Field Service USA 2018

April 17-April 20, 2018

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Day Two - Thursday, April 19, 2018: Putting Customer Satisfaction At The Root Of All Your Service Strategies

7:15 AM - 8:00 AM Registration & Breakfast In The Exhibit Hall


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Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:05 AM - 8:20 AM Chairperson’s Opening Address

Jamal Starr, President, Starr & Associates

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Jamal Starr

President
Starr & Associates

8:20 AM - 8:40 AM Fireside Chat: Vision From The C-Suite

Ramesh Ratan, CEO, Bell and Howell
Bell & Howell is an organization that has service as a top priority. Ramesh will shed light on their major service initiatives. From how service plays into competitive tactics to macro-level business trends, this session will leave you chock-full of ideas from visionaries to shape your future service and business strategy.

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Ramesh Ratan

CEO
Bell and Howell

8:40 AM - 9:00 AM Identifying And Creating New Service Value Through Digital Partnerships

Jon Clarine, Vice President, Product Management & Digitization, Thyssenkrupp Elevator
  • Digital product development for digital services
  • Tying the digital product strategy (digital thread) to the field service strategy (examples from the elevator industry)
  • Extending core service offerings with digital subscriptions (business model extensions)
  • How to identify and create new service value through digital partnerships

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Jon Clarine

Vice President, Product Management & Digitization
Thyssenkrupp Elevator
  • The discussion has moved away from IoT and connected devices to digitization. What does digitization mean for field service
  • Should your organization bring on a Chief Digital Officer and what should their relationship be with service?
  • What’s the next phase of connected and smart devices to offer a revolutionary digital experience?
  • What types of digital customer tools and apps provide them a better experience?

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Martin Fischer

Vice President, Global Service & Customer Care
Carl Zeiss Microscopy
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Buddy Saucier

Vice President, HVAC Service
Johnson Controls
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Phillip Pack

Vice President, Retail Client Operations
NCR
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Hank Stokbroekx

Vice President, Service Marketing
Huawei Enterprise Business Group

9:40 AM - 9:50 AM Help Huddle: Using AI And Machine Learning

Quick 10-minute ice breakers peppered throughout the conference. You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the most important topics of the conference.

9:50 AM - 10:30 AM International Delight Refreshment & Networking Break In The Exhibit Hall

10:30 AM - 10:50 AM Turning Negatives To Positives: Crisis Management And Customer Response Techniques That Create A Competitive Advantage

Curtis Hill, Senior Vice President, Customer Assurance, Cisco
In this session, you’ll get an overview of Cisco’s approach and best practices for handling critical issues and escalations when normal channels have failed. Principles include building and maintaining a customer-centric culture, attracting and hiring the right team, garnering leadership confidence and support, and having an established, repeatable process where roles and objectives are clearly outlined.

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Curtis Hill

Senior Vice President, Customer Assurance
Cisco

10:50 AM - 11:10 AM Learn How Sundt Construction’s Mobile App Sends Employees Home Safe

Lonny Oswalt, Chief Executive Officer, MobileFrame George Hubert, Director of Information Technology, Sundt Construction
The construction business workplace and jobsites can present many hazards to field based employees. It’s important to put the right preventative systems in place to keep our employees as safe as possible. We used MobileFrame’s platform to quickly accomplish this task in the construction field with an advanced workforce solution we developed ourselves without having to write any code. MobileFrame’s code free mobility platform provided the following benefits for our solution:
  • Rapid prototyping and application development
  • Offline access to data and data entry
  • Everything’s Included – Robust development environment, mobile, web, reporting, batch jobs
  • Integration with other systems

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Lonny Oswalt

Chief Executive Officer
MobileFrame
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George Hubert

Director of Information Technology
Sundt Construction

11:10 AM - 11:30 AM Leading Change From A Traditional Operations Organization To An ITIL Standard With A DevOp's And Automation Overlay

Glenn Graves, Vice President, Centralized Managed & Support Operations (CSMO), Motorola Solutions
Glenn’s three decades of world-class experiences provides for innovative solutions, creative leadership and delivering value assurance to clients. In his three decades of telecom experience Glenn cultivated his interpersonal skills to influence business partners and internal stakeholders at varying levels (C-levels). In the USAF he began the journey of building strategies and tactical plans to remove obstacles and formulate execution strategies, policies and processes that provide consistency across all channels and optimize service levels globally.

