April 27th, 2021


10:30 am - 11:00 am Exhibit Hall Meet & Greet

11:00 am - 11:10 am Welcome Remarks - Jonathan Massoud, Divisional Director, WBR

11:10 am - 11:25 am Chairperson’s Opening Remarks

11:25 am - 11:45 am Keynote - Service Must Go On: Getting Back To “Normal”

Key takeaways include:

  • Analyzing which customer accounts would receive relief from the Coronavirus Stimulus Package and its impact on their business during and after the pandemic  
  • Evaluating the existing infrastructure and identifying areas for improvement, ensuring service delivery to critical accounts
  • Pivoting the growth plan and identifying new revenue generation streams throughout the healthcare crisis management period 
  • Leveraging automation of processes, systems and tools to minimize costs and maximize service delivery in response to the pandemic
  • Deploying lean and agile operating model to gain cost efficiencies

11:45 am - 12:25 pm Panel - Lessons Learned From Technology Adoption During The Pandemic

Join our expert panelists for an in-depth overview of how the pandemic has impacted their service operations and strategy for the near future. Main takeaways include:

  • How are organizations monetizing their technology investments and ROI on technology investments?
  • Adoption curve – managing and onboarding staff and glitches
  • What technology works with other technology – i.e. AI with Augmented Reality and self -service options, etc.

12:25 pm - 12:45 pm Solution Provider - Keynote Benchmarking The Latest Field Service KPIs: How Does Your Workforce Measure Up?

12:45 pm - 1:15 pm Exhibit Hall Meet & Greet

1:15 pm - 1:20 pm Reconvening for small group workshops

1:20 pm - 2:00 pm Workshop - *RSVP required* - Moving Past Pandemic-Related Challenges To Meet Increased Customer Demand

1:20 pm - 2:00 pm Workshop - *RSVP required* - Improving Revenue Generation Through Service Contract Negotiations, Design, And Delivery

2:00 pm - 2:05 pm Reconvening for small group workshops

2:05 pm - 2:45 pm Workshop *RSVP required* - Leveraging IoT And Big Data For Preemptive Service And Business Models Built On Selling Customer Business Outcomes

2:05 pm - 2:45 pm Workshop *RSVP required
* - Transitioning Legacy Training Methods To Remote To Adapt To New Working Environments

2:45 pm - 3:15 pm Exhibit Hall Meet & Greet

3:15 pm - 3:20 pm Reconvening for small group workshops

3:20 pm - 4:00 pm Workshop *RSVP required - Packaging Service Products For A Better Recurring Revenue Stream

3:20 pm - 4:00 pm Workshop *RSVP required - 
Addressing Employee Mental Health & Other Staffing Issues During The Pandemic

4:00 pm - 4:05 pm Reconvening for small group workshops

4:05 pm - 4:45 pm Workshop *RSVP required - Winning at Service on Tight Budgets and with Limited Resources

4:05 pm - 4:45 pm Workshop *RSVP required
* - Growing Your Service Business Through Channel Partner Acquisition And Third Party Service

4:45 pm - 5:30 pm VIP Virtual Brewery Tour and Beer Tasting *By invite only, RSVP required

4:45 pm - 5:30 pm “Casino Royale” Virtual Happy Hour

We are embracing the idea of graceful networking in times of social distancing. Bring your favorite cocktail and explore opportunities to expand your professional network, ignite collaboration and grow your business, and while there roll the dice!  

Our Sponsors: