Field Service Palm Springs 2020

April 21 - 24, 2020

JW Marriott Palm Desert Resort & Spa, CA

Intelligent Field Service: Adopting Digitization and Disruptive Technology to Drive Service Revenue


Wednesday, April 22, 2020

7:00 am - 7:55 am Registration & Networking Breakfast In The Expo

*Stop by the Expo Hall to fuel your day with fresh coffee and breakfast and to check out innovative technologies that can help you modernize and improve your field service business

7:55 am - 8:05 am Welcome Remarks

Antonia Kay, Field Service Portfolio Director at WBR

Antonia Kay

Field Service Portfolio Director
WBR

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

Gary Brooks, Chief Marketing Officer at Syncron

Gary Brooks

Chief Marketing Officer
Syncron

According to Harvard Business Review’s “Competing in 2020: Winners and Losers in the Digital Economy” report, 80% of respondents believe their industry will be disrupted by digital trends and 84% indicated that their industry has either passed the inflection point of disruption or will pass it by 2020. As field service providers, are we there yet?

Irfan Bharde and Mark Dean are spearheading Honeywell’s digital transformation for the lifecycle solutions and services unit, and they are joining us to discuss how the latest innovative technologies created a massive opportunity to transform their product offering, provide more to the customer, and deliver faster and more efficient service. This keynote will focus on the benefits and practical applications of the following technologies:

-Data analytics to drive action and automation
-Remote connectivity and preventive maintenance
-Augmented and virtual reality (AR, VR)

Irfan Bharde, Chief Marketing Officer, Lifecycle Solutions and Services at Honeywell

Irfan Bharde

Chief Marketing Officer, Lifecycle Solutions and Services
Honeywell

Mark Dean, Business Transformation Director, Lifecycle Solutions and Services at Honeywell

Mark Dean

Business Transformation Director, Lifecycle Solutions and Services
Honeywell

8:40 am - 9:00 am Keynote: Practical Applications of Artificial Intelligence (AI) and Machine Learning in Field Service

James Mylett leads the U.S. Digital Buildings business for Schneider Electric, a global leader in providing digital solutions for energy efficiency and sustainability. 

A recognized pioneer in Field Services, James has a solid track record in accelerating the digital service experience for commercial buildings and is a champion for workplace safety. With a service career spanning over 38 years, and having held positions ranging from the frontline to the boardroom, James brings a unique perspective to driving strategic change in services. Some of the key takeaways James will share include:

-Examining how AI is currently being used in service and how will it be leveraged 3-5 years from now
-Determining the best-of-the-best AI vendors for service, and which match most closely to your organization’s needs
-Identifying which FSM platforms integrate most seamlessly with the leading AI vendors
-Adapting at a pace that works for your organization since change management needs to be handled effectively

James Mylett, Vice President, Digital Energy at Schneider Electric

James Mylett

Vice President, Digital Energy
Schneider Electric

9:00 am - 9:20 am Keynote: Leveraging Data Mining to Create Proactive Service Approach on Your Installed Base of Customers

Mark Heiny has over 25 years of experience in electrical power distribution and service. In his role as the Vice President and General Manager of Service, he manages ABB’s medium voltage business in North America, and over the last few years, his group has put a lot of time and effort into collecting and analyzing customer data with an end goal of developing proactive service programs. 

In this keynote, Mark will walk you through the process and benefits of data mining and will share practical recommendations on how to shift from reactive to proactive model:

-Optimizing your data analytics systems to gain control over the customer data you are collecting
-Transforming customer data into actionable insights 
-Enhancing your service delivery through intelligent, data-driven decision-making
-Leveraging mobile apps for customer data collection and analysis

Mark Heiny, Vice President and General Manager, Service at ABB Ltd.

Mark Heiny

Vice President and General Manager, Service
ABB Ltd.

