Mark Hessinger

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:

•  Learn how to map all customer touchpoints to uncover hidden friction and opportunities for improvement, enabling a seamless and personalized experience.
• Understand how training and autonomy enable employees to act decisively and empathetically, turning challenges into positive customer moments.
• Discover methods to systematically collect, analyze, and act on customer insights to drive continuous service enhancements.
• Shift focus from traditional operational KPIs to customer-centric measures that reflect satisfaction, effort, and loyalty.

Technology and Partner-Led Roundtables 

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- TBD

Table #5- TBD

Table #6- TBD

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.

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:

• Discover multiple entry points and advancement opportunities in field service trades, from technician to management, and learn how to tailor your career journey to your strengths and interests
• Gain actionable strategies for addressing common obstacles such as skills gaps, talent shortages, and the pressures of a rapidly evolving work environment
• Learn the importance of ongoing training, certifications, and embracing new technologies to stay competitive and achieve long-term job satisfaction and career success