Kim Wright | Field Service East

Kim Wright

Kim Wright

Vice President, Global Service Henny Penny
Kim Wright

Kim Wright is Vice President of Global Service at Henny Penny Corporation, where she leads Field Service, Technical Service, Customer Service, Training, Credit, and Customer Care teams across global markets. With more than 30 years of experience across service, operations, logistics, and aftermarket support, Kim works closely with field teams to strengthen service networks and deliver consistent customer results.

Kim's leadership is grounded in servant leadership, operational clarity, and accountability. She is passionate about equipping field service organizations with the tools, training, processes, and support needed to perform at the highest level while staying closely connected to customer needs and partner expectations. Her work focuses on aligning strategy with day‑to‑day execution to improve reliability, responsiveness, and service excellence in the field.

A strong advocate for people development, Kim is committed to mentoring leaders, developing technicians and service professionals, and building resilient teams capable of adapting in complex, fast‑moving environments. She is also an active community leader and champion for advancing women and emerging leaders in service and operations roles.

Kim is pleased to host today's board room session and looks forward to meaningful dialogue, shared insights, and collaboration focused on advancing field service performance and customer impact.

August 11, 2026

2:00 PM Track C: Executive Exchange: How to Find, and Elevate Every Moment of Service In the End-to-End Customer Journey

Invite-Only
Customers experience field service as a journey, not a collection of disconnected work orders: researching providers, booking visits, waiting for technicians, watching the repair, and living with the outcome afterward. Yet most organizations still manage KPIs and processes by function—contact center, dispatch, field, billing—without a clear view of which interactions truly make or break trust. This session walks through how leading service organizations map the end to end journey, pinpoint the touchpoints that disproportionately shape perception (from scheduling and arrival to explanation and follow up), and then use training, automation, and design to consistently "elevate" those critical moments. Attendees will see examples of journey maps, hear how teams use feedback and data to spot weak links, and learn how to connect frontline behavior, digital tools, and back office processes into a coherent experience.
Discussion points:
  • Creating a practical method for mapping your end-to-end service journey and distinguishing between ordinary steps from high-impact moments
  • Developing concrete techniques to elevate those moments – such as proactive communication, technician coaching without overhauling every process at once
  • Embedding journey thinking into metrics, governance and culture so every team is accountable for the same experience

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

Download The Latest Agenda