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Glenn Graves

Vice President, Centralized Managed & Support Operations (CSMO)
Motorola Solutions

11:30 AM - 11:50 AM Elevate And Connect Your Field Service Operation On One Platform

Mark Bloom, Senior Director, Strategy & Operations – Service Cloud, Salesforce

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Mark Bloom

Senior Director, Strategy & Operations – Service Cloud
Salesforce

11:50 AM - 12:20 PM Coffee & Connecting Break In The Exhibit Hall

Choose 2, 30 minutes each. 17 total

Interactive small-group roundtable discussions. Pick the topics that will give you the most impactful tools to hit your 2018 goals. Through facilitated discussion you’ll tap into the collective expertise of 10 – 12 of your executive peers. Be in charge of what you learn and ask the questions you want answered.

#1 Decoding The Service Chain: Mastering Every Stage Of Service Delivery
Steve Smith, VP of Strategic Industries, ClickSoftware

#2 Transitioning From Reactive To Proactive Maintenance
Lubor Ptacek, VP Product Marketing, ServiceMax from GE Digital

#3 Lessons Learned Around The Enterprise Deployment Of Augmented Reality
Scott Sobera, SVP Sales, Help Lightning

#4 Digital Transformation For The Modern Manufacturer
Peter Bertell, National Business Development Director MFG/HiTech, PowerObjects, an HCL Company

#5 Orchestrating Field Service To Optimize Customer Experience
Joachim Raber, Director of Global Service, Ametek EDAX
Andrew Thomas, Product Manager, Field Service Management, Mize

#6 Managing Talent Loss – Unique Ways Field Service Organizations Are Transforming Their Workforce
Jeff Bonnell, VP Industry Solutions, Coresystems Software USA

#7 Developing The Next Generation For Field Technicians
Michael Mendoza, Field Service Practice Lead, Hitachi Solutions America
Ted Steffner, Director, Business Development, Hitachi Solutions America
Ben Vollmer, Global Field Service Lead, Microsoft

#8 Maximizing Technician Productivity Through Improved Pick-Up/Drop-Off Locations
David O’Leary, VP Service Parts Logistics and Returns, UPS

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Steve Smith

Vice President, Strategic Industries
ClickSoftware
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Lubor Ptacek

Vice President, Product Marketing
ServiceMax from GE Digital
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Scott Sobera

Senior Vice President, Sales
Help Lightning
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Peter Bertell

Director, National Business Development – MFG/HiTech
PowerObjects, an HCL Company
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Joachim Raber

Director of Global Service
Ametek EDAX
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Andrew Thomas

UX/UI Design Manager
Mize
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Jeff Bonnell

Vice President, Industry Solutions
Coresystems Software USA
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Michael Mendoza

Field Service Practice Lead
Hitachi Solutions America
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Ted Steffner

Director, Business Development
Hitachi Solutions America
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Ben Vollmer

Global Field Service Lead
Microsoft
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David O'Leary

Vice President, Service Parts Logistics and Returns
UPS

1:20 PM - 2:20 PM Lunch

Track A: Enhancing The Customer Experience

2:20 PM - 2:30 PM Chairperson’s Opening Address

Track B: Parts & People Management

2:20 PM - 2:30 PM Chairperson’s Opening Address

David Schauble, National Sales Manager, FedEx

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David Schauble

National Sales Manager
FedEx

Track C: Service Innovation

2:20 PM - 2:30 PM Chairperson’s Opening Address

By Invitation Only

Track D: Heads Of Service Mastermind

2:20 PM - 2:25 PM Opening Remarks

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward.

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities. We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

Track A: Enhancing The Customer Experience

2:30 PM - 2:50 PM Transforming Your Service Business To An Integrated Customer Success Offering To Increase Service ARR And Drive Higher Utilization Rates

Michael Stamler, Senior Director, Customer Success Strategy & Offering, Autodesk
At Autodesk, Michael has repackaged their portfolio of distinct service lines into integrated customer success entitlements helping increase services recurring revenue by over 40% annually. Hear his story in this insightful case study presentation.

