September 29 - October 02, 2020
JW Marriott Palm Desert Resort & Spa, CA
Customer Advocacy: Putting Customers at the Heart of Your Business
Thursday, October 1, 2020
7:00 am - 7:55 am Breakfast In The Expo Hall
8:00 am - 8:15 am Chairperson’s Opening Address
8:15 am - 8:35 am Keynote The Merge of Customer Experience and Digital Technologies in Field Service
Richard PlaneChief Technology Officer – Customer Experience
Cisco Systems Inc.
8:35 am - 9:15 am Panel: Revenue Growth Opportunities: Finding Untapped Goldmines in Aftermarket Services
Doing more with less is the new norm for the field service industry, but with the transition to the latest technology and outcomes-based service models the possibilities to evolve as a service business and deliver better customer experience are endless.
Our expert speakers from ABB, a Fortune Global 500 pioneer in robotics, power, heavy electrical equipment, and automation, DISH Network, one of the biggest U.S. direct-broadcast satellite television providers, and Samsung, a global manufacturer of consumer electronics, will benchmark their service strategies, recent successes and lessons learned and will weigh in opportunities the future holds for their respective businesses and service-reliant industries overall:
-Moving to the outcomes-based service, and why it is a win-win for all industry stakeholders
-Shifting from the cost-center perception and demonstrating the true value of service
-Investing in your customer success to maximize your service revenue in the long run
-Tech investments that help you upgrade your processes and infrastructure to deliver better quality service to the customer
David TrollVice President, Smart Home Services
DISH Network/OnTech Smart Services
Chris KimVice President, Customer Care
Samsung Electronics America, Inc.
9:15 am - 9:35 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. 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.
9:35 am - 10:20 am Smooth Operator Refreshment In The Expo
9:35 am - 10:20 am 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 @ 9:45-9:55
- Atheer, Inc
Theatre #2 @ 10:00-10:10
10:20 am - 11:00 am Panel: Leveraging Predictive Analytics and Maintenance for Improved Customer Service
Mohamad Zarringhalam Senior Vice President, Engineering Services and Customer Support Nikon Precision Inc.
Craig Bruns Vice President, Customer Support Crown Equipment Corporation
Darrell Smithson Vice President, Global Services Compac
Scott Allison Chief Customer Officer - Service Logistics DHL Supply Chain
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.
Craig BrunsVice President, Customer Support
Crown Equipment Corporation
Darrell SmithsonVice President, Global Services
11:00 am - 11:20 am Solving the Service Skills Gap with AI
RATIONAL, a leading manufacturer of commercial kitchen appliances, considers customer experience its primary business driver. But its distributed service team often lacked the product knowledge to deliver exceptional customer service. This session explores how Sidney Lara, VP of Service NA at RATIONAL, turned to artificial intelligence to empower the entire service team with the tribal knowledge of experts. As a result, the RATIONAL team closed the skills gap across the service organization and saw its service performance stats soar.
Sidney LaraVice President of Service NA
11:20 am - 11:40 am Keynote: Digital Transformation of Service Business through IoT and Advanced Analytics
With the evolution of customers’ needs and digitalization taking over the world, service organizations are actively rethinking their business models. Bell and Howell, a U.S.-based services organization and former manufacturer of motion picture machinery, is not an exception. In order to keep up with its customers’ changing demands and provide optimal cost-effective service, the company’s leadership introduced several digital transformation initiatives. Deployment of IoT platform, data technologies, and advanced analytics enabled Bell and Howell to connect company’s assets for real time remote monitoring, remote repair, automated data aggregation and analysis, and leverage smart data for predictive and prescriptive maintenance.
Haroon Abbu spearheaded Bell and Howell’s IoT platform and data technology selection and implementation along with company’s digital transformation initiatives, and he is joining us to share lessons learned and mistakes to avoid, as well as some of the accomplishments and benefits the services organization was able to deliver to its customers. Session key takeaways include:
- Success factors in evaluating your legacy infrastructure and selecting technology that can scale quickly
- Overcoming legacy culture and fostering transformation through data and innovation
- Realizing the ROI of new technology investments
- Seizing the value of the data you are collecting for improved business decision-making and service
Haroon AbbuVice President, Analytics Practice and Data Services Business
Bell and Howell
11:40 am - 12:10 pm Coffee and Connecting Networking Break In The Expo Hall
11:40 am - 12:10 pm Meetups
12:10 pm - 12:30 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 GilletteVice President, Customer Support
Stulz ATS Inc.
12:50 pm - 1:30 pm Panel: The Crucial Role of Field Service: Helping Customers Connect with Your Brand
Subba Krishnan Senior Director of Field Delivery N.A. HP
Will Finkelstein Chief Operating Officer NüMilk Fresh
Robert Hooper Utah Business Development Manager ETC Group, LLC
Benjamin Flammang VP Enterprise Sales Bringg
Pete Wayne Chief Information Officer Oscar W. Larson
Scott Allison Chief Customer Officer - Service Logistics DHL Supply Chain
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 KrishnanSenior Director of Field Delivery N.A.
