TUE, May 7: Tech and Service Innovation

Step into the future as we explore this burgeoning sector that is reshaping the way companies deliver service. This session promises to unravel the latest trends, technological innovations, and transformative tools that are fueling the growth of self-diagnosis and self-service capabilities across industries. 

Discover how this paradigm shift is empowering customers to take control of their own service needs. 

Key topical areas of discussion: 

• Delve into the ways in which self-diagnosis tools are democratizing useful data and information. 
• Uncover the cutting-edge technologies that underpin self-service platforms and diagnostic tools.  
• Learn how businesses are adapting to meet the growing demand for self-diagnosis and self-service, providing convenience and autonomy to their customers. 

Ken Marsh

Manager, National Service
Marmon Foodservice

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Jason Kim

Senior Director of Field Service
Cutera

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Emrah Ercan

General Manager, Lifecycle Support Services
Honeywell

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David Bishop

Managing Partner
Twin Bishop Strategies

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We will discuss:

• ·Current challenges today facing many services organizations and how AR Digital Work Instructions can help solve them. 
• Meeting new customer expectations when it comes to service and support,
•  What global services organizations such as Xerox is doing to develop training and digital work instructions for their field services teams using CareAR Experience Builder

Sponsored by: CareAR, a Xerox Company

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Craig Nelson

Senior Director Professional Services
CareAR

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Mark Oakley

Global Learning Innovation & Remote Lead
CareAR

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In a world where technology evolves at breakneck speed, how can we harness the power of IoT to revolutionize customer success in field service? Join me for an inspiring journey as we explore the synergy of historical data, telemetry, maintenance, and AI-driven predictive analytics. Discover how these tools can evaluate equipment health, predict potential failures, and elevate customer success to new heights.

Key Takeaways:

• Data-Driven Insights: Learn how historical data and telemetry can be the bedrock of predictive maintenance, enabling us to detect issues before they disrupt operations.
• Bridging the Gap: Uncover strategies to seamlessly integrate passive and active IoT solutions with current equipment, bridging the divide between today's landscape and a fully connected future.
• Generative AI: Explore the transformative potential of generative AI in enhancing customer experiences and empowering service teams to excel.

Amir Pasdar

Senior IoT Product Manager
Henny Penny

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Unlock the keys to targeted success by tailoring your sales approach and service delivery by segmenting your customer base more keenly. This can have a profound impact on resource optimization and partnership account relations, from the fundamentals to advanced methodologies. 

Key takeaways include:

• Learn how businesses can identify and prioritize high-value customer segments, ensuring that resources, both human and financial, are allocated efficiently to areas where they yield maximum impact. 
• Understand the role of customer segmentation in cultivating stronger and more meaningful client partnerships and foster more collaborative relationships and outcomes. 
• Explore communication and engagement strategies tailored to different customer segments, all of which can enhance customer engagement and satisfaction. 

Elisha Bailez

Program Management and Retail Services Director
Hussmann

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Keith Muller

VP Product Management, Water Solutions and Services
Xylem

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Anthony Billups

former VP of Sales/Market Development
Comfort Systems USA

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Join us for an engaging exploration of proactive parts and service strategies that drive margin growth and customer satisfaction. In this session, we'll delve into a compelling case study that showcases innovative approaches to parts pricing, management and service delivery.

Discover firsthand how forward-thinking organizations have transformed their parts and service business to be proactive instead of reactive; staying ahead of the curve and exceeding customer expectations. 

Key Takeaways: 

•  Learn actionable insights into implementing proactive parts management systems that streamline pricing processes and operations.
• Gain valuable insights into leveraging pricing as a strategic tool to drive revenue growth and market share expansion
• Explore real-world examples of successful proactive parts and service initiatives and understand their impact on overall business performance.

Sponsored by: Markt Pilot

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Tim Geyer

Managing Director North America
Markt-Pilot

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Explore real-world applications, success stories, and lessons learned from failure that showcase how Machine Learning was applied to field service management. Come hear how Clima-Tech is leveraging ML algorithms to enhance workforce efficiency, and elevate overall customer satisfaction.

Ramez will cover the following important highlights:

• Insights into reactive maintenance scheduling, dynamic workforce allocation, and automated dispatch strategies that reduce response times and increase service reliability.
• Lessons learned in developing and implementing ML applications within a small organization.

Ramez Naguib

President & CEO
Clima-Tech Refrigeration and HVAC

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The safety and the well-being of service technicians and engineers is critical to the success of any service organization. However, many companies overlook the connection between personal health and on-site worker safety. This session will explore the importance of physical and mental health in improving operational safety and reducing on-the-job accidents. 