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Michael Stamler

Senior Director, Customer Success Strategy & Offering
Autodesk

Track B: Parts & People Management

2:30 PM - 2:50 PM Rationalizing Your Service Partner Base And Using Mobile Tools To Align With Changing Partner Needs

Douglas Roth, Director, Global Service Partner Management & FLM Operations, Ciena
  • Reducing your 3rd party service partner base to align with changing service needs
  • Making your remaining partners bigger, stronger, and happier
  • Taking advantage of mobile tools to change the way you interact with your 3rd party service partners

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Douglas Roth

Director, Global Service Partner Management & FLM Operations
Ciena

Track C: Service Innovation

2:30 PM - 2:50 PM Digital Solutions With Tangible Customer Benefits: How ABB Ability Helps Customers To Improve Uptime, Speed, And Yield

Kevin Starr, Global Program Manager Advanced Services – Oil, Gas & Chemicals, ABB
ABB is navigating the Industrial Revolution 4.0 with state of the art sensing, Data Analytics, Edge computing, and Cloud integration to guarantee actions aligned to improve safety, reliability, and optimize production, quality, and cost to produce of our clients operating assets.

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Kevin Starr

Global Program Manager Advanced Services – Oil, Gas & Chemicals
ABB
By Invitation Only

Track D: Heads Of Service Mastermind

2:25 PM - 2:45 PM Making Field Service Invisible With Preemptive Service

Arthur McGinn, Jr., EVP, Service, Canon Solutions America
  • How to intervene and take action with equipment before the customer feels some sort of disruption
  • Way to make the repair event something the customer doesn’t even realize is taking place
  • What technologies and processes do you need in place to make this a reality in the next 3 – 5 years?

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward.

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities. We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

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Arthur McGinn, Jr.

EVP, Service
Canon Solutions America

Track A: Enhancing The Customer Experience

2:50 PM - 3:10 PM The Future of Digital Field Service

Stephen Fioretti, Vice President, Service Cloud Strategy, Oracle
Discover the power of adaptive intelligence: innovates field enablement through context-aware chat/video chat. Service is the new battleground for driving sales and capturing and retaining customers. Learn how to drive lower costs and latency out of the service function, increase revenues, and deliver new contextual insight of the asset install base through IOT and real-time predictive analytics.

  • Predict when a job will start, and how long it will take, with 98 percent accuracy
  • Leverage accurate predictions to keep customers informed and improve satisfaction
  • Drive higher productivity, greater efficiency, and cost savings thanks to optimized job assignment and intelligent routing

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Stephen Fioretti

Vice President, Service Cloud Strategy
Oracle

Track B: Parts & People Management

2:50 PM - 3:10 PM Building A Service Organization That’s Flexible Enough To Scale Appropriately

Mynul Khan, Founder & Chief Executive Officer, Field Nation
According to a recent study by the Blumberg Advisory Group and Field Nation, Freelance Management Systems (FMS) allow businesses to efficiently scale-up – by expanding their geographic footprint and diversifying their service network – without the constraints and capital investments of a traditional workforce. During this discussion, Field Nation founder and CEO Mynul Khan will highlight best practices to leverage Freelance Management Systems to scale appropriately, including: Optimizing between full-time, contract and freelance employees, best practices for ensuring the quality of freelance employees, effectively interpreting and analyzing data to achieve business goals, and achieving KPIs regardless of workforce composition.

The presentation will also highlight the journey of a Field Nation customer who was able to expand his business from a sole enterprise to a multi-faceted service company that operates in every state.

Key Takeaways:
Service organizations that are looking to scale both efficiently and effectively, should consider Freelance Management Systems to:

  • Expand geographic coverage and diversify service networks
  • Increase productivity
  • Recruit faster
  • Improve customer satisfaction

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Mynul Khan

Founder & Chief Executive Officer
Field Nation

Track C: Service Innovation

2:50 PM - 3:10 PM Don’t Be A Paper Pusher: #GoPaperless To Reduce Operational Costs And Accelerate Processes

Tom Bright, Chief Executive Officer, Field2Base
The paperless revolution has moved center field and forward-thinking companies who’ve made the switch are discovering innovative ways to maximize ROI. At Field2Base, we’ve helped many clients create custom paperless mobile forms, which in turn have led to significant reductions in paper, printing and postal billing costs.

