September 30 - October 02, 2020
10:30am - 6pm ET
Friday, October 2, 2020: THE EVOLUTION OF CUSTOMERS’ NEEDS IN TIMES OF COVID-19 AND BEYOND
10:30 am - 11:00 am Exhibit Hall Meet & Greet
10:30 am - 11:10 am Workshop: Maintaining Critical Service Delivery During and After the COVID-19 Healthcare Crisis
Were you leading with purpose during the unsettling pandemic time? Were you able to unite your teams and lead them by example? Did you have a 360-degree service strategy revamp to support your customers during quarantine?
This creative boardroom is for service leaders willing to share their COVID-19 lessons learned and pitfalls to avoid, as well as those interested in debating the future of the service industry, risk mitigation and technology upgrades aimed at protecting service business from unforeseen disasters and supporting your customers in times of uncertainty:
- Crisis management when you have to stop your service operations
- Training your customers to do more with equipment in times of disaster
- Assisted telephone capabilities, self-support and remote connectivity
Syd BriggsGeneral Manager
Steele-Waseca Cooperative Electric
10:30 am - 11:10 am Workshop: The Role of the Gamification in Employee Engagement and Team Building
With more than 2,500 worldwide team members who design, manufacture and market GOJO Industries’ innovative portfolio of products and services, the company’s 75-year success as a Family Enterprise has always been propelled by its collaborative culture of purpose-driven colleagues who work in ways that nourish their growth and build flourishing teams.
This highly interactive workshop features Lenny Cumberledge, Field Service Director, and Ashley Thorne, Field Service Project Manager, who will discuss GOJO Industries’ pioneering Game of Work initiative, instituted 9 years ago to boost company’s morale and the success of team building efforts, and the evolution of the program objectives and goals in the face of the ongoing COVID-19 pandemic. Key takeaways include:
- Explore team building opportunities that can realistically help you engage and meet various needs of your team members
- Discuss specific examples of how gamification can create healthy competition in the workplace and boost the overall performance of your service unit
- Understand how to reset goals and make strategic adjustments that would ensure your technicians’ safety and wellbeing in the age of COVID-19
Lenny CumberledgeField Service Director
GOJO Industries, Inc.
Ashlee ThorneField Service Manager
GOJO Industries, Inc
11:05 am - 11:20 am Chairperson’s Opening Address
11:20 am - 11:40 am Keynote Integrating the Voice of the Customer (VOC) in Your Long-Term and Short-Term Strategy
Dr. Marlene Kolodziej, DBA knows what the customer wants best – until September 2019, she provided strategic and operational leadership for the Service Delivery organization, managed the implementation of enterprise-wide solutions and oversaw the establishment of the Technology Innovation Center at Northwell Health, a nonprofit integrated healthcare network that is New York State’s largest healthcare provider.
Following her achievements at Northwell Health, Marlene joined The Ricoh Company, a Japanese multinational imaging and electronics organization with an annual sales revenue exceeding 13 billion dollars. As Ricoh USA’s Vice President of the Centralized Services, she is responsible for reorganizing service operations to drive efficiency, prioritizing investments in innovative technology, establishing a standard-setting process oversight, and creating a centralized voice of the customer (VOC).
In this keynote, Marlene discusses the two sides of the service coin – from the point of view of a customer and a service provider – and shares practical recommendation on how to put yourself in your customer’s shoes without compromising service revenue and business growth. Key takeaways include:
- Exploring what critical problem-solving looks like (process vs problem solving)
- Resolving the underlying causes of operational inefficiencies and customer dissatisfaction
- Integrating the VOC into your roadmap, short-term and long-term strategy
- Bridging the gaps between real-life customer experience and your evolving business goals
Marlene KolodziejVice President, Centralized Services
Ricoh USA, Inc.
11:40 am - 12:00 pm Keynot: Digital Transformation Journey
In today's environment, companies across all industries are having to reimagine how they operate. They must adapt to stricter regulations, ensure uptime on critical assets, and most importantly - meet customers' needs and rising expectations. To do this, service delivery must become more efficient, predictive, and prescriptive. And data is key.
Join Stacey Epstein, ServiceMax CMO & CXO, to learn how an asset-centric approach can help you overcome challenges, create business continuity and make the switch to outcome-based strategies.
In addition, Schneider Electric will share their digital transformation journey, including how they’re increasing their number of assets under management, while also improving their technicians’ utilization, safety metrics, and CSAT scores.