9:20 am - 9:40 am Keynote The Future of Field Service - Elevate Every Field Service Experience

Sponsors:
Salesforce


9:40 am - 10:30 am Spring Into Action Refreshment & Networking Break In The Expo

Innovation Theatre In The Expo

Grab a seat and some popcorn to learn about the latest innovations in service technology and solutions and how they are being leveraged by your peers and competitors. (2 10-minute previews)

•Theatre #1 @9:50
FieldAware

•Theatre #2 @10:05
Salesforce





If you are looking to revolutionize your field service operations, AR and VR tools must be on top of your priority list. AR/VR technology, combined with real-time data and processes, is a stepping stone to the performance optimization and reduction of operational costs. However, selecting the right partner and figuring out how to maximize your investment in AR/VR is not an easy task at hand.

Our expert panelists will share real-life examples of AR/VR applications in their field operations and will advise on how to get this technology implemented at your organization:

-Best practices for piloting, implementation, and scale
-Hardware and software selection for your business’ unique needs
-Determining value and ROI

John Rygg, Technology Strategist, Hololens R&D Product Owner at Kiewit Corporation

John Rygg

Technology Strategist, Hololens R&D Product Owner
Kiewit Corporation

Tim Spencer, Senior Vice President, Service and Parts Sales at Bunn-O-Matic

Tim Spencer

Senior Vice President, Service and Parts Sales
Bunn-O-Matic

Justin Hester, Digital Transformation Director at PTC

Justin Hester

Digital Transformation Director
PTC

Russ Fadel, Co-Founder and CEO at Augmentir

Russ Fadel

Co-Founder and CEO
Augmentir

Gary Brooks, Chief Marketing Officer at Syncron

Gary Brooks

Chief Marketing Officer
Syncron

11:10 am - 11:30 am Sponsored Keynote

Sponsors:
ServiceMax


11:30 am - 11:50 am Keynote: High-Tech Investments That Pay Off: Tying Technology to Your Service Strategy

Buddy Saucier is the Vice President of HVAC Service and Security & Fire Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers Buddy has more than 30 years of experience in the HVAC service industry. He has led P&L and functional business teams and is a recognized champion for project management and change management.

Buddy’s keynote focuses on best practices in driving the success of digital technology integrations, as well as ensuring that hundreds of thousands of dollars you spend on innovative tools pay off:

-Building business cases for investments in innovative technology, demonstrating the long-term and short-term ROI 
-Forecasting and planning for potential challenges, the dos and the don’ts in strategy development and implementation 
-Leveraging technology and driving capacity in workforce and performance 
-Building service-ready functionality into products to make them connect-available

Buddy Saucier, Vice President, HVAC Service at Johnson Controls

Buddy Saucier

Vice President, HVAC Service
Johnson Controls

11:50 am - 12:10 pm Coffee & Connecting Break and Innovation Theatre In The Expo Hall

Grab a seat and some popcorn to learn about the latest innovations in service technology and solutions and how they are being leveraged by your peers and competitors. (2 10-minute previews)

•Theatre #1 @ 11:50

•Theatre #2 @12:00

12:10 pm - 12:50 pm Technology Innovation and Investment Meetups

Sponsors:
GoFormz
ServiceMax
Small Group Networking: Are you looking to invest in a new technology and are not sure how to tick all the boxes? We are happy to help! Field Service Technology Innovation and Investment Meetups are focused on technologies that our audience said were on their top priorities list – they will run in a roundtable format and will give you a perfect opportunity to meet with innovative solution providers whose products are pre-validated and match your company’s needs! Key technologies include:

1.Internet of Things (IoT) – intelligent automation
2.Remote connectivity, diagnostics and repair
3.Machine learning, predictive analytics
4.Artificial Intelligence (AI) and virtual assistance
5.AR, VR, Wearables, and Remote Assistance Apps
6.Field service management systems and scheduling engines 
7.Customer relationship management, CX analysis
8.Logistics providers
9.Parts inventory and asset management software
10.Real-time location systems
11.Mobile device management and app development
12.Knowledge management 
13.Training & development
14.Call centers
15.Aftermarket and warranty services




12:50 pm - 1:50 pm Lunch for All Attendees

12:50 pm - 1:50 pm Chef Lunch

Sponsors:
Salesforce


12:50 pm - 1:50 pm Women in Field Service Lunch

Small Group Networking: Join your fellow female peers for a luncheon and an open discussion on women in service and support. Reinvigorate your career, support the growth of professional women, learn how to navigate the corporate jungle gym, and position your mentees (and yourself!) for success.