Our field service thought leaders are excited to guide you through a relevant talk on the power and ROI of #GoingPaperless. We’ll demonstrate how a simple shift can help companies like yours simplify internal processes, accelerate billing and project completion times, reduce costly human errors and improve overall customer satisfaction.

Come learn how you can save money by #GoingPaperless.

4 TAKEAWAY BULLETS:

  • Meet field service automation experts and learn how #GoingPaperless can reduce your business’ operational costs and accelerate processes.
  • Discover how our easy-to-use, powerful tools can transform your paper-based processes and create breakthrough positive results to your bottom line.
  • Hear about companies that have made the switch to paperless and the resulting positive outcomes for their businesses.
  • Learn about the environmental effects of paper waste and how going paperless can help your company further its sustainability efforts.

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Tom Bright

Chief Executive Officer
Field2Base
By Invitation Only

Track D: Heads Of Service Mastermind

2:45 PM - 3:05 PM Case Study Revive: Preemptive Service

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward.

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities. We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

Track A: Enhancing The Customer Experience

3:10 PM - 3:30 PM Moving From A Front-Line To Product-Based Support Model To Increase Service Quality And Customer Satisfaction

Dario Samarzija, Technical Support Team Lead, EMEA, Alfresco
Dario will explain how changing the way Alfresco worked technical cases resulted in increased CSAT and employee efforts.

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Dario Samarzija

Technical Support Team Lead, EMEA
Alfresco

Track B: Parts & People Management

3:10 PM - 3:30 PM Building A Different Product Support Model To Focus Team Effort And Drive Dealer Competency

Rhonda Monks, Service Director, North America Construction Equipment, CNH
  • Decentralization of technical training and technical support in North America
  • Development of service operations training for new dealers and new service managers with an accountability component and monthly check-ins the first year
  • Driving visibility of technical support within the sales organization / developing networking opportunities to gain understanding

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Rhonda Monks

Service Director, North America Construction Equipment
CNH

Track C: Service Innovation

3:10 PM - 3:30 PM Case Study Presentation

Neil Senior, Vice President, Customer Success, Mimecast
More information to come. Check back soon!

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Neil Senior

Vice President, Customer Success
Mimecast
By Invitation Only

Track D: Heads Of Service Mastermind

3:10 PM - 3:30 PM Building Value And Trust With Your Customers And Team To Create High Performing Operations

Alfredo Morate, SVP Service & Modernization Business, Latin America, Schindler Group
Alfredo will explain how embedding customer centricity into daily business operations did not only help to drive CX metrics substantially up, but, more importantly, it raised retention rates and improved value realization.

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward.

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities. We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

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Alfredo Morate

SVP Service & Modernization Business, Latin America
Schindler Group

Track A: Enhancing The Customer Experience

3:30 PM - 3:40 PM Innovation Spotlight

Track B: Parts & People Management

3:30 PM - 3:40 PM Innovation Spotlight

Track C: Service Innovation

3:30 PM - 3:40 PM Innovation Spotlight

3:25 PM - 3:45 PM Case Study Revive: High Performing Operations

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward.

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities. We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

3:40 PM - 4:25 PM Southwest Flavors Refreshment & Networking Break In The Exhibit Hall

3:40 PM - 4:25 PM Women In Service Private Happy Hour

Build strong connections with women service leaders early in the conference. Learn how others have navigated the corporate jungle gym and found support, their views on the future of service, even what books are on their night stands!

Track A: Enhancing The Customer Experience

4:25 PM - 5:05 PM PANEL: Is Your Field Fully Optimized? Use These Tools To Get There!

