Field Service Virtual Event

September 30 - October 02, 2020

Online

10:30am - 6pm ET

Thursday, October 1, 2020: ACCELERATING THE DIGITIZATION OF FIELD SERVICE IN RESPONSE TO THE PANDEMIC

10:40 am - 11:00 am Exhibit Hall Meet & Greet

11:00 am - 11:05 am Welcome Remarks

Antonia Kay, Field Service Portfolio Director at WBR

Antonia Kay

Field Service Portfolio Director
WBR

11:05 am - 11:20 am Chairperson’s Opening Address

11:20 am - 12:00 pm Keynote The Future of Automation in Field Service (and Beyond)

Vasiliy Krivtsov is the Director of Reliability Analytics at the Ford Motor Company, an automotive industry leader that designs, manufactures, markets and services a full line of Ford cars, trucks, SUVs, electrified vehicles and Lincoln luxury vehicles, provides financial services through Ford Motor Credit Company and is pursuing leadership positions in electrification, autonomous vehicles and mobility solutions. Vasiliy also holds the position of Adjunct Professor at the University of Maryland, where he teaches a graduate course on advanced reliability data analysis. He is the author of over 60 professional publications, including 3 books on Reliability Engineering & Risk Analysis and 16 inventions, including 6 corporate inventions on statistical algorithms for Ford. He is a Vice Chair of the International Reliability Symposium (RAMS®) Tutorials Committee and a Senior Member of IEEE. 


In this keynote Vasiliy will discuss current state of vehicle connectivity and autonomous driving in the automotive industry. A special focus will be devoted to the prognostic health management (PHM) and condition based maintenance (CBM) of autonomous units in the field. The audience will then be encouraged to discuss potential benefits (also challenges) of automation in their respective filed service companies.

Vasiliy Krivtsov, Director of Reliability Analytics at Ford Motor Company

Vasiliy Krivtsov

Director of Reliability Analytics
Ford Motor Company

12:00 pm - 12:20 pm Keynote: Connect The Customer Experience From First Contact To The Last Mile

In this new era of constant uncertainty, it's even more critical that companies keep up with the speed of innovation to provide a connected customer experience – from the second a customer contacts your service department to your dispatcher and, ultimately, to your brand ambassador - the mobile worker. Join us as Shilpa Ramaswamy, Director of Product Management, shares how to create customers for life by providing a connected field service experience from the first contact to the last mile safely.

Shipa Ramaswam, Director of Product Management at Salesforce

Shipa Ramaswam

Director of Product Management
Salesforce

12:20 pm - 12:50 pm Exhibit Hall Meet & Greet


Join us for a live, interactive discussion about the key technologies that will be driving the future of field service in the post-pandemic world. Key takeaways include: 


  • The new norm: accelerating investments in digital in order to meet customers’ evolving needs in the post-pandemic economy
  • The next level of service automation: elevating service digital maturity to the next level 
  • Business continuity: identifying hidden business opportunities coming out of the pandemic and capitalizing on them
Marlene Kolodziej, Vice President, Centralized Services at Ricoh USA, Inc.

Marlene Kolodziej

Vice President, Centralized Services
Ricoh USA, Inc.

Mark Hessinger, VP, Global Customer Service at 3D Systems Corporation

Mark Hessinger

VP, Global Customer Service
3D Systems Corporation

Haroon Abbu, Vice President, Analytics Practice and Data Services Business at Bell and Howell

Haroon Abbu

Vice President, Analytics Practice and Data Services Business
Bell and Howell

Ashok Kartham, Founder and CEO at Mize

Ashok Kartham

Founder and CEO
Mize

1:30 pm - 1:40 pm Innovation Spotlight: Innovating Field Service Products in a Pandemic


Seth Little, Director, Virtual Delivery at CLEAResult

Seth Little

Director, Virtual Delivery
CLEAResult

Nathan Bowser, Sr. Product Marketing Manager at Streem

Nathan Bowser

Sr. Product Marketing Manager
Streem

1:40 pm - 1:45 pm Reconvening for Technology Innovation & Investment Meetups


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 match your company’s needs! Key technologies include:


