Field Service Palm Springs 2019

April 23 - 26, 2019

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Wednesday, April 24, 2019 | Main Conference Day One: Leveraging IoT, Big Data, and AI To Move Towards Preemptive Service And Achieve Customer Business Outcomes


7:00 am - 7:55 am Registration & Networking Breakfast In The Exhibit Hall

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Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:05 am - 8:20 am Chairperson’s Opening Address | Redefining Service To Succeed In A Servitization-Centered Economy

Gary Brooks - Chief Marketing Officer, Syncron
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Gary Brooks

Chief Marketing Officer
Syncron

8:20 am - 8:40 am Building A Culture Of Great Customer Experience With AT&T’s CODE Program

Moe Mustafa - Vice President, Technical Field Service – Southeast, AT&T
As part of AT&T’s culture of delivering an extraordinary Customer Experience they adopted an initiative called Our Promise- to build an everlasting relationship with customers.  Our Promise is executed through a skills development program called CODE. Moe will walk you through the CODE program:

  • C- Care about our customers
  • O- Own it
  • D- Deliver with confidence
  • E- Exceed expectations

He will share how they have improved the Customer Experience by redefining the way employees engage their customers.  They focused on making every interaction personal, effortless, and inspiring by Living the CODE.

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Moe Mustafa

Vice President, Technical Field Service – Southeast
AT&T

8:40 am - 9:00 am Transforming From A Product Company To A Customer Experience Company

Laura Laltrello - Vice President & General Manager, Data Center Services, Lenovo
Laura Laltrello leads the worldwide services organization that provides support for Lenovo’s datacenter customers. She continuously drives improvements and focus to deliver an effortless customer experience, and has a passion for solving core business problems through analytics, optimization, and innovation.  In this keynote, she’ll share with you how Lenovo is transforming from a product company to a customer experience company, and how your organization can make these shifts too.
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Laura Laltrello

Vice President & General Manager, Data Center Services
Lenovo

SBA Communications owns and operates wireless infrastructure across the Americas including ~20,000 assets that are maintained by the field service team. Prior to deploying ClickSoftware, SBA gave full control of the schedule to the field managers, with little central visibility into what the technicians were doing. Join Paul Whitelam from ClickSoftware and Brian Zenz of SBA as they cover the selection process, deployment, and results of their field service management journey. This session will cover…

  • Best practices for working with a geographically distributed, de-centralized field team
  • How control and accountability significantly improve business outcomes
  • The importance of change management

…all in the context of SBA’s deployment of ClickSoftware’ Field Service Edge FSM Solution.
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Brian Zenz

Operations Director
SBA Communications

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Paul Whitelam

Senior Vice President, Marketing
ClickSoftware

  • First, are you collecting the right data?
  • Then, we have so much data, what do we do with it?
  • Determining whether to build a data team in house or work with a partner to analyze and manage your data, or both
  • Understanding failure rates and customer usage to increase service competitiveness
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Len Vanderhulst

Head of Service Business Development, Global Service
Mettler-Toledo

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Randy Hurless

Senior Director, Operations & Business Development, Technical Services
FUJIFILM North America

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Suzanne ElNaggar

Director, Worldwide Customer Success, Data Center Systems
Western Digital

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Marc Tatarsky

Senior Vice President, Marketing
FieldAware

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Alvaro Pombo

Chief Executive Officer
ProntoForms

10:00 am - 10:40 am Spring Into Action Refreshment & Networking Break In The Exhibit Hall

10:00 am - 10:40 am Innovation Theatre In The Exhibit Hall

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. (3 10-minute previews.)

