Field Service Palm Springs 2024
May 06 - 08, 2024
JW Marriott Desert Springs, Palm Springs, CA
Wednesday, April 24, 2019 | Main Conference Day One: Leveraging IoT, Big Data, and AI To Move Towards Preemptive Service And Achieve Customer Business Outcomes
Monday, April 22, 2019 | Pre-Conference Kick-Off: Registration & Networking
Tuesday, April 23, 2019 | Deep-Dive Workshop Day: The People, Processes, And Technology To Remain Competitive In Tomorrow’s Evolving Service Environment
Wednesday, April 24, 2019 | Main Conference Day One: Leveraging IoT, Big Data, and AI To Move Towards Preemptive Service And Achieve Customer Business Outcomes
Thursday, April 25, 2019 | Main Conference Day Two: Increasing Revenue With New Service Offerings And Knowing What Your Customer Wants
Friday, April 26, 2019 | Service Organizations-Only Interactive Roundtable Focus Day: Put Your New Ideas Into Action!
7:00 am - 7:55 am
Registration & Networking Breakfast In The Exhibit Hall
7:55 am - 8:05 am
Welcome Remarks & Ice Breaker
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
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.
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.
9:00 am - 9:20 am
Empowering The Field
Brian Zenz -
Operations Director,
SBA Communications
Paul Whitelam -
Senior Vice President, Marketing,
ClickSoftware
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.
9:20 am - 10:00 am
Panel | Data Collection And Analysis: Slicing And Dicing To Greater Service Outcomes
Len Vanderhulst -
Head of Service Business Development, Global Service,
Mettler-Toledo
Suzanne ElNaggar -
Director, Worldwide Customer Success, Data Center Systems,
Western Digital
Marc Tatarsky -
Senior Vice President, Marketing,
FieldAware
Alvaro Pombo -
Chief Executive Officer,
ProntoForms
- 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
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. (2 10-minute previews.)
Theatre #1 with Honeywell
Theatre #2 with Trimble
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!
Reihaneh Irani-Famili
Vice President, Gas Enablement - Business Readiness and DesignNational Grid
11:00 am - 11:20 am
Don’t Stop At FSM: How FSM Has Matured And Where To Go Now
Stacey Epstein -
President of Zinc,
ServiceMax
Hear from industry expert and ServiceMax CEO, Scott Berg on how the Field Service Management space has evolved, where most companies fall on the maturity curve, the benefits companies are reaping from technology advancements and what’s next for the service businesses that keep the world running.
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
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.)
Theatre #1 with Help Lightning
Theatre #2 with RUNNUR
12:35 pm - 1:15 pm
Solution-Focused Toolbox Talks
Rob Brewster -
Chief Executive Officer,
GoFormz
Hari Subramanian -
Founder & CEO,
Turbo Systems
Chris Catterton -
VP IoT Solutions,
ONE Tech
Heidy Kelley -
Nrby Customer and Former Comcast VP of Fleet Operations and EH&S,
Nrby
Grant Challenger -
Global Director of Edge and IoT Solutions,
VMWare
Sam Hampton -
Vice President, Marketing & Data,
Carter Machinery
Sumair Dutta -
Industry Analyst & Director, Global Customer Transformation,
ServiceMax
Scott Sobera -
Senior Vice President, Sales ,
Help Lightning
Dan Hitomi -
Director of Vuforia Product Management,
PTC
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. Compliance And Safety In Field Service. What Are The Solutions?