*By invite only, RSVP required

Track A: Data-Driven Field Service

1:50 pm - 2:00 pm Chairperson’s Opening Address

Track A: Data-Driven Field Service

2:00 pm - 2:20 pm Case Study: Using Data From a Connected Fleet to Make Better Decisions and Support Customers
Over 20 years ago,  Angela Johanningmeier, joined John Deere, an American corporation that manufactures agricultural, construction, and forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment, in the capacity of a Global Supply Base Manager, Electronics. Today, she holds the position of the Director, Global Proactive Customer Services and sets the tone and vision for John Deere’s customer experience programs and initiatives.

In this keynote, Angela will discuss the role of data collection and management to ensure customer satisfaction and deliver value to customers. Key takeaways include:

– Start the customer experience in mind 
– Identifying the right data to drive the experience  
– Deliver the experience through a strong channel  

Angela Johanningmeier, Director, Global Proactive Customer Services at John Deere

Angela Johanningmeier

Director, Global Proactive Customer Services
John Deere

Track A: Data-Driven Field Service

2:20 pm - 2:40 pm Sponsored Presentation ServiceNow

Track A: Data-Driven Field Service

2:40 pm - 3:20 pm Panel: Getting Data from Legacy Products and Systems to Effectively Crunch the Numbers for Predictive Service
The technology of yesterday is struggling to support today’s service industry reality and poses a serious challenge: on the one hand, upper management understandably wishes to achieve maximum ROI on the existing infrastructure that entailed big capital expenditures in the not-so-far past and, in many cases, haven’t yet reached its peak of depreciation. On the other hand, certain legacy systems cannot be retrofitted to fully support digital innovation and, therefore, halt progress and diminish your competitive advantage. Is there a way out?

This panel session explores various practices in selecting and qualifying IoT and data analytics partners that can help you in your legacy systems retrofitting efforts and deliver smooth automation and data flow and exchange across your service business:

-Identifying critical success factors before a new supplier is deemed acceptable 
-Making sound vendor selection decisions through efficient cross-functional group collaboration to develop universal supplier qualification/disqualification criteria
-Following a structured approach to overcome integration and interoperability issues

Mark Hessinger, Vice President, Global Customer Services at 3D Systems Corporation

Mark Hessinger

Vice President, Global Customer Services
3D Systems Corporation

Stuart Werner, Vice President of Technical Services at Daikin North America LLC

Stuart Werner

Vice President of Technical Services
Daikin North America LLC

Sultan Aziz, Senior Director, Product Supply Strategy at Johnson & Johnson

Sultan Aziz

Senior Director, Product Supply Strategy
Johnson & Johnson

Track A: Data-Driven Field Service

3:20 pm - 3:30 pm Demo Spotlight: Leveraging Data for Optimization, Scheduling, Visualization and Automation
Comarch
Mateusz Cieślak, Head of FSM Consulting at Comarch

Mateusz Cieślak

Head of FSM Consulting
Comarch

Track A: Data-Driven Field Service

3:30 pm - 3:50 pm Case Study: Connected Service: Moving IoT and Customer Innovation Pilots from Ideation to Successful Rollouts
Gregory Ratcliff leads the global advanced analytics group for Vertiv, an Ohio-based provider of equipment and services for datacenters. In his role as the Global Director of Advanced Data Analytics, his main priorities are around collecting and leveraging real time data, as well as connecting company’s nearly 1B operating products to the Vertiv cloud (Thanks FB and DS). 

Gregory joins us to shed light on Vertiv’s global IoT and customer innovations pilots and strategic efforts, with an accent on:

-Mapping out your data-driven service journey
-Future-proofing your service organization by leveraging innovative technology
-Integrating major domestic and international acquisitions
-Developing programs that increase value to worldwide customers

Gregory Ratcliff, Global Director, Advanced Data Analytics at Vertiv

Gregory Ratcliff

Global Director, Advanced Data Analytics
Vertiv

Track B: Customer Success

1:50 pm - 2:00 pm Chairperson’s Opening Address

Track B: Customer Success

2:00 pm - 2:20 pm Case Study: Getting Customer Buy-In for the Use of More IoT and Outcomes-Based Services
In Steve Jobs' words, “Customers don't know what they want until you show it to them”… 

Are you in charge of taking your customers through digital transformation and helping them figure out how IoT technology applies to their line of business? If so, you may be dealing with a similar set of challenges as David Bishop who leads Johnson Controls’ HVAC service innovation team consisting of over 5,000 North American field technicians. 