10:40 am - 11:00 am A Digital Overhaul For Service Operations That Puts The VOC At The Heart Of It

Reihaneh Irani-Famili - Vice President, Gas Enablement - Business Readiness and Design, National Grid
Session details coming soon – stay tuned!
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Reihaneh Irani-Famili

Vice President, Gas Enablement - Business Readiness and Design
National Grid

Session details coming soon – stay tuned!
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Scott Berg

Chief Executive Officer
ServiceMax from GE Digital

11:20 am - 12:05 pm Guest Speaker: 7 Leadership Takeaways From A Navy Seal

Chad Williams - Former U.S. Navy SEAL & Bestselling Author, SEAL of God
Chad extracts essential precepts from the SEAL Creed and presents them through his experiences on and off the battlefield in way that is relatable to civilian pursuits.

  • Common man with uncommon desire to succeed
  • Humbly I serve (Servant Leadership)
  • Forged by adversity
  • Earn your trident everyday
  • Ability to control emotions and actions regardless of circumstances
  • In the worst of conditions relying on legacy to steady resolve
  • The ultimate motivation found inside your hat
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Chad Williams

Former U.S. Navy SEAL & Bestselling Author
SEAL of God

12:05 pm - 12:35 pm Coffee & Connecting Break In The Exhibit Hall

12:05 pm - 12:35 pm Innovation Theatre In The Exhibit Hall

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.)
Interactive small-group roundtable discussions. Pick the topic that will give you the most impactful tools to hit your goals. Through facilitated discussion you’ll tap into the collective expertise of 10 – 12 of your executive peers. Be in charge of what you learn and ask the questions you want answered.

1. TBD
Executive, ServiceMax by GE Digital

2. Modernize Your Tools: Digital Solutions That Empower Field Teams 
Pete Wayne, CIO, Oscar W. Larson
Rob Brewster, CEO, GoFormz

3. TBA
Speaker and topic to be announced mid-January!

4. Using Augmented Reality to Deliver Better Patient Outcomes  
Marc Guthrie, COO, Help Lightning

#5 – #15 TBD

Have an innovative solution that advances service organizations? Talk to sponsorship manager Alex Brooks about how to host one of these interactive discussions: +1.646.200.7483 or alex.brooks@wbresearch.com
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Pete Wayne

Chief Information Officer
Oscar W. Larson

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Rob Brewster

Chief Executive Officer
GoFormz

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Marc Guthrie

Chief Operating Officer
Help Lightning

1:15 pm - 2:15 pm Lunch

2:15 pm - 2:35 pm Personal Time

By taking a few minutes of down-time, you’ll ensure longer up-time later. Use your “me-time” to digest and put an action plan in place to implement the great ideas you’ve heard so far, respond to urgent business needs, or simply take a breather to ensure you are fresh later in the day.
Track A:
Customer Success

2:35 pm - 2:45 pm Chairperson’s Opening Address

Track B:
Team & Talent

2:35 pm - 2:45 pm Chairperson’s Opening Address

Paul Hesselschwerdt - Partner, Global Partners
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Paul Hesselschwerdt

Partner
Global Partners

Track C:
Service Parts Management 
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David Schauble

Regional Sales Manager, Critical Inventory and Special Services
FedEx

Track D:
Heads Of Service Mastermind & Hot Seat Coaching
(by invite only)

2:35 pm - 2:45 pm Chairperson’s Welcome & Introductions

An opportunity for the most forward-thinking senior-level leaders of the global service community to network in a private setting. Learn what other senior executives think about service profitability and growth and create strong connections to move your business forward.
 
This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). Mastermind participants may apply for one of three hot seat coaching sessions from their peers.

To request your RSVP of apply for a hot seat coaching session, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

2:45 pm - 3:05 pm Delivering A Distinctive Customer Experience To Global John Deere Customers

Seth Crawford - Global Director Customer & Product Support, John Deere
  • Assessing your current global customer experience to identify areas for improvement
  • Directing customer and product support strategy and operations
  • Overseeing various enterprise shared services that support the customer experience
  • Key benchmarks and metrics to ensure you stay on the right track
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Seth Crawford

Global Director Customer & Product Support
John Deere

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Billy Wang

Senior Vice President and General Manager
MaxGen Energy Services

2:45 pm - 3:05 pm Launching A New Reverse Logistics Operation To Drive Considerable Improvement And Efficiency In Parts Supply

Richard Zarski - EVP, Operations, Fujitsu
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Richard Zarski

EVP, Operations
Fujitsu

2:45 pm - 3:10 pm Hot Seat #1

An opportunity for the most forward-thinking senior-level leaders of the global service community to network in a private setting. Learn what other senior executives think about service profitability and growth and create strong connections to move your business forward.
 