1. Knowledge Management

  • Josh Russell, Group Product Manager, Mize


2. Lifting Service Workforce Performance with AI 

  • Edwin Pahk, VP of Product Marketing and Business Development, Aquant


3. Workflow Modernization with AR & IT Optimization using Dell Rugged Device

  • David Plourde, Consultant, Rugged Strategic Alliances, Dell Technologies


4. AR, VR, Wearables, and Remote Assistance Apps

  • Sarah Nicastro, Director of IFS Service Management and Field Service Evangelist, IFS 


5. Field Service Management Systems and Scheduling Engines

  • Susie Turk, Senior Director, Solution Engineering, Salesforce 


6. Parts Logistics and Forward Stocking Locations

  • Steve Syverson, VP, Business Services, Warehouse Anywhere


7. Augmenting Service Results with Remote Support

  • Sumair Dutta, Senior Director of Digital Transformation, ServiceMax 


Edwin Pahk, VP of Product Marketing and Business Development at Aquant

Edwin Pahk

VP of Product Marketing and Business Development
Aquant

Josh Russell, Group Product Manager at Mize

Josh Russell

Group Product Manager
Mize

David Plourde, Consultant, Rugged Strategic Alliances at Dell Technologies

David Plourde

Consultant, Rugged Strategic Alliances
Dell Technologies

Sarah Nicastro, Director of IFS Service Management and Field Service Evangelist at IFS

Sarah Nicastro

Director of IFS Service Management and Field Service Evangelist
IFS

Susie Turk, Senior Director, Solution Engineering at Salesforce

Susie Turk

Senior Director, Solution Engineering
Salesforce

Steve Syverson, VP, Business Services at Warehouse Anywhere

Steve Syverson

VP, Business Services
Warehouse Anywhere

Sumair Dutta, Senior Director of Digital Transformation at ServiceMax

Sumair Dutta

Senior Director of Digital Transformation
ServiceMax

2:30 pm - 3:00 pm Exhibit Hall Meet & Greet


Track A: Data-Driven Field Service

3:00 pm - 3:10 pm Innovation Spotlight: Pragmatic Innovation in Field Service

Field service organizations that want to modernize often stumble over unanticipated complexity. Exciting promises get mired in high-budget projects and don't deliver the desired results quickly, if ever.


This presentation will discuss some of the topics that people need to understand as they get off the ground, such as:

• Why leveraging the cloud is crucial for secure, real-time field operations

• How good data collection and automated workflows drive other innovative add-ons

• How to manage the trade-off between rigor and flexibility in mobile apps and workflows

The session will conclude with some client experiences to learn from and tips to ensure that your innovation programs start on the right foot.


Jake Freivald, VP of Product Marketing at Fulcrum

Jake Freivald

VP of Product Marketing
Fulcrum

Track A: Data-Driven Field Service

3:10 pm - 3:30 pm Case Study: Employee Engagement and Change Management during the Transition to Digital

David Stiger found his service and support calling at Hydromax USA over 11 years ago and has climbed the career ladder to become its Vice President of Gas Solutions. He manages projects across the country in the water, wastewater, and gas market sectors. 


David has developed many of the best practices utilized by Hydromax nationwide, and he is joining us to share practical recommendations on how to overcome employee engagement and change management hurdles driven by the digitization. Key takeaways include:


- Field personnel training for a successful rollout of digital tools

- Employee engagement feedback and metrics analysis

- How does a Learning Management platform assist the project management?

- New employee onboarding

- Filtering feedback to find the action items

- Modularizing complex training tasks

David Stiger, Vice President of Gas Solutions at Hydromax USA

David Stiger

Vice President of Gas Solutions
Hydromax USA

Track A: Data-Driven Field Service

3:30 pm - 3:50 pm Case Study: Modern Device Management Featuring Dell Technologies Rugged Portfolio

Learn how Dell Technologies products help enable Briggo to deliver a fully automated coffee experience to customers. Briggo needed robust, high-performing solutions to power drink production and data aggregation in its Coffee Hauses and to support remote field operations and corporate business management. With Dell Rugged laptops, Precision workstations and the Optiplex XE see how this vision came to life. 

