Field Service Fall 2017

September 25-September 27, 2017

Omni Amelia Island Plantation Resort, Florida

1.888.482.6012

Day Two: Leveraging Digital Transformation - Tuesday, September 26, 2017

07:15 AM - 08:00 AM Networking & Breakfast In The Exhibit Hall

We hear you – You want more exhibitors and innovative technologies to discover. So this year we are bringing you the largest Field Service Fall Exhibit Hall to date! We’ve done the legwork identifying which solutions are market leading and sought after by your peers. All you need to do is show up and explore… And while you’re at it, enjoy the games, specialty coffee, mimosas, giveaways, cash prizes and so much more! You won’t want to leave.

Solution providers, there’s no better place to showcase your brand. To find out if your organization is a fit for the Field Service Exhibit Hall, contact sponsorship manager Evan Speight at 1 646.200.7828 or evan.speight@wbresearch.com.


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Sara Mueller

Portfolio Director, Program Development
Field Service Events

08:05 AM - 08:20 AM Chairperson’s Opening Remarks

08:20 AM - 08:50 AM Case Study Deep Dive: Maximizing The Use Of A Customer Advisory Board To Enhance Service

Adrian Paull, VP Customer & Product Support , Honeywell Home & Building Technologies
This presentation will share more than a decade of research, practice, and continuous improvement of Honeywell’s customer advisory board processes. Adrian first gave this presentation to the Center for Service Leadership and then was asked to present it to Google leadership based on the response it received.
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Adrian Paull

VP Customer & Product Support
Honeywell Home & Building Technologies

08:50 AM - 09:10 AM Turning Negatives To Positives: Crisis Management And Customer Response Techniques That Create A Competitive Advantage

John Bunney, Senior Director, Cisco Technical Services
Every business faces crises. Whether it’s a product failure, PR headache, operational glitch, or even a natural disaster, issues will occur and can escalate quickly diverting time, attention, and resources away from your core business.
While these situations are stressful and feel like a major setback, they can also be an opportunity to improve customer loyalty and make your business stronger. A solid crisis response plan is a good first step, but to turn these into a competitive advantage you have to go farther. Your culture and how your organization operates when things are calm will greatly influence the outcome and survival of your team and your brand in the aftermath of a crisis.

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John Bunney

Senior Director
Cisco Technical Services

09:10 AM - 09:30 AM Today’s Smart Building: Optimizing The User Experience Through The Innovation Of Intelligent Services

Larry Wash, CEO & President, KONE Americas
Quite simply, the way buildings are being designed, built and managed is changing. New levels of project modeling, a powerful blend of technology and experience, a fully integrated environment, and deep insight into asset performance are elements that make a building smart. Learn from CEO and President of KONE Americas, Larry Wash, how KONE is using intelligent services to connect over a million elevators across the globe to enable smart buildings and drive a new customer experience.
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Larry Wash

CEO & President
KONE Americas

09:30 AM - 10:10 AM Guest Speaker: The Southwest Effect – Successful Practices Of A Market Leader

Jason Young, Former Customer Service Training Developer and Author, Culturetopia and Servicetopia , Southwest Airlines
Jason is one of Field Service Palm Springs’ highest rated speakers EVER, ready to rock the East Coast!

Southwest Airlines has given the business world a textbook example that providing fabulous customer service and maintaining high employee morale in a low-cost environment is possible – and indeed profitable in Corporate America today. But what’s the real story? As a key developer of Southwest Airlines’ legendary positively outrageous customer service and leadership training programs, Jason Young knows that great culture does not “just happen.” A customer service initiative can be created and nurtured to flourish into a customer service culture. Beyond the headlines and the hype, Jason shares the real inside story behind the success of the company consistently rated No. 1 in customer service and employee satisfaction. Best of all, you'll learn how you can take these proven organizational principles to your team or company. You won’t want to miss this inside edition from the man who knows it best.


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Jason Young

Former Customer Service Training Developer and Author, Culturetopia and Servicetopia
Southwest Airlines

10:20 AM - 10:25 AM Help Huddle: Leveraging IoT For Revenue Generation

A quick 5-minute ice breaker to get you talking! You and your tablemates will each share one thing you did right and one thing you did wrong around the topic area.