This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). Mastermind participants may apply for one of three hot seat coaching sessions from their peers.

To request your RSVP of apply for a hot seat coaching session, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

3:05 pm - 3:25 pm Artificial Intelligence - The Road To Zero Unplanned Downtime

Mark Hessinger - Vice President, Global Customer Services, 3D Systems
3D Systems, is the originator of 3D printing and a shaper of future 3D solutions. The primary objective of the company is always to offer its customers maximum benefits. These days downtime is no longer considered acceptable, and maximizing product uptime is becoming the new mantra. However, many service organizations realize that pursuing this goal is not a trivial task. 3D Systems believes that the application of analytics to historical data, structured and unstructured, that allows predictions based on the machine’s present state, increase first time fix rates and minimize parts consumption. Those who make the best use of artificial intelligence and their own historical data will master the road to zero unplanned downtime.
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Mark Hessinger

Vice President, Global Customer Services
3D Systems

Technologies are advancing every single day. As a result, onsite, field service work is becoming more complex. With the challenges of increasing complexity at the job site, field service companies need to reevaluate their makeup to keep up with customer demands. In this panel we will discuss:

  • The changing landscape of field service
  • Increasing challenges in complexity, and
  • How blended workforces are changing the competitive landscape.
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Mynul Khan

Founder & Chief Executive Officer
Field Nation

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Timothy Gallegos

Senior Vice President, Operations - US Region
Getronics

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Kris Oldland

Publisher, Editor-in-Chief
Field Service News

3:05 pm - 3:25 pm Connected Field Service With Dynamics 365

Bill Kern - Field Service Practice Director, PowerObjects
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Bill Kern

Field Service Practice Director
PowerObjects

3:10 pm - 3:35 pm Hot Seat #2

An opportunity for the most forward-thinking senior-level leaders of the global service community to network in a private setting. Learn what other senior executives think about service profitability and growth and create strong connections to move your business forward.
 
This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). Mastermind participants may apply for one of three hot seat coaching sessions from their peers.

To request your RSVP of apply for a hot seat coaching session, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.
  • Examining the latest technologies to support the gathering and maintaining of knowledge
  • What most often goes wrong and how can these pitfalls be avoided?
  • How can next generation tech like augmented reality and artificial intelligence aid in knowledge management?
  • Ensuring you have the right mobile tools to have this information at your techs’ fingertips
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Patrick Foley

Senior Manager, Service Technologies, Innovation & Strategies, North America
Johnson Controls

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Ed McMurray

VP of Field Operations
Tokyo Electron Americas

3:25 pm - 4:05 pm Panel | Evolving Your Talent Requirements And Recruiting Practices To Meet The Needs Of The Changing Workplace

Joe Lang - Vice President, Service, Comfort Systems USA Terry Diaferio - Senior Director, North American Service, Tennant Company
  • Retraining Your workforce to meet the new needs of your customer and technological landscape
  • Exploring the benefits of recruiting computer science software engineers and then teaching them the hardware portion of it
  • Implementing veteran programs, return-to-work initiatives, and other recruitment systems
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Joe Lang

Vice President, Service
Comfort Systems USA

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Terry Diaferio

Senior Director, North American Service
Tennant Company

  • Optimizing inventory in a way that reduces cost and improves margin
  • Leveraging IoT, machine learning, and predictive analytics for service parts management
  • Pricing service parts effectively as you transition to selling a service (rather than a product), thus selling fewer parts
  • Metrics and KPIs for inventory management in this transformed business model
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Eric Clopper

Director, Global Services Logistics & Labs
F5 Networks

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John Kordic

Vice President, Operations
WASH Multi-Family Laundry Systems

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Mike Ross

Director, Product Strategy
Baxter Planning Systems

3:35 pm - 4:00 pm Hot Seat #3

An opportunity for the most forward-thinking senior-level leaders of the global service community to network in a private setting. Learn what other senior executives think about service profitability and growth and create strong connections to move your business forward.
 