Attendees also will learn about new and simple processes, programs and technology tools to support field service technician health and safety compliance.

You will also gain insights into how a focus on safety can improve operations, reduce costs associated with accidents and injuries, and enhance overall job performance.

Ron Blaize

National Director of Field Operations
Flock Safety

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Franklin Maxson

Vice President Services NAM
Socomec

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Kristen Scutella

Regional Vice President of Service
Comfort Systems USA

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Michael Blumberg

President
Blumberg Advisory Group Inc.

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Fleet fuel fraud is a quiet epidemic that is probably affecting your operations more than you think. Fuel is 30-60% of your total operating costs. And 5% of your fuel spend may actually be fraudulent.

Fraudsters—sometimes your own employees—are filling up their pockets and their tanks. So how can you get visibility into what’s going on, stop fraud, and fuel profits? In this session, you’ll learn how to spot the problem in a sea of transactions and tell fraudsters to hit the road.

Sponsored by: Motive

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Caroline Barragan

Head of Spend Management Strategy
Motive

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Join us for a riveting case study presentation that delves into the innovative utilization of robotics and drones to triage and support high-risk field service assignments. 

Discover how this forward-thinking organization is reshaping the landscape of dangerous field service jobs through the seamless integration of human skills and robotic assistance.  

Discussion areas will include: 

• Groundbreaking robotic technologies -- equipped with sensors, cameras, and AI algorithms to rapidly analyze complex scenarios – are designed to assess and triage hazardous situations in real-time and providing critical information to human operators for informed decision-making. 
• How unmanned aerial vehicles equipped with advanced imaging and sensing capabilities are revolutionizing field service by providing accurate visual data in inaccessible or perilous locations, reducing human exposure to potential risks.

Dan Kelly

Director, Field Service
Hunter Douglas

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Call centers play a critical role in managing customer inquiries and service requests. However, call center agents often lack the technical expertise needed to troubleshoot complex issues. This session will explore how intelligent field service triage can help call centers troubleshoot faster and more accurately by leveraging the expertise of the most experienced technicians. 

Learn about the latest technologies and tools that enable intelligent field service triage, including remote diagnostics and augmented reality. They will also gain insights into how to build effective communication channels between call center agents and field technicians, and how to leverage data analytics to identify patterns and improve service outcomes. 

Shawn LaRocco

Vice President & Global Head - Customer Solutions Business Unit
Olympus

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MTS, a leading provider of testing equipment, faced operational inefficiencies due to disparate systems. They sought a unified platform and a solution partner that could customize and evolve with their needs while consolidating operations and improving efficiency. With a new FSM platform, MTS achieved higher first-time fix rates and improved capacity planning, enhancing their ability to deliver superior field service to their client base.

Sponsored by: Zinier

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Becky Kramer

Global Business System Architect Manager
MTS Systems

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Embark on a global exploration of innovation and prepare to be inspired as we transcend borders to showcase a kaleidoscope of successful strategies and groundbreaking ideas and how they can be adapted and applied to your own service organization. 

Join us as we foster a collaborative environment where attendees can engage in a rich exchange of ideas, forging connections that transcend geographical boundaries. Explore case studies that highlight the power of cross-cultural collaboration, illustrating how adopting successful practices from other countries can spark transformative change within your own community or organization. 

This session is your passport to a world of innovation, where the best practices from abroad become the seeds of transformation in your own organizations. 

Len VanderHulst

Senior VP Global Service
Eppendorf North America

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Ryan Moosman

Global Head of Technical Services
Sodexo

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David Bishop

Managing Partner
Twin Bishop Strategies

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Conrad Bishop

Managing Partner
Twin Bishop Strategies

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With the ever-increasing strategic importance of Service, evolution from cost center to business, and inflationary labor and material cost pressures, Service businesses are actively seeking strategic transformation. In this case study, we will discuss how you can reimagine Technical Services through a connected and intelligent operating model - unlocking value across your Technical Services functions via a transformation-led approach leveraging data, digital & analytics, operating model and process transformation levers – and to leverage this value to self-fund your transformation initiatives. 

Common Technical Services transformation initiatives driven include:

• GenAI Next Best Action solution provides GenAI driven guided assistance to Technical Support agents for faster and more accurate issue identification and resolution.
• Process improvements leveraging technology for 10-15% improvements in Remote Resolution and Dispatch Avoidance.
• Process improvements and analytics improving Spare Parts forecast accuracy by 10-15%.
• Service Dispatch process and systems implementation improving dispatch productivity by 25% and Field Service Engineer productivity by 15%.
• Service data quality clean-up, reporting and analytics to enable better understanding and management of complex global businesses.
• Connected service implementation and remote monitoring of complex devices and systems leading to increased uptime, customer satisfaction and Service revenue.
• Digital operating model implementation driving operating cost reductions of 20-30%.