In this case study, David breaks down how to understand customer challenges in order to create the business case for leveraging IoT to deliver outcomes-based services. Key takeaways include:

-Establishing the best way to educate the customer
-Determining when to start having this conversation and who should be involved
-Knowing your customers’ needs, goals, fears, and risk tolerance so you can align appropriately
-Presenting use cases of successful partnerships

David Bishop, Director, Service Operations, Building Solutions NA at Johnson Controls

David Bishop

Director, Service Operations, Building Solutions NA
Johnson Controls

Track B: Customer Success

2:20 pm - 2:40 pm Sponsored Presentation Astea
Our expert panelists will share best practices in securing new accounts and ensuring contract renewals. Key takeaways include:

- Understanding your customers’ true needs and getting a holistic view of their existing infrastructure
- Ensuring that your product and service offerings are optimized to yield maximum ROI for your customer
- Practices around measuring customer success and satisfaction
- Developing a system of metrics and KPIs that accurately reflect customer satisfaction rates and can serve as the foundation for data-driven strategy adjustments and continuous improvement

Aleem Khawaja, Senior Manager, Customer Service Management at BD Life Sciences

Aleem Khawaja

Senior Manager, Customer Service Management
BD Life Sciences

Kevin Young, Vice President of Modular Data Center Division at Cupertino Electric

Kevin Young

Vice President of Modular Data Center Division
Cupertino Electric

David Lamb, Customer Success Executive at Cisco

David Lamb

Customer Success Executive
Cisco

Jason Kuhn, Executive Director of Field Service Management at CSG

Jason Kuhn

Executive Director of Field Service Management
CSG

Track B: Customer Success

3:20 pm - 3:30 pm Demo Spotlight

Track B: Customer Success

3:30 pm - 3:50 pm Customer Success Meetup Metrics Matter – Driving Service Profitability through KPIs
Growing service revenue and profitability are key attributes for a strong service organization. Developing and deploying strategies with linked metrics to measure improvement help drive the pathways to growth in revenue and profitability. 

During this meetup, Eric Rivas will discuss Cattron Global’s approach to developing proven pathways to generating stronger revenue and profitability results with his service teams. 

Join Eric and fellow attendees to benchmark strategies and ideas around:

-Developing a clear-cut pathway to revenue and profitability growth
-Ensuring team alignment toward goals and objectives to drive strategy, vision, and execution
-Four key drivers and operational metrics you should be tracking to drive value for both your organization and your customers

Eric Rivas, Director of Service at Cattron Global

Eric Rivas

Director of Service
Cattron Global

Track C: Network and Logistics Management

1:50 pm - 2:00 pm Chairperson’s Opening Address
Brenton Mohair, Vice President, Critical Inventory Logistics at FedEx Logistics

Brenton Mohair

Vice President, Critical Inventory Logistics
FedEx Logistics

Track C: Network and Logistics Management

2:00 pm - 2:20 pm Case Study Lessons Learned and Mistakes to avoid: Adopting a New FSM Software in Pursuit of Real-Time Inventory Visibility
In modern field service, advanced technology is a constant and a must -- that’s just how business is done today. However, many service organizations are still in the process of transitioning to high-tech capabilities and upgrading their field service management software, which is not an easy task at hand. 