Reed Renfrow, Rugged Product Marketing Manager at Dell Technologies

Reed Renfrow

Rugged Product Marketing Manager
Dell Technologies

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
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

Ravichandra Kshirsagar, Vice President – Digital Buildings Services at Schneider Electric

Ravichandra Kshirsagar

Vice President – Digital Buildings Services
Schneider Electric

Markus Rimmele, Former Managing Director US Service at KOCH Packaging Systems, Inc, a member of the Uhlmann Group

Markus Rimmele

Former Managing Director US Service
KOCH Packaging Systems, Inc, a member of the Uhlmann Group

Track B: Customer Success

3:00 pm - 3:10 pm Innovation Spotlight: Connected Customer Experience
Gary Napotnik, CMO at Mize

Gary Napotnik

CMO
Mize

Track B: Customer Success

3:10 pm - 3:30 pm Case Study The Crucial Role of Field Service: Helping Customers Connect with Your Brand

For decades, the role of service on overall customer experience and perception of the brand has been shifting. Servitization has ‘gained a lot of muscle’ to become a widely applicable principle for many leading organizations. Many consider service to be a focal point that outweighs any other aspect of a purchasing experience and customer loyalty, regardless of the industry you are in.


Our expert panelists weigh in the role of service in creating positive customer experiences, and what you can do today to excel at securing new customers and contract renewals. Key takeaways include: 


  • Exploring the true impact of service and support on your customer interactions 
  • Elevating the role of field service to the next level, securing a companywide recognition and support
  • Improving your communication with customers
  • Positioning your brand and products in the best light through field service
Subba Krishnan, Senior Director of Field Delivery N.A. at HP

Subba Krishnan

Senior Director of Field Delivery N.A.
HP

Track B: Customer Success

3:30 pm - 4:00 pm Case Study: Opportunities in Disruption with Smart, Connected Products

What is the next wave of innovation for smart, connected products? In this discussion we’ll explore how connected products are fundamentally changing the way the world buys, builds, and services industrial products. We’ll share insights on market trends and industry dynamics shaping connected product innovation, as well as PTC’s strategy for helping customers unlock the value of these products based on our work with customers, analysts and industry experts. Finally, we’ll review lessons learned through customer case studies. By the end of this session you should have a better understanding of how connected products can help you deliver greater value, and practical steps you can take to accelerate your IoT journey. Key takeaways:

- Understand a pragmatic value roadmap for connected products

- Gain insights through a review of customer case studies


Iain Michel, Divisional Vice President & General Manager of Connected Products Solutions at PTC

Iain Michel

Divisional Vice President & General Manager of Connected Products Solutions
PTC

Nicholas Leeder, Vice President, Head of Digital Transformation Group at PTC

Nicholas Leeder

Vice President, Head of Digital Transformation Group
PTC

Track B: Customer Success

3:50 pm - 4:30 pm Panel Best Practices in Customer Retention

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

Kevin Young

Vice President of Modular Data Center Division
Cupertino Electric

Len VanderHulst, Head of Service at Eppendorf

Len VanderHulst

Head of Service
Eppendorf

Gary Napotnik, CMO at Mize

Gary Napotnik

CMO
Mize

Track C: Network and Logistics Management

3:00 pm - 3:10 pm Innovation Spotlight: Results Delivered Quickly: How ServicePower transforms field service management experiences for blended workforces
Samir Gulati, Chief Marketing and Product Officer at ServicePower

Samir Gulati

Chief Marketing and Product Officer
ServicePower

Track C: Network and Logistics Management

3:10 pm - 3:30 pm Case Study: Transforming Legacy Service Business through IoT and Analytics


With the evolution of customers’ needs and digitalization taking over the world, service organizations are actively rethinking their business models. Bell and Howell is not an exception. In order to keep up with its OEM partners’ changing demands and provide optimal service, the company’s leadership introduced an IoT platform as a way out of outdated service practices, which allowed an opportunity to connect company’s heritage assets, conduct automated data aggregation and analysis, and leverage data for predictive machine maintenance and real-time repairs. 


