MON, May 6: Deep-Dive Workshop Day

In an era of rapidly changing customer expectations, the field service industry is ready for a transformation. Coca-Cola is leading the way with Generative AI.

• Discover how Generative AI propels the field service industry from a traditionally reactive stance to a proactive and predictive strategy.
• We will tackle head-on the industry's pressing challenges, including aging workforces, skill gaps, and the maintenance of increasingly complex machinery. We'll showcase real-world examples of how AI-driven solutions transform these obstacles into avenues for growth, innovation, and enhanced service delivery.
•  Dive into the critical role of tribal knowledge in the service sector and how AI magnifies this asset across organizations. 

Sponsored by: Aquant

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Michael Galon

Director, North America Service Operations
The Coca-Cola Company

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Sidney Lara

Service Principal
Aquant

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Join us for an immersive conversation about how to unravel and break down departmental silos to unleash the power of a unified front across service sales, marketing, and operations. Rod and Carol will guide you through practical strategies and hands-on exercises, equipping you with the tools to develop single-source solutions that enhance customer experience (CX) and drive profitability. 

Discover how breaking down silos and more integrated workflows can lead to a harmonious alignment of objectives, resulting in not only a smoother internal operation but also a more resonant and customer-centric brand. 

Be part of a transformative journey where silos crumble, and a unified strategy emerges as the driving force behind enhanced customer experiences and increased profits.  

Carol Marriott

Building Services Portfolio Director
Trane Technologies

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Rod Cook

NA Service Operations & Engineering
Trane Technologies

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This session will detail how FieldAware can help businesses in the field service industry, by implementing real-time FSM software to monitor both vehicles and techs in the field. 

Sponsored by: GPS Insight

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Phil Eatman

VP of Sales
GPS Insight

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Tyler Mortensen

VP of Growth and Strategy
GPS Insight

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In today's quickly changing technology landscape, organizations are under pressure to continuously invest and adapt their technology stack, but where do you invest, and how do you successfully manage the change that comes with this? 

Take a peek into our transformative journey as we explore the dynamic intersection of business strategy and technology evolution, and discuss real-world considerations in execution. This interactive presentation goes beyond the promise of technology. Enriched with real-world examples from McKinstry’s own journey, we will empower participants to strategically align their technology initiatives with organizational goals, fostering a roadmap for success. 

Join us to acquire actionable strategies, approaches and tools, illustrated through tangible examples, that can be implemented within your organization, paving the way for a future of successful technology implementations and business achievements. 

Kendra Golob

Director of Product Management
McKinstry

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Redefine the integration of artificial intelligence in service and support using a distinctive Frictionless AI approach. This workshop will detail how we have designed our AI to enhance and dramatically accelerate, not replace, necessary human-to-customer interactions. Harness AI to address specific challenges within service workflows, from pre-call interaction to synchronous experiences through post-call analysis, ensuring a smooth, barrier-free, effortless experience for both service personnel and customers. 

Learn how to set new standards in service excellence by focusing on AI as a means to empower rather than overshadow the human experience.

Sponsored by: Help Lightning

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Marc Guthrie

CEO
Help Lightning

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Richard Ritter III

Technology Specialist - Reliability Services
Emerson

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Prepare for lift-off, Field Service Engineers! We’re about to embark on a thrilling exploration of a real-world case study that demonstrates the transformative power of IoT and Emerson’s state-of-the-art technology.

Picture this: A potential disaster was brewing at an end-user site in the power industry. A failure that could have cost an eye-watering $2 Million was just around the corner. But here’s the twist: It was averted! The heroes of our story? IoT diagnostic data analytics and Emerson’s Valve Condition Monitoring service (one of Emerson’s Valve Reliability Suite solutions). This formidable pair communicated flawlessly, providing vital insights that helped dodge a major outage.

Now, let’s plunge into the core of our workshop - the Valve Reliability Suite solutions. This suite comprises the Valve Condition Monitoring Service, ValveLink software, and the Plantweb Insight™ Valve Health Application. These components synergize to optimize valve performance and reliability.

But hold on, there’s more! We’ll be getting our hands dirty with a hands-on case study. This will offer us an up-close and personal look at how the Valve Reliability Suite solutions can sift through mountains of data with ease, a task that was once a complex and time-consuming process.

Armed with the Valve Reliability Suite solutions, we can swiftly triage and pinpoint the necessary actions in the field. It’s like wielding a superpower that allows us to cut through the noise and zero in on what truly matters!

So, fasten your seatbelts and get ready for a thrilling journey into the future of valve reliability and maintenance. Let’s revolutionize the way we operate in the field!

Richard Ritter III

Technology Specialist - Reliability Services
Emerson

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From the field to the back office, technicians, dispatchers and everyone in between need to have all the latest information in order to make the right decisions. Come hear what leading utilities companies around the world are doing to ensure their field operation have a “single pane of glass.” It’s not an easy transition but they are seeing success of their hard work.