If this sounds like your status quo, Bruce Levitt’s case study might help you understand what to look out for throughout the cycle of tech upgrades, how to ensure timely delivery on all set goals and KPIs, as well as avoid interruptions in your service levels while you are in the transitional phase. Key takeaways include:

-Evaluating FSM options that can help you achieve the goal of inventory reduction and improved service levels
-Preparing your team for the transition to a new system and tying up all loose ends
-Learning from mistakes - practical recommendations on hands-on management of a new software roll-out and planning for the unplanned 

Bruce Levitt, President at Levitt-Safety

Bruce Levitt

President
Levitt-Safety

Track C: Network and Logistics Management

2:20 pm - 2:30 pm Demo Spotlight

Track C: Network and Logistics Management

2:30 pm - 2:40 pm Demo Spotlight
This panel session explores the impact of efficient parts and supply chain management on customer satisfaction and offers practical recommendations on how to achieve full visibility into your field operations and parts supply for improved service delivery. Key takeaways include:

-Determining the right metrics and KPIs to measure parts supply effectiveness
-The best ways to build relationships with your logistics partners to create parts efficiency
-What to do when end-of-life spares are unavailable or very expensive?
-What innovative technologies including artificial intelligence are impacting spare parts management?

Tony Robson, General Manager, Service at Komatsu America Corp.

Tony Robson

General Manager, Service
Komatsu America Corp.

Daniel Przislicki, Vice President, Service Support Operations at Canon Solutions America

Daniel Przislicki

Vice President, Service Support Operations
Canon Solutions America

Greg Fisher, Senior Vice President, Service & Parts Sales at Bunn-O-Matic

Greg Fisher

Senior Vice President, Service & Parts Sales
Bunn-O-Matic

Mike Ross, Director, Product Strategy at Baxter Planning

Mike Ross

Director, Product Strategy
Baxter Planning

Brenton Mohair, Vice President, Critical Inventory Logistics at FedEx Logistics

Brenton Mohair

Vice President, Critical Inventory Logistics
FedEx Logistics

Track C: Network and Logistics Management

3:20 pm - 3:30 pm Demo Spotlight

Track C: Network and Logistics Management

3:30 pm - 3:50 pm Case Study: Establishing a “Concierge Service” Culture to Drive Service Network Performance to the Next Level
Throughout his 20+ year field service career, Robert Gillette has built a solid track record in customer satisfaction and operational excellence, and he is joining us to share practical recommendations on driving aftermarket sales potential, reducing service costs and helping your customers connect with and truly appreciate your brand. His case study focuses on a new “concierge” service model, set to roll out at STULTZ ATS, Inc. on January 1st, offering a detailed breakdown of:

-What drove STULTZ’s transition from linear to regionalized service model and why it’s high time your organization did the same 
-What the process looked like from the point of conceptualization all the way through implementation
-The unforeseen challenges you should be taking into consideration in your transition to the concierge model
-How to drive cross-regional collaboration and align your teams around uniform goals, targets and KPIs
-Why you need to establish emotional connections with your customers and how to accomplish it 

Robert Gillette, Vice President, Customer Support at Stulz ATS Inc.

Robert Gillette

Vice President, Customer Support
Stulz ATS Inc.

Many of our Field Service attendees come back to Field Service year after year to troubleshoot their implementations or other service challenges, and to get deep into the details of the tools and trends that are driving the service industry. In fact, it’s the regular Field Service attendees that we see leading in innovation, revenue growth, and high customer satisfaction levels. 

To help our loyal Field Service veterans get into deep tangible details of their top priorities, we are bringing them together for an entire afternoon in our Veterans Track. This track will contain roundtable discussions to ensure dialogue is had and questions are asked around the most urgent matters to move their businesses forward quickly. 

1:50-2:50:

1. Implementing Customer Experience Software To Gain Clearer VOC (Voice of the Customer)
  • Feby Joseph, Director Global Service and Customer Experience, Roper Technologies

2. Monetizing Services That Were Once Free
  • Eric Paulik, Director Global Field and Customer Service, Philips 

3. The Future of Service Contract Negotiations
  • Len VanderHulst, Head of Service, Eppendorf

4. New Technology Implementation – the Things You Won’t Discuss at the Negotiation Table
  • Reeve Bunn, President, DSL Ltd

5. Kill Them With Kindness (and Efficient Issue Resolution): Embracing Customer Complaints
  • Mike Lynn, Director Of Customer Support Operations, Automated Packaging Systems

2:50-3:50:

1. Mergers & Acquisitions: Avoiding Interruptions in Service
  • Lonnie Lassman, Senior Director, Field Service Operations, 3M Healthcare