10:25 AM - 11:10 AM Irish Coffee, Games & Networking In The Exhibit Hall

  • Using digital tools to optimize customer equipment availability and performance
  • Generating a culture of an enterprise-wide engagement towards new services and technologies
  • Mobile tools that support a digital journey
  • Exploring billing by use with better product tracking or guaranteeing system up time; discounting for being connected as costs are reduced

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Aleem Lakhani

EVP
AmTrust Financial
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Thad Bentley

VP, Global PRS Business Operations
Diebold Nixdorf
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Forrest Yount

Operations Transformation Leader, North America Field Operations
UTC Climate Controls & Security
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Vivek Joshi

CEO and Founder
Entytle
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John Bunney

Senior Director
Cisco Technical Services

11:50 AM - 12:10 PM Flawless Field Service At Your Fingertips: The Key To Maximizing Productivity, Customer Experience And Employee Engagement

Laurent Othacéhé, CEO, Cognito iQ
The latest in field service analytics, the strategy and the irrefutable results all in one killer keynote.
As the world of service strives to drive ever more efficiencies, more productivity and more consistency but for less cost, we show you how real-time insight has an immediate impact on the three most important areas within the service mix: Productivity; Customer Experience and Employee Engagement.

Laurent Othacéhé, CEO Cognito iQ, delivers what promises to be one of the most compelling sessions of the show.

Join the Cognito iQ crew and unleash the untapped potential in your field service team.

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Laurent Othacéhé

CEO
Cognito iQ
#1 Reducing Variability In Performance With Effective Evaluation Of Service Providers And Technicians
Renee Kersey, VP Operations Support, Xerox

#2 Consolidating A Decentralized Dispatch Operation
Phil Luccarelli, VP Dispatch Operations, Altice USA

#3 Achieving The #1 Goal: Urgency For The Best Customer Solution
Chris Giorgianni, VP Product Support and Government & Defense, JCB

#4 Optimizing Technology And Tools To Support An In-House Call Center

#5 Gaging Efficiency And Optimizing Dispatching In Rural Areas
Debra Bunge, Global Services Planning, Vendor Relations & Audit, Continuous Improvement, ARCA

#6 Recruiting Top Technician Talent
Chris Guest, VP of Strategy and Business Development, McKinney Communications

#7 Pitfalls To Avoid When Transitioning To A CRM Culture
Scott Tarran, Director Service Operations, Bruker AXS

#8 Large Scale Deployment Of Augmented Reality And Virtual Presence
Gary York, CEO, Help Lightning

#9 Future-Proofing Your Enterprise Field Devices To Stay Ahead Of Rapid Technology Changes

#10 Developing Virtual Service Training And Support For Technicians, Customers, And Partners

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Debra Bunge

Global Services Planning
ARCA
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Renee Kersey

VP Operations Support
Xerox
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Scott Tarran

Director Service Operations
Bruker AXS
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Chris Giorgianni

VP Product Support and Government & Defense
JCB

Gary York

CEO
Help Lightning
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Phil Luccarelli

VP Dispatch Operations
Altice USA
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Chris Guest

General Manager of Digital Electronic Supply
McKinney Communications

1:10 PM - 2:10 PM Lunch

Track A: Enhancing Service Value

2:10 PM - 2:20 PM Chairperson’s Afternoon Address

Track B: Service Innovation

2:10 PM - 2:20 PM Chairperson’s Afternoon Address

Robert Redrow, Principal, Starr and Associates


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Robert Redrow

Principal
Starr and Associates

Track A: Enhancing Service Value

2:20 PM - 3:00 PM PANEL: Creating Competitive Differentiation Through Connected Products

Bill Belleville, Director, E Business Solutions, JLG Industries Randy Thompson, Director of Product Management, Helix Device Cloud, Wind River
  • What truly creates differentiation with your customers?
  • Aligning people, technology, and machines to leverage the benefits of connected products
  • Creating a revenue stream for top line growth with connected products
  • Overcoming security issues and lack of education in order to fully leverage IoT for greater differentiation

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Bill Belleville

Director, E Business Solutions
JLG Industries
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Randy Thompson

Director of Product Management, Helix Device Cloud
Wind River
  • Exploring mobility tools that can support the field
  • Ensuring your technicians have all the info they need at their fingertips
  • Embracing different technologies and apps that will optimize field service

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Daniel M. Przislicki

VP Service Support Operations
Canon Solutions America
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David Crist

President
Brother Mobile Solutions
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Jim Hoskins

VP Apps Strategy & Development
DSI
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Charles Johnson

Senior Manager, Multi-Vendor Projects
Philips Healthcare

Track A: Enhancing Service Value

3:00 PM - 3:20 PM Demonstrating The Value Of Parts And Service To Your Dealers

Rhonda Monks, Service Director, North America Construction Equipment, CNH
• Understanding Parts and Service Absorption
• What Parts and Service Absorption Does for the Health of the Dealer
• Developing Programs to Enhance Dealer Interest in Parts and Service

