August 25 - 27, 2025
JW Marriott Orlando Grande Lakes, FL
In an increasingly competitive marketplace, placing the customer at the heart of every decision is essential for service organizations aiming to build loyalty and drive growth. This panel brings together industry leaders to explore how to map the customer journey, identify critical pain points, and develop strategies that consistently exceed customer expectations at every interaction. Attendees will gain insights into implementing a customer-centric mindset across teams and processes, ensuring every touchpoint delivers value and fosters lasting relationships.
Key Takeaways:
Table #1- From AI Strategy to Success: Transforming Field Service with Turn-by-Turn Resolutions
Brian Bachofner, VP Product Marketing, Neuron7.ai
Table #2- AI-Driven Decision Intelligence for Optimized Field Service Productivity and Efficiency
Dhruv Desai, Solutions Consultant, Circuitry.ai
Mark Hessinger, Field Service Global Leader
Table #3- Adding the ‘P’ to Your P&L: How Unified Service & Aftermarket Drive Predictable Growth
Karo Sadowicz, Director of Product Marketing, Syncron
Table #4- Field Service Modernization: How do you stack up against your peers?
Brett Buresh, Field Service Leader Senior Manager, Deloitte Consulting LLP
Table #5- AI Agents as your Service teammate
Kay Narayanan, CEO, Ascendo.AI
Table #6- - Mentor in the Machine: How AI Amplifies Field Service Mastery
Greg Lush, VP Field Service Innovation, Calian
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:
This interactive session provides a comprehensive look at the diverse and evolving career pathways available within the field service trades, from entry-level technician roles to advanced leadership and specialized positions. Attendees will gain practical insights into the many opportunities for advancement in this dynamic sector-including roles in maintenance, logistics, operations, and technical specialties-while also addressing the real-world challenges that professionals encounter as they progress in their careers. Panelists will share their experiences on topics such as the importance of certifications, the value of hands-on learning, strategies for overcoming workforce shortages, and how to leverage technology and continuous education for career growth. They will also address the current high demand for skilled trades professionals, the impact of automation and digital transformation, and the need for adaptability in a rapidly changing industry.
Key Takeaways:
Check out the incredible speaker line-up to see who will be joining Mark.
Download The Latest Agenda