Sponsored by: OverIT

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Ram Reshef

VP Solution Engineering Americas
OverIT

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In a world of cutthroat competition and rising customer expectations, wasted minutes can dramatically impact your bottom line. A field technician is juggling everything, from documenting their work to engaging with and even selling to the customer, not to mention getting the job done.

Join us for an interactive dissection of data points and trends on how field service teams are navigating the current economic and technological climate. We will also explore how the right combination of AI and data make a mobile app a powerful companion for technicians when they're on site.

Sponsored by: Salesforce

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Chris Albanese

Principal Sales Engineer
Salesforce

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Angelic Tofteroo

Director Solution Engineering
Salesforce

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Bruviti

Sponsored by: Bruviti

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Artificial Intelligence is now a practical application rather than just a theoretical discussion. Join Lucas Diaz, CEO of Ludia Consulting, and VIXXO's special guests as they share VIXXO's journey to becoming pioneers in incorporating artificial intelligence to support their workforce of over 150,000 field technicians.   

Key takeaways from this workshop include:   

• Discover proven AI use cases to drive service efficiency, improve CSAT, and create a compelling experience for Field Technicians 
• Ideate with your peers as we collectively share additional ideas for leveraging AI in your business  
• Explore the future of Microsoft CoPilot and establish a successful collaboration with engineering

Lucas Diaz

CEO, Managing Partner
Ludia Consulting

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Rapid technological advancement and the relentless march of artificial intelligence is forcing a seismic shift in customer service, and service leaders are confronted with navigating this transformative terrain effectively.

In this workshop we’ll explore the impending disruptions to your workforce, operational frameworks, and technological infrastructure. Through interactive small group discussions and real-time collaboration, we will not only dissect these challenges but also co-create a bespoke strategic blueprint to take back to your team post-conference.

Gain actionable insights and a tangible roadmap to fortify your organization’s readiness for embracing the latest field service capabilities. Join us and learn how to seamlessly integrate automation, streamline service delivery, and elevate both customer experiences and internal team dynamics.

Sponsored by: Oracle

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Rick Shimko

Product Marketing Director, Oracle Service
Oracle

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Hear firsthand from service leaders successfully implementing AI for field service including results and key learnings for deployment including documentation, internationalization, change management, and adoption. We’ll discuss:

• Top use cases for AI and ROI (actually in production)
• Perception vs. reality once AI is rolled out (production vs. pilot)
• How your AI strategy will evolve and expand over time
• International deployment - bringing resolutions from countries and languages into a central AI hub

Learn how Neuron7 Service Resolution Intelligence is changing the game, helping customers get to 90%+ resolution accuracy faster with turn-by-turn guidance that brings together knowledge from thousands of people, data sources, and interactions across complex service environments.  

Sponsored by: Neuron7

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Bill Girzone

SVP Global Field Services
NCR Atleos

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Chris Westlake

VP – Life Sciences Technical Services
Genpact

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Thomas Shanks

Director of Operations
TK Elevator

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Niken Patel

CEO and Founder
Neuron7.ai

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In the realms of engineering and skilled trades, technical prowess is paramount. However, the power of accurate communication, effective interpersonal skills, and the art of transferring knowledge are often overlooked.

Join Josh Zolin, field service executive and author of Blue is the New White, in a workshop tailored specifically for field service professionals.

Our modern industries thrive on collaboration, making soft skills not just an advantage, but a necessity. Whether you're interfacing with clients, leading a team, or mentoring the next wave of professionals, your ability to convey ideas, insights, and experiences effectively, while building relationships, can propel your professional journey and fuel your overall success.

Key Takeaways:

• The science behind soft skills: Understand why communication and teaching skills are crucial in technical professions.
• Communication as a tool: Understand the main aspects of communication and how they impact relationships, attitudes, and retention of information.
• Effective knowledge transfer: Learn techniques to pass on your skills, experiences and insights, ensuring the next generation is equipped to take the baton and run with it.
• The power of listening: Learn why this is the most overlooked aspect of communication, but also the most important.

Join us for this transformative session and bridge the gap between hard technical skills and soft interpersonal skills, creating a holistic approach that you can implement immediately into both your professional and personal life.

Josh Zolin

CEO
Windy City Equipment

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How do you create an agile workforce in a complex service delivery environment? How do you build for the future, while maintaining legacy service to customers? A comprehensive Strategic Workforce Plan formed the foundation of Siemens’ approach, with specific focus on entry-level assessment and cross-functional/technology skill building. 

Join Gail to learn about Siemens’ journey and its unique skill outputs. This session explores the basis of the service organization’s comprehensive Strategic Workforce Plan, including market analytics, skills visioning workshop, workforce analytics, and strategy setting at the Service Delivery functional and holistic levels. Gail will share how we created targeted assessments for skills observation and validation, working beyond the interview and knowledge assessments. 

She will walk through how to develop detailed learning plans for achievement of technical competency objectives, including: 

• How to create a custom Strategic Workforce Plan for your organization and what agility in the workforce can look like 
• What a targeted assessment looks like 
• The necessary considerations to create comprehensive technical learning plans

Gail Norris

US Lead, SITRAIN Digital Industry Academy, Digital Industry Division
Siemens

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