Haroon Abbu spearheaded Bell and Howell’s IoT platform selection and implementation, and he is joining us to share lessons learned and mistakes to avoid, as well as some of the achievements and benefits the services organization was able to deliver to its OEM partners. Session key takeaways include:


  • Success factors in evaluating your legacy infrastructure and selecting technology that can meet your needs
  • Innovating technology integration and risk mitigation
  • Realizing the ROI of new technology investments
  • Seizing the value of the data you are collecting for improved business decision-making and service
Haroon Abbu, Vice President, Analytics Practice and Data Services Business at Bell and Howell

Haroon Abbu

Vice President, Analytics Practice and Data Services Business
Bell and Howell

Track C: Network and Logistics Management

3:30 pm - 3:50 pm Sponsored Case Study

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

Daniel Przislicki

Vice President, Service Support Operations
Canon Solutions America

Mike Ross, Director, Product Strategy at Baxter Planning

Mike Ross

Director, Product Strategy
Baxter Planning

Ramamohan Pai, Sr. Service Supply Chain Manager at Becton, Dickinson & Co

Ramamohan Pai

Sr. Service Supply Chain Manager
Becton, Dickinson & Co

Kevin Bowers, Director, Field Services Research at Technology & Services Industry Association (TSIA)

Kevin Bowers

Director, Field Services Research
Technology & Services Industry Association (TSIA)

4:30 pm - 5:00 pm Exhibit Hall Meet & Greet

1. Moving from the Dispatched to the Dedicated Onsite Support Model

David Rabe, Senior Director, Head of Field Service Automation and MegaLabs, Siemens Healthineers


2. Optimizing Knowledge Management for Field Service Teams

Michael Ahrens, Senior Director, Field Service Operations, Pure Storage


3. Adding Value to Service Contracts to Extend Customer Relationship

Nithin Skaria, Manager, Field Operations, Acuity Brands Lighting, Inc.


4. Achieving the Goal of Customer-Centric Field Service 

Bill Pollock, President and Principal Consulting Analyst, Strategies for Growth


5. Establishing a “Concierge Service” Culture to Drive Service Network Performance to the Next Level

Robert Gillette, former Vice President, Customer Support, STULZ Air Technology Systems Inc.


6. Using Dashboards to Manage Your Technicians’ Performance and Quality

David Douglas, Vice President, Service Management, Scientific Games


7. Applying Augmented Reality (AR) in Field Services

Ravi Advani, Director – Field Services Solutions, Digital Workplace Services Unisys


8. Determining Mutually Beneficial Key Metrics with your 3PLPs

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


9. Global Training Best Practices

Kevin Bowers, Director of Field Service Research, Technology Services Industry Association (TSIA)

David Rabe, Senior Director, Head of Field Service Automation and MegaLabs at Siemens Healthineers

David Rabe

Senior Director, Head of Field Service Automation and MegaLabs
Siemens Healthineers

Michael Ahrens, Senior Director, Field Service Operations at Pure Storage

Michael Ahrens

Senior Director, Field Service Operations
Pure Storage

Nithin Skaria, Manager, Field Operations at Acuity Brands Lighting, Inc

Nithin Skaria

Manager, Field Operations
Acuity Brands Lighting, Inc

Bill Pollock, President & Principal Consulting Analyst at Strategies For Growth

Bill Pollock

President & Principal Consulting Analyst
Strategies For Growth

Ravi Advani, Director - IoT Field Services at Unisys

Ravi Advani

Director - IoT Field Services
Unisys

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

Kevin Bowers, Director, Field Services Research at Technology & Services Industry Association (TSIA)

Kevin Bowers

Director, Field Services Research
Technology & Services Industry Association (TSIA)

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

Robert Gillette

Former Vice President, Customer Support
Stulz ATS Inc.

5:45 pm - 6:30 pm Cuddles and Cocktails Pet Virtual Happy Hour

Have you ever wished you could bring your pet to a happy hour? Now you can! We invite you and your pet to make an appearance and enjoy a fun-filled conversation with fellow attendees.

*Stuffed animals allowed 

5:45 pm - 6:30 pm “This Girl Needs a Quarantini” Virtual Happy Hour

A virtual take on the much-loved Women in Field Service series - join your fellow female service practitioners to enjoy cocktails and talk work-and-life balance from the comfort of your home!