This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). Mastermind participants may apply for one of three hot seat coaching sessions from their peers.

To request your RSVP of apply for a hot seat coaching session, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.
 
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Jodi Johnson

Director, Perfect Execution
Emerson

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Richard Ritter III

Technology Specialist - Reliability Services
Emerson

4:25 pm - 4:35 pm Innovation Spotlight | Reimagining Real-Time Field Service

Marty Sprinzen - Chief Executive Officer, VANTIQ
Industry is on the verge of a transformation driven by 5G, IoT, AI, augmented reality, and robotics (to name a few). But legacy field service solutions simply aren’t architected to handle the enormous flow of real-time, event-driven data that will soon be generated by and around your operations.
 
In this session, learn how the revolution in event-driven application platforms enable innovative companies to develop, deploy and run real-time field service applications that can fundamentally transform your operational efficiency and profitability.
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Marty Sprinzen

Chief Executive Officer
VANTIQ

4:05 pm - 4:25 pm How To Effectively Manage And Maintain Your Mobile Fleet

Tom May - Vice President, Fleet Operations, CRH Americas Materials
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Tom May

Vice President, Fleet Operations
CRH Americas Materials

4:25 pm - 4:35 pm Innovation Spotlight

4:05 pm - 4:25 pm Case Study: Field Planning And Inventory Management

Randy Hill - Worldwide Service Parts Operations, Carestream Health
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Randy Hill

Worldwide Service Parts Operations
Carestream Health

4:25 pm - 4:35 pm Innovation Spotlight

4:00 pm - 4:35 pm Mastermind Discussion

An opportunity for the most forward-thinking senior-level leaders of the global service community to network in a private setting. Learn what other senior executives think about service profitability and growth and create strong connections to move your business forward.
 
This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). Mastermind participants may apply for one of three hot seat coaching sessions from their peers.

To request your RSVP of apply for a hot seat coaching session, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

4:35 pm - 5:20 pm Candyland Refreshment & Networking Break In The Exhibit Hall

4:35 pm - 5:20 pm 20 Years Of Service Club Bourbon Tasting – By Invite Only

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 bourbon.

5:20 pm - 6:00 pm Closing Guest Speaker | 5 Secrets To Attract And Retain Top Talent And Create A High Performing Workplace Culture

Laurie Battaglia - CEO and Workplace Strategist, Aligned at Work®
You, the Leader, and the workplace culture that you create make the difference in whether your high performers stay or go. Aligned Leaders understand the high cost of disengaged employees and unwanted turnover. Losing your best people is hard on everyone. 

How do you attract top talent and then keep them happy at work, considering the diversity of today’s workforce? Multiple generations and genders, sexual orientation, cultural patterns, education and experience … we bring all of it to work. 

By connecting these 5 secrets, you’ll find satisfaction in your own work, and in turn are able to create the kind of workplaces where people want to work for you.

You’ll Learn:
  • What today’s employees are looking for in employers before they accept the job.
  • What kind of leadership and culture keeps people and what drives them away.
  • What you, the leader, can do to keep people engaged and motivated at work.
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Laurie Battaglia

CEO and Workplace Strategist
Aligned at Work®

6:00 pm - 7:30 pm Best-In-Class Awards Ceremony & Dueling Pianos Reception

Hosted by
Techadox

Two pianists will face off in a lively, interactive show as you sip specialty cocktails, sing along, and make new friends. Plus help us honor the winners of the Field Service 2019 Best-In-Class Awards.

7:30 pm - 7:30 pm Conclusion Of Main Day One