August 25 - 27, 2025
JW Marriott Orlando Grande Lakes, FL
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:
Check out the incredible speaker line-up to see who will be joining Travis.
Download The Latest Agenda