Will FinkelsteinChief Operating Officer
Robert HooperUtah Business Development Manager
ETC Group, LLC
Benjamin FlammangVP Enterprise Sales
Pete WayneChief Information Officer
Oscar W. Larson
1:30 pm - 2:30 pm Lunch
1:30 pm - 2:30 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: Disruptive Technology Adoption2:30 pm - 2:40 pm Chairperson’s Opening Address
Track B: Service Levels Optimization and Continuous Improvement2:30 pm - 2:40 pm Chairperson’s Opening Address
Track C: Talent and Change Management2:30 pm - 2:40 pm Chairperson’s Opening Address
2:40 pm - 3:00 pm Case Study: 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 cancellation
-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
2:40 pm - 3:00 pm Case Study: Room for Growth: Achieving the Goal of Reduced Operating Costs and Accelerated Customer Response Rates through Organizational Improvements
Mario Asiain-Diaz has over 20 years of experience in telecommunications services. Following a recent reorganization at Ericsson, where he was in charge of global services strategy development and implementation, he was selected by the COO to lead MediaKind’s customer operations in Canada, US and Latin America.
In his presentation, Mario will discuss his new role and how he conceptualized and secured executive approval to establish the customer operations function across four distinct regions in Latin America. He will walk us through the process that helped him achieve a 35% reduction in operating costs and improvements in project delivery and customer response rates. Key takeaways include:
-Analyzing your existing operational and field service ecosystem to identify room for improvement and business growth
-Turning around unprofitable project delivery to achieve increased project profit margins
-Continuously delivering YOY profitability growth and customer satisfaction
Mario Asiain-DiazVice President, Customer Operations
2:40 pm - 3:00 pm It’s About People: The Impact of an Imminent Technicians Shortage on Your Service Strategy
The dilemma of finding the right talent in a highly competitive marketplace has intensified over the last few years in view of consistent shrinkage of FSE talent pool and increasing demand for service and support across multiple market verticals. In order to solve this problem, many service organizations are resorting to high tech in order to automate their service and prevent equipment failures, but at the end of the day your talent is the face of your company and a true representation of your brand.
Is your service strategy directly impacted by the ever-increasing talent shortage? If so, make sure to join Ashley Turner for an overview of:
-Vital factors contributing to the field service technician shortage
-Recommendations on evaluating potential solutions to the shrinking field service workforce pool and developing a future-proof talent management strategy
-Increasing engagement and interest in field service career opportunities at your company
-Complementing your ongoing talent recruitment, engagement and retention programs with innovative technology to deliver improved service levels
Ashley TurnerVice President – Branch Operations
Hussmann Services Corporation
2:30 pm - 2:50 pm Redefining the Future of Digital Field Service and the Connected Workforce
John RanalliOracle Corporation Senior Product Manager
3:00 pm - 3:10 pm Demo Spotlight
3:10 pm - 3:20 pm Demo Spotlight
3:20 pm - 4:00 pm Panel: Virtual Support: Shortlisting the Best Tools for Remote Connectivity and Improved Customer Assistance
Amos Schneller 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
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 SchnellerVice 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
3:20 pm - 4:00 pm Panel: Best Practices in 3rd Party Service, Freelance and Contractor Management
Our expert panelists discuss balancing service delivery though third-party and in-house field service technicians, the pros and cons of each approach, as well as performance KPIs, compliance requirements and factors that may influence customer experience and brand perception. Join this panel for practical recommendations on:
- Managing costs and optimizing your service delivery model by finding balance between third-party and in-house workforce
- KPIs: How do metrics differ from in-house to 3rd party technicians?
- Exploring freelance management solutions to keep it all straight
- Ensuring a proper representation of your brand when using 3rd parties
Jamie BeckVice President, Field Operations
Thomas GuinanBoard Member
Essintial Enterprise Solutions
3:20 pm - 4:00 pm Panel: 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
Bob NelsonVice President, Service Management
Ray Lindsey Company
Christopher ElmoreSenior Director of Talent Acquisition & Leadership Development
Larry BluePresident and Chief Executive Officer
Bell and Howell
4:00 pm - 4:10 pm Demo Spotlight
4:00 pm - 4:10 pm Demo Spotlight
4:00 pm - 4:10 pm Demo Spotlight
4:10 pm - 4:30 pm Case Study: Transforming From Reactive To Proactive Service
Jeremy Goebel is the Aftermarket Enablement Solutions Manager for John Deere. In this position he is responsible leading the development and deployment of proactive service solutions that leverage data and analytics. He has been with John Deere for 21 years and has held numerous positions within Customer and Product Support.