2. Determining Mutually Beneficial Key Metrics with your 3PLPs
  • Eric Clopper, Senior Director, Global Services Logistics and Labs, F5 Networks

3. Using Dashboards to Manage Your Technicians’ Performance and Quality
  • David Douglas, Vice President, Service Management, Scientific Games

4. Enabling Your Customers to Achieve High Levels of Uptime
  • Dane Taival, Vice President and General Manager, Thermo King Corporation, Ingersoll Rand
Feby Joseph, Director Global Service and Customer Experience at Roper Technologies

Feby Joseph

Director Global Service and Customer Experience
Roper Technologies

Eric Paulik, Director Global Field and Customer Service at Philips

Eric Paulik

Director Global Field and Customer Service
Philips

Len VanderHulst, Head of Service at Eppendorf

Len VanderHulst

Head of Service
Eppendorf

Reeve Bunn, President at DSL Ltd.

Reeve Bunn

President
DSL Ltd.

Michael Lynn, Director of Customer and Field Operations at Automated Packaging Systems

Michael Lynn

Director of Customer and Field Operations
Automated Packaging Systems

Lonnie Lassman, Senior Director, Field Service Operations at 3M Healthcare

Lonnie Lassman

Senior Director, Field Service Operations
3M Healthcare

Eric Clopper, Senior Director, Global Services Logistics and Labs at F5 Networks

Eric Clopper

Senior Director, Global Services Logistics and Labs
F5 Networks

David D. Douglas, VP Service Management at Scientific Games

David D. Douglas

VP Service Management
Scientific Games

Dane Taival, Vice President and General Manager at Thermo King Corporation, Ingersoll Rand

Dane Taival

Vice President and General Manager
Thermo King Corporation, Ingersoll Rand

3:50 pm - 4:40 pm Candyland Refreshment & Networking Break and Meet-Ups in the Expo Hall

Sponsors:
Astea


4:40 pm - 5:00 pm Keynote: Taking Technology Solutions to the Next Dimension Using 3D Photogrammetry to Increase Service Levels

Sonya Roshek has more than 22 years of leadership and telecom operations experience in the areas of construction, organizational development, profit and loss, labor relations, staffing, training, quality/safety, estimating, procurement, material management and real estate.  She has championed new lines of business including outside plant (fiber to the home), DAS, Small Cell and Distributed Infrastructure (car charging stations) across the US. Sonya has led large-scale projects including completing a multi-discipline green-field wireless build with microwave overlay for a new carrier spanning two Canadian providences, has served as project lead for both the wire-line and wireless network installations for the 2002 Olympic Games, and managed the integration of more than 10,000 cells in the Remote Integration Testing Center (RITC).   Sonya is on the Board of Governors for the National Wireless Safety Alliance (NWSA) and is working on the taskforces to advance and standardize the tower industry.  

In this keynote, Sonya will be discussing how technology is changing the way B+T Group, a full-service wireless engineering, construction and technical services firm, efficiently manages large-scale projects, eliminates unnecessary field visits, provides more accurate and timely information to clients and makes human errors obsolete. The methods Sonya will discuss have been tested throughout a number of industries: oil and gas, manufacturing, retail, residential construction and telecommunications, and she will share specific examples of how 3D photogrammetry can be leveraged to create simulations, accurate dimensions, develop engineering documentation and assist with real time data collection.  Key takeaways include: 

-Techniques that can help improve your data and client relationships
-Remove human error in data collection
-Realistic 3D modeling used for engineering documentation
-Reducing trips to the field for verification
Sonya Roshek, Vice President, Projects & Field Services at B+T Group

Sonya Roshek

Vice President, Projects & Field Services
B+T Group

5:00 pm - 5:30 pm Field Service Awards Ceremony

- Category 1: Best Service & Support Strategy TEAM Implementation
- Category 2: Most Effective TECHNOLOGY Deployment To Increase Service Levels
- Category 3: Most INNOVATIVE Approach To Service Delivery

5:30 pm - 7:00 pm 007 Party & Networking Reception

5:30 pm - 7:00 pm Field Service Awards Winner Circle

7:00 pm - 7:00 pm Conclusion Of Day 2