Field Service Amelia Island 2020

August 17 - 19, 2020

The Ritz-Carlton Amelia Island, FL

Sarah Wright, Director, Global Customer Support, Healthcare Informatics at ResMed
ResMed Logo

Sarah Wright


Director, Global Customer Support, Healthcare Informatics
ResMed

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

Download The Latest Agenda

Day Two: Disruptive Service & Customer Value

Tuesday, August 20th, 2019


4:30 PM Beer-Tasting Toolbox Talks

Small-group roundtable discussions: Choose 2 (30 minutes each)

#1 Service Branding Innovation
Paul Hatfield, Senior Director, Product Support & Field Service, New Holland North America

#2 Hearing The True Voice Of The Customer To Implement Customer Success Strategies That Actually Make A Difference
Zed Penn, Customer Success Manager, BD Life Sciences

#3 Call Center Routing Optimization And Best Practices
Sarah Wright, Director, Global Customer Support, Healthcare Informatics, ResMed

#4 Increasing Working Capital And Getting Paid Faster With A More Robust FSM Suite
Bruce Breeden, President, Field Service Resources

#5 IoT Solutions To Put The Customer First
Amanda Moore, Head of IT, Customer Solutions, Support & Field Service, Schneider Electric

#6 Using Your Field Service Data To Achieve Business Goals And Improve Revenue
Kevin Garell, Service Operations Manager, Boston Dynamics

#7 Implementing Customer Effort Score Surveys In Field Service
John L. Corliss, VP Global Service & Sales Operations, Fluidigm

#8 Attracting The Right Leaders With Agility And Velocity To Pivot An Organization & Adapt To Market Requirements
Arnaud Allouche, VP Global Service Operations, Hitachi Vantara

#9 Development And Recognition Programs To Increase Employee Engagement And Retention
Michelle Vaccarello, VP Shared Services, Ricoh Americas

#10 Determining The Degree To Which Field Service Contributes To NPS And Customer Experience
Ross Brewer, National Service Director, Belimed

#11 IOT Journeys:  The Good, The Bad, And The Ugly – What The Experts Never Tell You
Michael Lawrence, Senior Director, Global Service Support and Development, SCIEX


Day Three: Leadership & Service Revenue Generation

Wednesday, August 21st, 2019


1:30 PM Working Groups

Small-group roundtable discussions tasked with identifying 5 concrete actions to implement the strategy. Choose 1.

#1 Empowering Your Employees To Enhance Customer Support And Satisfaction
Sarah Wright, Director, Global Customer Support, Healthcare Informatics, ResMed

#2 Service Pricing Best Practices
Sid W. Hite III, COO, NuMoon Technologies

#3 Meeting Customer Intimacy Goals With Enhanced Service Operations
John Pastorik, Senior Territory Service Manager, Southeast Region,  Omnicell

#4 Targeting Mobile Application Enhancements That Drive Savings To The Business
Jon Kent, Manager, Corp Field Service Mobility, Cox

#5 Best Practices For Retaining Top Talent
Wayne Fowler, Jr., National Service Manager, Mettler-Toledo Product Inspection