Join the discussion to understand how you can accelerate your Service Transformation journey!

Unlock unparalleled efficiency and success for your team with Stratix and SOTI. Experience the transformative power of real-time data visualization tools and AI, ensuring your field and operations teams reach their peak performance. Stay ahead of the curve and empower them to new heights with seamless integration, actionable insights, and the competitive advantage that comes from harnessing the latest in technology. Embrace innovation and achieve excellence effortlessly – it's time to revolutionize the way your team operates. 

Sponsored by: Stratix

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Shash Anand

SVP, Product Strategy
SOTI

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In the age of information overload, deciphering complex datasets is a crucial skill that propels service organizations toward success. 

Join us as we explore the dynamic realm of interactive data visualization, where raw data evolves into actionable insights right before your eyes. This session promises an immersive experience, unveiling cutting-edge techniques that seamlessly connect the dots between the field and other departments. From the trenches of data collection to the strategic heights of executive decision-making, witness the power of visually compelling narratives that transcend the boundaries of traditional analytics. 

Our expert speakers will guide you through: 

•  Real-world case studies, revealing how interactive visualizations empower teams to make informed decisions with clarity and confidence.  
• Uncover the secrets behind crafting visually stunning dashboards that speak the language of field technicians and management alike. 
• Learn how to transform intricate datasets into compelling stories that drive meaningful discussions and decisions. 

Sponsored by: XOi

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Stephen Demanovich

VP Service Operations
Albireo Energy

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Brett Nelson

Customer Experience Senior Manager
ABB

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David Douglas

Vice President Service Management
Scientific Games

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Aaron Salow

Founder & CEO
XOi Technologies

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Anthony Billups

former VP of Sales/Market Development
Comfort Systems USA

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In this thought-provoking session, Lenny will share Gojo’s experience strategy, and successful initiative in establishing a comprehensive mental health framework tailored specifically for front-line field service professionals. 

He will highlight the distinctive challenges front-line service employees face and how it affects their mental well-being. Gain a deeper understanding of the specific stressors associated with the nature of 24/7 field service work. Understand the key components of effective programs, including awareness campaigns, access to mental health resources, and destigmatizing mental health conversations. 

Lenny will delve into the importance of timely mental health support and showcase the implementation of proactive measures, such as mental health training, counseling services, and crisis intervention strategies, to ensure employees receive the support they need when they need it. 

Join us as we navigate the journey of creating a healthier, more resilient, and compassionate work environment for those on the front lines of service. 

Lenny Cumberledge

Field Service Director
GOJO Industries

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Join us for an insightful track presentation as we explore the dynamic landscape of service networks and their pivotal role in driving business growth and success. Partnering with Gatekeeper, a leader in retail solutions, we explore strategies for optimizing service delivery and accelerating growth. Learn how Gatekeeper's innovative loss prevention and cart availability solutions, supported by a nationwide network of expert technicians and service providers, ensure exceptional customer service and operational efficiency. Join us to uncover actionable insights for scaling operations, maximizing resource utilization, and achieving remarkable success through the power of service networks.

Key Takeaways:

• Insights into leveraging service networks for business growth
• Strategies for ensuring consistent service delivery across third-party servicers
• Best practices for managing and scaling service networks effectively
• Actionable tips for maximizing the potential of service networks for success

Sponsored by: Atheer

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Bruce Breeden

VP Global Service Operations
Gatekeeper Systems

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Gaurav Mehra

CEO
Atheer

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Field technicians are the backbone of service organizations, working tirelessly to ensure high levels of customer satisfaction. The around-the-clock demands of the job, however, can often lead to burnout and have a negative impact on employee morale and, ultimately, the customer experience. This session will explore proven ways to develop a more nurturing culture that supports work/life balance as the line between business and personal continues to blur.

Learn to recognize early symptoms of burnout, as well as best practices to promote work/life balance. Gain insights into how to create a more supportive work environment, including clearly defining the “workday,” flexible scheduling, employee recognition programs and mental and physical health resources. Additionally, discover how to leverage technology to streamline workflows and reduce the burden on field technicians.

Thomas Shanks

Director of Operations
TK Elevator

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Jason Spears

Chief People Officer
Sam Service

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Mike Lamb

Director of Parts and Service Sales
Acme Manufacturing

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Chantel King

Managing Partner
Woola

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Michael Blumberg

President
Blumberg Advisory Group Inc.

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