Stacey EpsteinChief Marketing and Customer Experience Officer
Jerome SoltaniSenior Vice President of US Services
12:00 pm - 12:20 pm Keynote Continuous Customer Buy-In and Contract Renewal: Avoiding the Risks of Cancellations by Demonstrating the True Value of Your IoT and Analytics-Driven Models
Jay Byers is the Director of Operations for National Services for Schneider Electric. In his role he has responsibility for service execution and customer experience for Building Automation and Security Services in Schneider Electric’s branches and channel partners throughout the US. His career has been spent in both customer-facing, technology, and back-office leadership roles within the buildings services industry. He brings expertise in IoT and service technology platforms, customer service, and service delivery.
In his presentation, Jay will discuss his role in the execution and growth of EcoStruxure Building Advisor, a comprehensive service offer which utilizes IoT data analytics, digitally connected products, and Schneider Electric experts to deliver a real time service experience for customers.
The session will focus on the customer experience of digitally enabled services and improvements Schneider Electric has realized through formalized Customer Success Management. Key takeaways will include:
- Key performance indicators for proactively managing service success and mitigating risk of cancelation
- How to utilize customer success tools to baseline, identify, and establish best-in-class service (as well as net promoter detractors) within your customer portfolio
- Using customer success data, findings, and best practices to create a fact-based feedback loop with sales, product development, and marketing to refine and evolve your value proposition for your customers
Jay ByersDirector of Operations, National Services, Digital Energy U.S
12:20 pm - 12:40 pm Interview with Clean Energy Fuels: Key Lessons from Implementing a Touch-Free Maintenance Program
As service organizations continue to evolve to a “new normal” of ever-changing customer demands, employee needs, and industry developments, exciting opportunities for remote service innovation and differentiation are driving business productivity.
In this session, Bart Frabotta, Vice President of Operations and IT, Clean Energy Fuels, will discuss Clean Energy’s journey in implementing a touch-free maintenance program, and how it will enable real-time support anytime, anywhere. This session will cover:
- Overview of the Clean Energy touch-free service maintenance program
- The challenges the organization has faced
- Key benefits that both customers and the company will gain
- Advice for leaders thinking of embarking on similar initiatives
Bart FrabottaVice President of Operations and IT
Clean Energy Fuels
Martin BoggessVice President, Manufacturing & Field Service
Hitachi Solutions America
12:40 pm - 1:10 pm Exhibit Hall Meet & Greet
1:10 pm - 1:40 pm Panel Leveraging Predictive Analytics and Maintenance for Improved Customer Service
With the power of predictive field service, the impossible becomes possible and inefficiencies become the thing of the past. The industry has been transitioning from the reactive to proactive and, recently, predictive service model for several years now, and this panel explores real-life examples of predictive maintenance successes and lessons learned. Join our expert panelists for an overview of:
- First things first: Establishing the foundation for an effective predictive maintenance strategy
- Making sure you are getting the right data from your machines
- Pricing structure changes as a result of predictive maintenance
- Ensuring you have the right technology and processes to support your predictive maintenance strategy
Mohamad ZarringhalamSenior Vice President, Engineering Services and Customer Support
Nikon Precision Inc.
Tim SpencerSenior Vice President and General Manager, Service Operations
Prabhu ChandrasekharDirector of Data Analytics
Advance Auto Parts
1:40 pm - 2:00 pm Keynote - Help Lightning
2:00 pm - 2:20 pm Keynote Rising to the Occasion: Driving Radical, Positive Change at a Post-Pandemic Service Organization
Could the COVID-19 pandemic lead to positive change?
The field service industry has witnessed spikes in digital transformation and innovation shortly after the pandemic put the entire world on hold, and technological advances will undoubtedly continue to emerge from the depth of disaster. But what does it all mean for you, your team and organization?
Join Steve Meyers, regional field support manager at IDEXX Laboratories, Inc., a member of the S&P 500® Index and a $2.4B global leader in veterinary diagnostics, veterinary practice software and water microbiology testing, for this virtual MasterMind session that will arm you with knowledge on how to:
- Develop a change management strategy that will always keep your people at the center of your business
- Embrace new ways of working and engaging remote workforce in response to the pandemic
- Align solutions with current service needs, keeping your people and culture in mind
- Advocate for the adoption of digital technology and get a buy-in from your entire team
Steve MeyersRegional Field Support Leader, Diagnostics
2:20 pm - 2:50 pm Exhibit Hall Meet & Greet
Track A: Disruptive Technology Adoption2:50 pm - 3:00 pm Chairperson’s Opening Address
Track A: Disruptive Technology Adoption3:00 pm - 3:40 pm Panel Virtual Support: Shortlisting the Best Tools for Remote Connectivity and Improved Customer Assistance
Amos Schneller Former Vice President of Global Service and Technical Support Cantel Medical
Joe Lang Vice President of Service, Technology and Innovation Comfort Systems USA
Drey Taylor Director, Field Service Acuity Brands Lighting
Bill Kern Field Service Practice Director PowerObjects, an HCL Technologies Company
Markus Rimmele Former Managing Director US Service KOCH Packaging Systems, Inc, a member of the Uhlmann Group
This panel session explores best practices in virtual connectivity and remote customer assistance, and how you can integrate these capabilities in your service offering. Key takeaways include:
- Examining what other professional services firms are using for virtual customer support
- What are the benefits vs. detriments of different tools?
