilled down reporting can change the direction of your business
• Extensive integration with all the prominent ERP’s like Business Central, CMiC, NetSuite, Dynamics GP
• and more!

Featured Speakers:

• Greg Garritsen Director of Business Development, FieldPoint
• Hannah Peacock Business Process Coordinator, North Mechanical Contracting & Service
  

We've done the research for you. Join us as we dive into our recent case study with insights from 100 surveyed IT, operations, service, and support executives for fresh insights on: how they're embracing emerging technologies to remain competitive,  how success with these technologies involves both a human element and a technology element, and tools and technologies that field service organizations can adopt to drive efficiencies and improve customer outcomes. 

Key Takeaways:

• Best practices for automating your processes and connecting service touch points
• How to redefine the role of the service technician to an expand-selling brand ambassador
• How to transform the customer experience in order to boost cross-selling and up-selling
• Ways to harness business intelligence—uncover which KPIs to measure and how to leverage the data
• Real-life examples showcasing how Astea’s premier customers improve profitability

Speakers:

• Julius Chepey, Chief Information Officer, APi Group, Inc.
• David Giannetto, Chief Operating Officer from Astea International
• Emily Hackman, Director of Global Marketing from Astea International

This webinar will cover:

• The top factors driving field service organizations to make investments in mobility solutions
• The challenges service executives are facing around mobile rollouts
• The tools, technologies and best practice approaches to setting up an effective mobile strategy

Speakers:

• Chris Gera, VP Operations, Mastec
• Nate Beckman, Senior Business Analyst, Safelite AutoGlass
• Brant Carter, Executive, Trimble

Walk away from this on-demand webinar with:

• The value of going paperless in the field
• The potential ROI when digitizing businesses processes
• Ways to improve field service and back office productivity with mobile forms
• The perks of using iOS over any other platform

Featured Speakers:

• Jeff Peel, COO, Pesado Energy Services
• Liam OhUiginn, Sr. Enterprise Account Executive, ProntoForms

Key topics this webinar will address:

• The latest trends in the 2016 service market impacting field service best practices
• The evolution of customer service as a primary responsibility of the field service organization
• How field service organizations can empower field employees to provide exceptional customer experiences
• The role of knowledge management in field service operations
• What technologies best-in-class field service organizations leverage to deliver contextual, informative knowledge in the field

Speakers:

• Aly Pinder Jr., Senior Research Analyst from Aberdeen Group
• Jeff Wartgow, Director Product Management from Oracle

During this on-demand webcast you will hear industry experts share:

• Key Safety Related Performance Indicators for field service organizations
• An outline for a successful Field Service Technician based driver behavior program
• How to integrate safety into your continuous business monitoring program
• How mobile and video applications are changing risk exposure for field service organizations

Featured Speakers:

• Dougie Portwood, Director of Strategic Programs, GreenRoad
• David Rodriguez, Senior Vice President, GreenRoad

Many companies rely on technology and software solutions that haven’t grown with their business or provide the visibility and flexibility to adapt to ever-changing demands. During this on-demand webcast you will hear industry experts share:

• Metrics, benchmarks, and best practices to highlight areas of focus & potential opportunity
• Guidelines to help you move toward a holistic approach that will result in operational and financial improvements
• Tips to assess whether you have the right processes & technologies in place
• Core areas to investigate/re-investigate to uncover hidden inefficiencies

Featured Speakers:

• Aly Pinder, Senior Research Analyst, Aberdeen Group
• Mitch Green, Director of Business Value Consulting, Astea International

The world of field service management is changing at a rapid rate. Those who choose to embrace the best of what mobile technology has to offer are staying ahead of the curve. We examine how deploying a mobile form solution to improve field data collection and reporting, can positively impact your processes and bottom line. In this webinar you will:

• Learn how to harness the power of today’s mobile devices to speed up field reporting
• Understand actual ROI associated with deploying mobile forms to manage field processes
• Gain valuable insight into how mobile forms can dramatically improve data tracking and regulatory/SLA compliance
• View examples of how our customers have transformed their businesses with mobile forms

Featured Speakers:

• Natalie Griffith, Mobile Forms Specialist, Pronto Forms
• Monica Hrubcin, Marketing Program Manager, Pronto Forms

View this webinar to learn about:

• The top metrics being used by field servcie organizations to drive growth and measure success
• Which metrics can impact your top and bottom line most
• How to create a field service business case that your CFO will love

Featured Speaker:

• Patrice Eberline, Vice President of Global Customer Transformation at ServiceMax

View this webinar and learn to:

• Harness the power of analytics without getting lost in the data
• Provide actionable intelligence at every level of the organization
• Transform into a performance-driven service enterprise

Featured Speakers:

• Liron Marcus, Senior BI & GIS Specialist, Astea International
• Deb Geiger, VP Global Marketing, Astea International

Key Takeaways:

• Identify the key components of worker efficiency and potential bottlenecks
• Understand the impact of emerging technologies such as IoT and Augmented Reality on workforce efficiency
• Improve customer experiences by leveraging a more productive workforce

Speakers:

• Paul Whitelam, VP Product Marketing from ClickSoftware

Key Takeaways:

• Learn what’s possible now and what’s likely in the future as a result of Design Thinking.
• Envision how your organization can incorporate the products born from Design Thinking.
• Keep your competitive edge and sleep better at night knowing you’re on the cutting edge with “future proof” field service solutions.

Speakers:

• Martin Knook, CEO Gomocha

Key Takeaways:

• Top employee frustrations with mobile technologies and how to solve them
• The biggest challenges with today's mobile technologies according to top IT decision makers
• Key recommendations for Enterprise Mobility investments in the next 12 months

Speakers:

• Jay Klauser, Systems Engineer, NetMotion
• Sean McBride – Senior Manager, International Technical Support & EU Field Services, Aviat Networks
• Roger O’Connor, VP of Product Support, Gosiger
• Frank Steinocher, CIO, Shumate Mechanical