John Chrisentary, PhD

Director, Service Programs W&H Group

Dr. John Chrisentary is a seasoned executive leader with over 25 years of experience driving transformation across the IT and medical device industries. With a proven track record at global organizations including Hewlett-Packard, Agilent, Given Imaging, Medtronic, and W&H Group NA, John is recognized for architecting agile, customer-centric service organizations that deliver measurable business impact. A champion of operational excellence and innovation, John has led global teams through complex digital transformations, integrating AI, cloud technologies, and advanced analytics to elevate service delivery and customer experience. His strategic leadership has redefined global support models, aligning them with evolving market demands and the voice of the customer (VoC) to ensure responsiveness, resilience, and sustained growth. John’s expertise spans enterprise information systems, service and repair operations, and healthcare IT, where he has consistently delivered scalable solutions that enhance both performance and customer value. His thought leadership in global service strategy and customer advocacy has positioned him as a trusted advisor to executive teams navigating change. Beyond the boardroom, John is a passionate mentor and community advocate. He serves on the Board of Directors for MyAdoration and is an Emeritus Board Member for Inspiredu, a nonprofit advancing digital equity through education and technology access. John holds a PhD in Management with a focus on Organizational Leadership. His research on virtual communities of practice, published in the Journal of Management, reflects his deep understanding of collaboration and knowledge sharing in modern organizations. His contributions have earned him prestigious honors, including the Medtronic Technical Fellow Award and the Gastrointestinal and Hepatology Values Award. Based in Dallas, Georgia, John shares his life with his wife Trudie, their children Samuel and Angel Noelle, and their beloved superhero dog, T’Challa.

Day 1: The AI-Powered Service Revolution

2:30 PM Track A: Workshop 10: The Multigenerational Workforce

In this interactive workshop, John will share strategies for managing a workforce that spans four generations. Attendees will learn how to bridge generational divides, optimize knowledge sharing, and create inclusive cultures that harness diverse perspectives. Serving as the Director of Service Programs for W&H Group- John spearheads service tech initiatives that require collaboration across diverse teams, participants will leave with frameworks to retain institutional knowledge, engage emerging talent, and align multigenerational teams around measurable business outcomes.

Key Takeaways:

Challenge assumptions and focus on shared values like growth opportunities and meaningful work to foster collaboration.
Pair technical expertise with digital-native skills through reverse mentoring and job-shadowing programs.
Tailor communication, rewards, and work arrangements to generational preferences, balancing autonomy with collaboration.
Create cross-generational task forces to solve operational challenges, blending experience with fresh technological insights.

4:30 PM Panel: The Human Touch in a Digital World: Balancing Automation with Personal Service

In today’s rapidly digitizing service landscape, finding the right balance between technological efficiency and genuine human connection is more critical than ever. This expert panel brings together leaders from across the service industry to explore how organizations can harness the power of automation while preserving the personal touch that builds lasting customer relationships. Drawing on their collective experience, the panelists will share practical approaches for integrating advanced technology with emotionally intelligent service delivery.

Key Takeaways:

Discover how leading organizations are designing service models that combine the speed and scalability of AI with the empathy and critical thinking of skilled human agents.
Learn why emotional intelligence is a cornerstone of exceptional customer service in the digital age.
Explore how customer feedback and behavioral data can be leveraged to continually refine the balance between automation and human interaction.

Day 2: Exploring Service Business Model & Value Creation: Mastering Service Contract Execution

2:15 PM Track A: Panel: Measuring and Improving Call Center & Tech Support Performance in Field Service

Join our expert panelists-Travis Myers, Director of Customer Support at JLG, and Dennis Papas, Director of Field Service & Support at Sony Biotechnology-as they explore proven strategies for aligning call center and field service performance. This session will focus on measuring and optimizing critical KPIs such as first-call resolution, customer satisfaction, and First-Time Fix Rate. Learn how these leaders break down barriers between remote support teams and on-site technicians by leveraging AI-driven insights, centralized knowledge bases, and real-time collaboration tools like augmented reality. Discover how these innovations help reduce costs, minimize escalations, and create seamless, efficient customer experiences across all service channels.

Key takeaways:

Align call center and field service KPIs to foster shared accountability and improve operational efficiency.
Implement AI-powered analytics to identify high-risk cases and prioritize resources for faster resolution.
Empower your teams with real-time collaboration technologies to enhance communication between remote support and field technicians.

Check out the incredible speaker line-up to see who will be joining John.

Download The Latest Agenda