- How to determine the rare occasion when support staff is needed in person vs. virtual
- How to manage security and other industry-specific customer restrictions while still supporting your customers
Amos SchnellerFormer Vice President of Global Service and Technical Support
Joe LangVice President of Service, Technology and Innovation
Comfort Systems USA
Drey TaylorDirector, Field Service
Acuity Brands Lighting
Bill KernField Service Practice Director
PowerObjects, an HCL Technologies Company
Markus RimmeleFormer Managing Director US Service
KOCH Packaging Systems, Inc, a member of the Uhlmann Group
Track A: Disruptive Technology Adoption3:40 pm - 4:00 pm Sponsored Case Study
Track A: Disruptive Technology Adoption4:00 pm - 4:20 pm Case Study: Leveraging Machine Learning and AI to Fuel Field Service Innovation
Anurag Bhatnagar is a senior technologist with 25 years of experience in architecture, development and deployment of enterprise grade mission critical systems serving millions of customers. In his current role at Hughes Network Systems, a leading broadband and managed service provider worldwide, he is responsible for the development of Field Services Systems, leads CoE on Mobile Apps (B2B, B2C) and Emerging Digital technologies (RPA, AI/ML, BPM, Mobility). He has multiple decade experience in the domain of OSS/BSS in Service Provider segment and has been in fore front of evangelizing and implementing new technologies to bring in digital transformation. He has multiple pending patent applications in these domains.
Anurag BhatnagarSenior Director
Hughes Network Systems
Track B: Change Management & Continuous Improvement2:50 pm - 3:00 pm Chairperson’s Opening Address
Track B: Change Management & Continuous Improvement3:00 pm - 3:40 pm Fireside Chat Technician Recruitment And Retention Strategies
Alongside with the digital transformation gaining its pace, service organizations across all industries are facing the increasing challenge of high competition and constant talent shortages that jeopardize the ability to meet customer expectations. So what are the do’s and don’ts of talent recruitment in today’s digital age, and what can you do beyond the onboarding phase to keep your new hires employed, engaged and happy to be a part of your team? Our expert panelists will discuss:
- The evolving nature of the Field Service Engineer role – what skills can be brought to the table as a whole?
- What are the best approaches to talent base diversification?
- How can you develop effective onboarding, engagement programs, and career paths to retain your skilled technicians?
- What are some of the key technologies and tools that can help you boost employee engagement and satisfaction?
- Retiring workforce and transferring their knowledge to the future generation of technicians
Bill PollockPresident & Principal Consulting Analyst
Strategies For Growth
Karin HamelVice President, Services – U.S. Digital Buildings
Mark HessingerVP, Global Customer Service
3D Systems Corporation
Track B: Change Management & Continuous Improvement3:40 pm - 4:00 pm Sponsored Case Study
Track B: Change Management & Continuous Improvement4:00 pm - 4:20 pm Case Study : Rethinking Field Service Fundamentals to Drive Business Continuity in times of COVID-19
Over 20 years ago, Markus Rimmele set on a field service path as a Service Technician at OPTOTEX GmbH, Germany and has since climbed the career ladder to become a recognized service leader and a lifecycle management advocate with a solid background in global operations, engineering, manufacturing, and automation. In his most current role as the Managing Director of US Service at Koch Packaging, Markus spearheaded the machinery manufacturer’s service and support organization and set the vision and direction for the future through the prioritization of customer needs and ongoing technological upgrades.
Markus’s presentation breaks down the main factors behind his achievements as the field service leader in automotive, medical, solar energy, machine tooling, and material handling industries and offers a comprehensive overview of the fundamental steps that service organizations need to take in order to drive business continuity in response to the COVID-19 pandemic. Key takeaways include:
- Field service success factors that apply to all industries, regardless of your product line
- Setting clear-cut goals for service teams in the face of the pandemic
- Integrating the voice of the customer in your service strategy
- Complementing your service monetization effort with evolving technology
Markus RimmeleFormer Managing Director US Service
KOCH Packaging Systems, Inc, a member of the Uhlmann Group