April 28th, 2021


EXPLORING LESSONS LEARNED FROM TECHNOLOGY ADOPTION DURING THE PANDEMIC: GETTING BACK TO “NORMAL”


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

10:00 am - 10:40 am Field Service’s 20 Years of Service VIP Networking Session – Limited Occupancy *RSVP required

10:40 am - 10:45 am Welcome Remarks - Jonathan Massoud, Divisional Director, WBR

10:45 am - 11:00 am Chairperson’s Opening Remarks

11:00 am - 11:25 am Fireside Chat - 
Enabling Service Resiliency with Augmented Reality Remote Assistance

11:25 am - 11:50 am Keynote
 - The Merge of Customer Experience and Digital Technologies in Field Service

11:50 am - 12:10 pm Solution Provider Keynote
 - Application And Device Security: What Is The Best Solution And How Is Your Security Team Changing Your Field Tech’s User Experience

12:10 pm - 12:45 pm Exhibit Hall Meet & Greet

12:45 pm - 1:30 pm Panel 
- Taking Out Overhead Cost Through Automation

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

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

1:45 pm - 2:30 pm Technology Innovation & Investment Meetups (Roundtable discussions - choose one)

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


  1. Lifting Service Workforce Performance with AI 


  1. Workflow Modernization with AR & IT Optimization using Dell Rugged Devices


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


  1. Field Service Management Systems and Scheduling Engines


  1. Parts Logistics and Forward Stocking Locations


  1. Augmenting Service Results with Remote Support


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

Track A: Customer Success & Data-Driven Field Service

3:00 pm - 3:10 pm Innovation Spotlight:

Track A: Customer Success & Data-Driven Field Service

3:10 pm - 3:30 pm Case Study The Next-Generation Of Knowledge-Based Self Service And Support

Track A: Customer Success & Data-Driven Field Service

3:30 pm - 3:50 pm Solution Provider Case Study
 - Leveraging Predictive Analytics and Maintenance for Improved Customer Service

Track A: Customer Success & Data-Driven Field Service

3:50 pm - 4:30 pm Panel - 
Getting Data from Legacy Products and Systems to Effectively Crunch the Numbers for Predictive Service

Track B: Technology Innovation & Adoption

3:00 pm - 3:10 pm Innovation Spotlight:

Track B: Technology Innovation & Adoption

3:10 pm - 3:30 pm Case Study - 
Getting Out Of Pilot Purgatory: A Practical Approach To The Deployment Of Industrial IoT

Track B: Technology Innovation & Adoption

3:30 pm - 3:50 pm Solution Provider Case Study 
- Opportunities in Disruption with Smart, Connected Products

Track B: Technology Innovation & Adoption

3:50 pm - 4:30 pm Panel - Key Technologies Field Service Organizations Should Be Investing In Today to Ensure Business Continuity and Growth in a Post-Pandemic Economy

Track C: Network and Logistics Management

3:00 pm - 3:10 pm Innovation Spotlight:

Track C: Network and Logistics Management

3:10 pm - 3:30 pm Case Study - Connecting The Customer Experience From First Contact To The Last Mile

Track C: Network and Logistics Management

3:30 pm - 3:50 pm Solution Provider Case Study
 - Launching A New Reverse Logistics Operation To Drive Considerable Improvement And Efficiency In Parts Supply

Track C: Network and Logistics Management

3:50 pm - 4:30 pm Panel
 - Overcoming Spare Parts Supply and Management Issues to Achieve First Time Fix

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

5:00 pm - 5:45 pm Virtual Roundtable Discussions – choose one


  1. Moving from the Dispatched to the Dedicated Onsite Support Model
  2. Optimizing Knowledge Management for Field Service Teams
  3. Adding Value to Service Contracts to Extend Customer Relationship
  4. Achieving the Goal of Customer-Centric Field Service 
  5. Using Dashboards to Manage Your Technicians’ Performance and Quality
  6. Applying Augmented Reality (AR) in Field Services
  7. Determining Mutually Beneficial Key Metrics with your 3PLPs
  8. Global Training Best Practices


5:45 pm - 6:30 pm Virtual Happy Hour

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