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Rhonda Monks

Service Director, North America Construction Equipment
CNH

Track B: Service Innovation

3:00 PM - 3:20 PM Rationalizing Your Service Partner Base and Using Mobile Tools to Align with Changing Partner Needs

Douglas Roth, Director, Global Service Partner Management & FLM Operations, Ciena


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Douglas Roth

Director, Global Service Partner Management & FLM Operations
Ciena

Track A: Enhancing Service Value

3:20 PM - 3:40 PM Mind The Entitlement Gap: Learning And Earning More From Your Installed Base

Vivek Joshi, CEO and Founder, Entytle
The good news is aftermarket sales can be four to five times more profitable than original equipment. The bad news is, much of it may not be going to you. We call this the entitlement gap: when potential sales to your installed base go unfulfilled or to your competitor. You can close this gap by leveraging data you already have about your customer usage patterns.

Vivek Joshi, CEO and founder of Entytle will demonstrate how they leverage machine learning to create new opportunities from existing customer data.

Presentation Takeaways:

  • How to continuously curate installed base data
  • How to keep end user data fresh and up to date
  • Better methods for capturing and transferring knowledge
  • How to grow basket size and improve your wallet share
  • How to increase customer connectivity without increasing staff

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Vivek Joshi

CEO and Founder
Entytle

Track B: Service Innovation

3:20 PM - 3:40 PM Maximizing The Efficiency Of Your Mobile Workforce

Paul Whitelam , VP Product Marketing , ClickSoftware
Organizations are facing constant pressure to reduce costs and increase operational efficiency, while still being expected to delight increasingly demanding customers. But just how can your field service professionals complete more jobs in less time without sacrificing quality? This session will dive into best practices for improving workforce efficiency, and in particular explore how advances in Artificial Intelligence and Machine Learning can help overcome the challenges of today’s complex operating environments. You will leave the session with an appreciation of the different ways to improve operational efficiency, and concrete examples of how others have done so.

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Paul Whitelam

VP Product Marketing
ClickSoftware

Track A: Enhancing Service Value

3:40 PM - 4:00 PM Enhancing Service Branding To Impact Growth

Bruce Breeden, VP of Service Operations, Fairbanks Scales
Bruce demonstrates the connection between aligned goals and field service engineer skills to enhance the company brand and generate both revenue and organizational growth. Key take-aways are:

  • Organization goal and objective alignment
  • Critical focus areas of field service engineers
  • Key skill impact, more than “soft-skills”
  • Value of FSE performance to organization performance and growth

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Bruce Breeden

VP of Service Operations
Fairbanks Scales

Track B: Service Innovation

3:40 PM - 4:00 PM Defining The Realities Of Your Service Issues To Solve Systemic Problems

David Mcneill, Director – Global Service Engineering, Cummins Emission Solutions
  • Ensuring you have the processes and technology in place to be aware of underlying problems
  • Identifying the necessary tools for effective investigation
  • Enabling speed and awareness of pertinent information
  • Having the right people to support your endeavors with an open mind and broad enough skill set at a deep enough level

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David Mcneill

Director – Global Service Engineering
Cummins Emission Solutions

Innovation Spotlight

4:00 PM - 4:10 PM Innovation Spotlight

Innovation Spotlight

4:00 PM - 4:10 PM Innovation Spotlight

Track A: Enhancing Service Value

4:10 PM - 4:15 PM Help Huddle: Service & Parts Pricing

A quick 5-minute ice breaker to get you talking! You and your tablemates will each share one thing you did right and one thing you did wrong around the topic area.

Track B: Service Innovation

4:10 PM - 4:15 PM Help Huddle: Knowledge Management Tools & Processes

A quick 5-minute ice breaker to get you talking! You and your tablemates will each share one thing you did right and one thing you did wrong around the topic area.

All Attendees

4:15 PM - 5:00 PM Pub Crawl, Games & Networking In The Exhibit Hall

Invitation Only

4:15 PM - 5:00 PM 20 Years of Service Club Wine & Cheese Tasting

A private celebration for your dedication to the service industry. Following the tradition established in 2015, we’ll bring together service executives with over 20 years experience for a special tasting of select wines and cheese.

Track A

5:00 PM - 5:20 PM Energizing FPL’s Field Employees With Situational Awareness At Their Fingertips

Eric Schwartz, Lead Project Manager, Smart Grid & Innovation, Power Delivery, Florida Power & Light Company
Eric Schwartz, Lead Project Manager for Smart Grid & Innovation at Florida Power & Light Company, will provide insight into FPL’s Operational Dashboard Mobile Application. This situational awareness tool developed in-house, aids in: reducing time to action for our field employees; preventing outages before the happen; and providing our customers with reliable service in good weather and bad.
During his 20-minute talk, Eric will offer demonstrations and real-world examples of how this tool is getting the lights back on faster for customers, ultimately improving customer satisfaction and increasing operational efficiencies.

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Eric Schwartz

Lead Project Manager, Smart Grid & Innovation, Power Delivery
Florida Power & Light Company

Track B

5:00 PM - 5:20 PM Service Parts Management Case Study Lightning Rounds

Bill Belleville, Director, E Business Solutions, JLG Industries
15 Minutes Case Study #1
Bill Belleville, Director, E Business Solutions, JLG Industries

15 Minutes Case Study #2
15 Minutes Case Study #3
15 Minutes Q&A With All Speakers

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Bill Belleville

Director, E Business Solutions
JLG Industries

Track C

5:00 PM - 5:20 PM Emerging Technology Meet Ups

Looking for more diversity in field service technology offerings? This board room will give you the exposure you crave. Talk with service executives who are working with the solutions you are curious about. Hear groundbreaking technology providers share how their service clients are leveraging the latest solutions. You’ll get to spend 20 minutes at 3 of the following tables. Then, follow up with your favorites for deeper conversation directly afterwards at the Island Hopping Party On The Beach.

  • Mobility Tools
  • IoT
  • Field Service Management Solutions
  • Knowledge Management
  • Staffing Solutions
  • Augmented Reality

Track A

5:20 PM - 5:40 PM Case Study Revive: Situational Awareness At Your Fingertips

Apply what you just learned in the preceding presentation to a key challenge you're currently facing. In these small group chats you'll enliven your experience and retain more information.

Track B

5:20 PM - 5:40 PM Service Parts Management Case Study Lightning Rounds

Bill Belleville, Director, E Business Solutions, JLG Industries
15 Minutes Case Study #1
Bill Belleville, Director, E Business Solutions, JLG Industries

15 Minutes Case Study #2
15 Minutes Case Study #3
15 Minutes Q&A With All Speakers

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Bill Belleville

Director, E Business Solutions
JLG Industries

Track C

5:20 PM - 5:40 PM Emerging Technology Meet Ups

Looking for more diversity in field service technology offerings? This board room will give you the exposure you crave. Talk with service executives who are working with the solutions you are curious about. Hear groundbreaking technology providers share how their service clients are leveraging the latest solutions. You’ll get to spend 20 minutes at 3 of the following tables. Then, follow up with your favorites for deeper conversation directly afterwards at the Island Hopping Party On The Beach.

  • Mobility Tools
  • IoT
  • Field Service Management Solutions
  • Knowledge Management
  • Staffing Solutions
  • Augmented Reality

Track A

5:40 PM - 6:00 PM Enhancing Customer Experience Throughout The Entire Lifecycle

Joao R. Pontes, Director, Customer Experience & Strategic Planning, Latin America, John Deere Brasil
Joao implemented the Customer Experience program for John Deere in Latin America. He lead transformational projects and cultural changes throughout their entire dealer network, driving over 15% points NPS improvement. He’ll share how he achieved this success as an exciting way to wrap up the day.
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Joao R. Pontes

Director, Customer Experience & Strategic Planning, Latin America
John Deere Brasil

Track B

5:40 PM - 6:00 PM Service Parts Management Case Study Lightning Rounds

Bill Belleville, Director, E Business Solutions, JLG Industries
15 Minutes Case Study #1
Bill Belleville, Director, E Business Solutions, JLG Industries

15 Minutes Case Study #2
15 Minutes Case Study #3
15 Minutes Q&A With All Speakers

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Bill Belleville

Director, E Business Solutions
JLG Industries

Track C

5:40 PM - 6:00 PM Emerging Technology Meet Ups

Looking for more diversity in field service technology offerings? This board room will give you the exposure you crave. Talk with service executives who are working with the solutions you are curious about. Hear groundbreaking technology providers share how their service clients are leveraging the latest solutions. You’ll get to spend 20 minutes at 3 of the following tables. Then, follow up with your favorites for deeper conversation directly afterwards at the Island Hopping Party On The Beach.

  • Mobility Tools
  • IoT
  • Field Service Management Solutions
  • Knowledge Management
  • Staffing Solutions
  • Augmented Reality

6:00 PM - 7:00 PM Island Hopping on the Beach

An exclusive party right on the beach. Step out of your conference shoes and into your sandals to enjoy tropical cocktails and traditional bites from the best islands of the Caribbean.

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