Field Service Palm Springs 2020

September 29 - October 02, 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

Sponsors:
Syncron


Gary Brooks, Chief Marketing Officer at Syncron

Gary Brooks

Chief Marketing Officer
Syncron

With a global workforce of 114,000 and $41.8 billion in sales, Honeywell is deemed by many to be a digital transformation frontrunner, and duly so: the Fortune 100 leader started harnessing the power of IoT, cloud computing and data consolidation across its business units - commercial and consumer products, engineering services and aerospace systems units - before Industry 4.0 became a buzzword.

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

- Driving action and automation with data analytics
- Harnessing remote connectivity and preventive maintenance for improved service
- Enhancing performance with 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 $28.6 billion 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 spent his entire career with ABB, a $27.7 billion multinational corporation and a global Fortune 500 company, operating mainly in robotics, power, heavy electrical equipment, and automation technology. Prior to taking over ABB’s medium voltage business in North America as the Vice President and General Manager of Service, Mark held executive-level roles at ABB Mexico, where he gained hands-on experience and knowledge of manufacturing, engineering, marketing, sales and finance. 

In this keynote, Mark brings 30+ years of industry experience, sharing real-life examples of ABB's ongoing data mining programs and offering step-by-step guidance on how to shift from a reactive to a proactive service model. Key takeaway’s from Mark’s talk include: 

- Optimize your data analytics systems to gain control over the customer data you are collecting
- Transform customer data into actionable insights 
- Enhance your service delivery through intelligent, data-driven decision-making
- Leverage 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
Delivering trusted relationships and caring for customers is the foundation of exceptional service and no one is closer to your customers than your mobile workforce. They are the face of your brand to deliver the last mile of mission critical service. Are you empowering them to elevate every customer experience? Now is a defining moment for every company’s field service operation---transform or be left behind. Join us to learn about the future of field service and how Salesforce is delivering the latest innovations to supercharge field service productivity.


Paul Whitelam, Senior Director of Product Strategy at Salesforce

Paul Whitelam

Senior Director of Product Strategy
Salesforce

9:40 am - 10:30 am Bakeshop 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







Gary Brooks, Chief Marketing Officer at Syncron

Gary Brooks

Chief Marketing Officer
Syncron

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 and General Manager, Service Operations at Bunn-O-Matic

Tim Spencer

Senior Vice President and General Manager, Service Operations
Bunn-O-Matic

Russ Fadel, Co-Founder and CEO at Augmentir

Russ Fadel

Co-Founder and CEO
Augmentir

Sam Murley, Digital Transformation Director at PTC

Sam Murley

Digital Transformation Director
PTC

11:10 am - 11:30 am The Importance of an Asset 360 View for the Future of Service Execution

Sponsors:
ServiceMax
Is your field service operation Appointment-centric or Asset-centric? As technology evolves, more and more companies are centering their field service strategies around asset or equipment uptime as the ultimate goal. Join Stacey Epstein as she explains how the future of field service will rely on a 360-degree view of the asset in order to deliver maximum uptime for your customer, while creating efficiencies and driving growth in your service operations.



Stacey Epstein, Chief Marketing & Customer Experience Officer at ServiceMax

Stacey Epstein

Chief Marketing & Customer Experience Officer
ServiceMax

11:30 am - 11:50 am Keynote Using Data From a Connected Fleet to Make Better Decisions and Support Customers

Over 20 years ago,  Angela Johanningmeier, joined John Deere, a $37.4 billion 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 
-Identify 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

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

(choose one)

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. Remote connectivity, diagnostics and repair
  • Moe Somani, Vice President, Enterprise Solutions at Atheer, Inc.

2. Mobile device management and app development
  • Rob Brewster, CEO, GoFormz

3. Field service management systems and scheduling engines 
  • eLogic

4. Aftermarket and warranty services
  • Michael Blumberg, CMO, Mize

5. Customer relationship management, CX analysis
  • GoDeskless


Moe Somani, Vice-President, Enterprise Solutions at Atheer

Moe Somani

Vice-President, Enterprise Solutions
Atheer

Ashok Kartham, Founder and CEO at Mize

Ashok Kartham

Founder and CEO
Mize

Rob Brewster, CEO at GoFormz

Rob Brewster

CEO
GoFormz

Michael Blumberg, Chief Marketing Officer at Mize

Michael Blumberg

Chief Marketing Officer
Mize

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 Private Lunch

Sponsors:
UPS


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: 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 A: Data-Driven Field Service

2:20 pm - 2:40 pm Case Study: Better Together: Connected Field Service Creates Great Experiences for All
Sponsors:
ServiceNow
As service quality becomes increasingly important, connecting field service to other parts of the organization is critical. Disconnected processes lead to repeat visits and dissatisfied customers. ServiceNow® Field Service Management connects to customer service, IT, project management, and more, all within a single platform. Manage people, assets, parts, knowledge, scheduling, and cost in one place. Connected field service provides a better experience for customers and technicians with higher first-time fix rates, shared data, and continual service improvement. Learn how you can accomplish this from anywhere with a cloud-based, mobile-friendly solution.


Nikki Narang, Senior Principal Product Manager at ServiceNow

Nikki Narang

Senior Principal Product Manager
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
Sponsors:
Comarch
Comarch


Mateusz Cieślak, Head of FSM Consulting at Comarch

Mateusz Cieślak

Head of FSM Consulting
Comarch

Track B: Customer Success

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

Track B: Customer Success

2:00 pm - 2:20 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 B: Customer Success

2:20 pm - 2:40 pm Sponsored Presentation
Sponsors:
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 Systems Inc.

David Lamb

Customer Success Executive
Cisco Systems Inc.

Jason Kuhn, Executive Director of Field Service Management at CSG

Jason Kuhn

Executive Director of Field Service Management
CSG

Keith Ladson

Senior Director of Field Technical Operations
Comcast

Ashok Kartham, Founder and CEO at Mize

Ashok Kartham

Founder and CEO
Mize

Track B: Customer Success

3:20 pm - 3:30 pm Demo Spotlight
Sponsors:
Gomocha



Track C: Network and Logistics Management

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


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?





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

Brenton Mohair

Vice President, Critical Inventory Logistics
FedEx Logistics

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

Track C: Network and Logistics Management

3:20 pm - 3:30 pm Demo Spotlight

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. The Do’s and Don’ts of a Subscription-Type Service Model
  • 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

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

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

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

9. 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 Lassmann, Senior Director, Field Service Operations at 3M Healthcare

Lonnie Lassmann

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

3:30 pm - 4:10 pm Orange You Gllad There’s Beer Refreshment & Networking Break and Meet-Ups in the Expo Hall

4:10 pm - 4:30 pm Keynote 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.

4:30 pm - 4:50 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

4:50 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