In this case study, Jeremy will share how John Deere Connected Support™ has been deployed to create customer loyalty:
- Transformative systems and solutions that enable proactive service
- Ensuring you have the capabilities for predictive monitoring
- Deploying solutions through a dealer channel for success
Jeremy GoebelManager, Aftermarket Enablement Solutions
4:10 pm - 4:30 pm Networking Meetup: Leveraging Tools You Already Have to Drive Transformation
Join this meetup to benchmark best practices in uncovering the gaps in digital transformation and driving change management in a way that works for YOUR organization. Key takeaways include:
-Fundamental steps in the digital transformation hierarchy that will help you truly transform your organization
-The whys and the how’s of establishing digital trust with your customers
-Realistic outcomes forecasting – what should they be?
-Best practices in shifting worker behavior and driving change forward
-Leveraging investments you already have and securing your digital advantage ahead of looming financial markets calamity
Patrick DellFVP, Service Operations, Americas Field Service
Varian Medical Systems
4:10 pm - 4:30 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 StigerVice President of Gas Solutions
4:30 pm - 5:20 pm Prosecco O’Clock Refreshment & Networking Break In The Expo Hall
4:30 pm - 5:20 pm Meetups
5:20 pm - 5:30 pm Demo Spotlight
5:30 pm - 6:30 pm Beer-Tasting Toolbox Talks
Rob Brewster CEO GoFormz
David Rabe Senior Director, Head of Field Service Automation and MegaLabs Siemens Healthineers
Matt Rust Head of Service Data Analytics and Reporting Mettler-Toledo
Brian Zenz Area Operations Director SBA Communications
Michael Ahrens Senior Director, Field Service Operations Pure Storage
Nithin Skaria Manager, Field Operations Acuity Brands Lighting, Inc
Aaron Chiang Vice President and General Manager - Global Field Service Cohu, Inc.
Bill Pollock President & Principal Consulting Analyst Strategies For Growth
Ravi Advani Director – Field Services Solutions, Digital Workplace Services Unisys
Diana Bricknell Director, Electric Transmission Operations Pacific Gas & Electric Company
Andy Wight Director, Service Product Portfolio AB SCIEX
Steven Dingler Director, Customer Operations Georgia Power
Choose 2, 30 minutes each.
1. Bringing Your Customers into Your Support Organization
2. Moving from the Dispatched to the Dedicated Onsite Support Model
- David Rabe, Senior Director, Head of Field Service Automation and MegaLabs, Siemens Healthineers
3. Achieving Accuracy in Reporting for Data-Driven Decision Making
- Matt Rust, Head of Service Data Analytics and Reporting, Mettler-Toledo
4. Leaving Legacy Operations Behind and Navigating through Change
- Brian Zenz, Area Operations Director, SBA Communications
5. Optimizing Knowledge Management for Field Service Teams
- Michael Ahrens, Senior Director, Field Service Operations, Pure Storage
6. Adding Value to Service Contracts to Extend Customer Relationship
- Nithin Skaria, Manager, Field Operations, Acuity Brands Lighting, Inc.
7. The Financial Side of Service: Profit, Breakeven, When to Reinvest
- Aaron Chiang, Vice President and General Manager - Global Field Service, Cohu, Inc.
8. Achieving the Goal of Customer-Centric Field Service
- Bill Pollock, President and Principal Consulting Analyst, Strategies for Growth
9. Applying Augmented Reality (AR) in Field Services
- Ravi Advani, Director – Field Services Solutions, Digital Workplace Services Unisys
10. Mobile Enablement and Automation in the Energy/Utilities Field Service
- Diana Bricknell, Director, Electric Transmission Operations, Pacific Gas & Electric Company
- Steven Dingler, Director, Customer Operations, Georgia Power Company
11. Capitalizing on Outcomes-Based Solutions
- Andy Wight, Director, Service Product Portfolio, AB SCIEX
David RabeSenior Director, Head of Field Service Automation and MegaLabs
Matt RustHead of Service Data Analytics and Reporting
Brian ZenzArea Operations Director
Michael AhrensSenior Director, Field Service Operations
Nithin SkariaManager, Field Operations
Acuity Brands Lighting, Inc
Aaron ChiangVice President and General Manager - Global Field Service
Bill PollockPresident & Principal Consulting Analyst
Strategies For Growth
Ravi AdvaniDirector – Field Services Solutions, Digital Workplace Services
Diana BricknellDirector, Electric Transmission Operations
Pacific Gas & Electric Company
Andy WightDirector, Service Product Portfolio
Steven DinglerDirector, Customer Operations
5:30 pm - 6:30 pm 20 Years Of Service Club Wine Tasting – Limited Seats Available
A luxe celebration of YOU! Following the tradition established in 2015, service executives with over 20 years’ experience come together for an exceptional tasting of premium wine. Limited seats available. Sign up at the Registration Desk on a first come, first served basis.