Kathy Kilbride | Field Service East

Kathy Kilbride

Kathy Kilbride

Senior Director, Technical Discovery & Customer Success BangsLabs
Kathy Kilbride

August 10, 2026

3:00 PM Track A: Workshop: From Tribal Knowledge to Institutional Intelligence: Building a Scalable Technical Support Knowledge Base

Aging experts, accelerating product complexity, and rising customer expectations are exposing the limits of traditional support models. In this session, Kathryn shares how BangsLabs is transforming individual technician expertise into an institutional knowledge backbone that speeds troubleshooting, improves first call resolution, and minimizes turnover.
Attendees will see how to design an end to end knowledge strategy—from deliberate capture and structure through governance and continuous improvement—so field engineers, remote support, and customers all draw on the same, trusted source of truth.
Key takeaways include:
  • Designing an information capture strategy and converting it to reusable, searchable content that supports first-call resolution and onboarding
  • Operationalizing a structured knowledge base to reduce dependance on specific experts
  • Creating simple governance models so teams and tools can evolve

August 11, 2026

2:40 PM Track A: Beyond the Ticket: Transforming Every Service Call into a Strategic Touchpoint

Every service interaction can be reframed as a strategic moment, not just a break-fix task, when technicians are equipped to capture insight, nurture relationships, and feed structured data back into the business.

In this session, Kathryn will show you how to turn your field and support teams into a front-line growth engine that systematically generates voice-of-customer intelligence, relationship equity, and commercial opportunities.
Key takeaways include:
  • Coaching technicians to listen for and log customer goals and support challenges in ways that are searchable and usable by sales, marketing, and product teams
  • Creating frameworks and playbooks that shift conversation "beyond the ticket" toward business outcomes
  • Leveraging data from work orders to CRM dashboards so field service can consistently create and contract new opportunities for the organization

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

Download The Latest Agenda