Tad Drescher, Corporate Manager, Field Services, CableONE Jereme Pitts, Chief Operating Officer, Librestream
  • What technology advancements (across the board, from IoT to mobility) should you care about now and why?
  • Which tools are best for improving operational efficiency as well as customer experience?
  • Ensuring your technician has everything she needs to know in the palm of her hands
  • Determining how to measure the effectiveness of your tools in the field

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Tad Drescher

Corporate Manager, Field Services
CableONE
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Jereme Pitts

Chief Operating Officer
Librestream

Track B: Parts & People Management

4:25 PM - 5:05 PM PANEL: The Latest Developments In Service Parts Management For An Optimized Field Force

Richard Zarski, EVP, Operations, Fujitsu Michael Fahey, Vice President, Operations, Haier America Laura Flores, Market Manager, Field Service Solutions, DSI
  • How is parts management changing now that many organizations are integrating a parts management tool into their FSM (rather than CRM or ERP)
  • Examining order management processes and the level of integration with enterprise systems
  • Establishing metrics to evaluate if you have the right parts in the right place at the right time
  • How much should you rely on the expertise of your 3PL to decide which locations to store parts?
  • What other factors like technician training should go into parts management today?

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Richard Zarski

EVP, Operations
Fujitsu
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Michael Fahey

Vice President, Operations
Haier America
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Laura Flores

Market Manager, Field Service Solutions
DSI

Track C: Service Innovation

4:25 PM - 5:05 PM PANEL: Is It Finally Time To Build Augmented Reality (AR) Into Your Service Strategy? (Plus How To Do It!)

David Nedohin, President, ScopeAR Dave Carlsen, Director of Field Service, BW Papersystems Christopher Dann, Director of Ink; Service Manager, Durst Image Technology Matthew Duffey, Intelligent Operations Manager – L48, BP
  • What are AR pilot programs currently revealing about the best ways to use this technology for remote troubleshooting?
  • Debating whether this technology should also be in the hands of your customers or only your technicians
  • What’s best? A hands-free wearable or tablet device?
  • With this technology quickly advancing, what changes will we see in the next 1 to 2 years? Should you buy now or wait ‘til later?

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David Nedohin

President
ScopeAR
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Dave Carlsen

Director of Field Service
BW Papersystems
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Christopher Dann

Director of Ink; Service Manager
Durst Image Technology

Matthew Duffey

Intelligent Operations Manager – L48
BP
By Invitation Only

Track D: Heads Of Service Mastermind

4:25 PM - 5:05 PM Mastermind Think Tank Discussion

Track A: Enhancing The Customer Experience

5:05 PM - 5:25 PM Customer Training: Replenishing the Brain Drain to Ensure Mutual Success

James Joyner, Vice President, Corporate Excellence, Card-Monroe Corporation
Card-Monroe Corp. has manufactured over 2,200 tufting machines for the carpet, rug and turf industries and installed them in customer locations across the globe. The machines are complex (30K components) with a price tag often exceeding $2MM. The CMC Field Service team of about twenty technicians installs each machine in our customers facilities (carpet mills) and ensures the machines are performing to expectations. After that, the customer is primarily responsible for the maintenance and ongoing performance of the equipment.
As with any mature industry, turnover and retirement is creating a “brain drain” with some of our customers. To address the new generation of workers coming into the industry, Card-Monroe launched “Tufting University” to ensure that industry professionals are fully capable of keeping CMC brand machines operating at peak performance. Over 1,000 students have now attended Tufting-U. In this presentation, Jim Joyner will share the TU story and the lessons learned along the way.

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James Joyner

Vice President, Corporate Excellence
Card-Monroe Corporation

Track B: Parts & People Management

3:05 PM - 3:25 PM Getting Maximum ROI Out Of Your Service Management System

Paul Davy, Senior Global Director, Instrument Service Group, Pall Corporation

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Paul Davy

Senior Global Director, Instrument Service Group
Pall Corporation

Track C: Service Innovation

3:05 PM - 3:25 PM Customer Satisfaction Case Study

Ross Brewer, National Service Director, Belimed

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Ross Brewer

National Service Director
Belimed
By Invitation Only

Track D: Heads Of Service Mastermind

3:05 PM - 3:25 PM Mastermind Think Tank Discussion (Continued)

5:25 PM - 6:25 PM The Platinum Party & Field Service Best-In-Class Awards Ceremony

Kyle Buzzard, Co-Founder & Chief Operating Officer, Techadox
Party with the finalists and winners of this year’s Best-In-Class Awards.

Emceed by Kyle Buzzard, Co-Founder and COO, Techadox

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Kyle Buzzard

Co-Founder & Chief Operating Officer
Techadox

Sponsored by: Techadox

6:25 PM - 6:25 PM Conclusion Of Main Day Two