Sumair Dutta, Industry Analyst & Director, Global Customer Transformation, ServiceMax
2. Modernize Your Tools: Digital Solutions That Empower Field Teams
Aaron Slack, CTO, Oscar W. Larson
Rob Brewster, CEO, GoFormz
3. Leveraging Mobile Apps for Customer Experience
Hari Subramanian, Founder & CEO, Turbo Systems
4. Using Augmented Reality to Deliver Better Customer Outcomes
Scott Sobera, VP, Help Lightning
5. Perfect-Fit Apps: Delivering What Matters Most To Your Field Services Organization
Jeff Piszczek, Director, Service Management North America, OutSystems
#6 Jumpstarting Smart Field Operations – Automated Scheduling/Dispatch With The Dirty Edge
Chris Catterton, VP IoT Solutions, ONE Tech
#7 Our KISS: “Keep it SmartPin Simple” To Drive Efficiency In Your Work Routines
Heidy Kelley, Nrby Customer and Former Comcast VP of Fleet Operations and EH&S
#8 IT Runs IoT – Vendor Neutral Infrastructure Management Solutions For Your IoT Projects
Grant Challenger, Global Director of Edge and IoT Solutions, VMWare
#9 How Show Me Technology Delivers Immediate ROI
Sam Hampton, Founder and CEO, Tethr
#10 How To Turn Service Challenges Into Opportunities With Augmented Reality
Dan Hitomi, Director of Vuforia Product Management, PTC
#11-13 TBD
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
Clayton Fernandez - Global Director, Internet of Things, Microsoft
Track B:
Team & Talent
2:35 pm - 2:45 pm Chairperson’s Opening Address
Paul Hesselschwerdt - Partner, Global Partners
Track C:
Service Parts Management
2:35 pm - 2:45 pm Chairperson’s Opening Address
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
Daniel Cefaratti - North American Field Service Lead, AvanadeAn 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
2:45 pm - 3:05 pm Talent Recruitment And Engagement
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
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 Case Study: Artificial Intelligence is Transforming Service at 3D Systems
Mark Hessinger - Vice President, Global Customer Services, 3D Systems3D 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.
3:05 pm - 3:25 pm Meeting Demands Of Increasing Complexity In Field Service Work
Mynul Khan - Founder & Chief Executive Officer, Field Nation Timothy Gallegos - Senior Vice President, Operations - US Region, Getronics Kris Oldland - Publisher, Editor-in-Chief, Field Service NewsTechnologies 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.
3:05 pm - 3:25 pm How To Make Your Assets Talk: Leverage IoT And AI For Real-Time Alerts
Bill Kern - Field Service Practice Director, PowerObjects, an HCL Technologies CompanyThanks to the Internet of Things (IoT), Artificial Intelligence (AI), and Machine Learning (ML), assets can tell you what to do next and warn you about potential risks within your organization.
Join Bill Kern for this educational session and learn “How to Make Your Assets Talk”. With IoT and AI, you can…
- Reduce downtime with proactive alerts from connected devices.
- Reduce service call costs by dispatching the right field employee at the right time.
- Ensure service technicians are fully equipped to deliver a first-time fix.
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.
3:25 pm - 4:05 pm Panel | Exploring The Latest Tools And Best Processes For Effective Knowledge Management
Patrick Foley - Senior Manager, Service Technologies, Innovation & Strategies, North America, JCI Ed McMurray - VP of Field Operations, Tokyo Electron Americas Jonathan Ralphs - Founder & CEO, AnswersAnywhere- 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
Patrick Foley
Senior Manager, Service Technologies, Innovation & Strategies, North AmericaJCI
3:25 pm - 4:05 pm Panel | Evolving Your Talent Requirements And Recruiting Practices To Meet The Needs Of The Changing Workplace
Roger O'Connor - Vice President, Product Support, Gosiger Joe Lang - VP of Service Technology and Innovation, Comfort Systems USA Terry Diaferio - Senior Director, North American Service, Tennant Company Shawn Connelly - National Director of Services, Dyson- 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
3:25 pm - 4:05 pm Panel | Supporting The Path To Servitization With Enhanced Inventory Management And Parts Planning
Michael Ahrens - Senior Director, Field Service Operations, Pure Storage Amy Byrne - Logistics Analyst, Glory Eric Clopper - Director, Global Services Logistics & Labs, F5 Networks John Kordic - Vice President, Operations, WASH Multi-Family Laundry Systems Mike Ross - Director, Product Strategy, Baxter Planning- 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
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.
4:05 pm - 4:25 pm Using Augmented Reality For Remote Assistance
Jodi Johnson - Director, Perfect Execution, Emerson Richard Ritter III - Technology Specialist - Reliability Services, Emerson
4:25 pm - 4:35 pm Innovation Spotlight | Reimagining Real-Time Field Service
Eddie Tung - VP North America Sales, VANTIQIndustry 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.
4:05 pm - 4:25 pm Contributing To Mental Health In The Workplace
Bob Nelson - Vice President, Service, Ray Lindsey Company
4:25 pm - 4:35 pm Innovation Spotlight
Emma Lampert - Senior Customer Success Manager, LocalzEmma Lampert
Senior Customer Success ManagerLocalz
4:05 pm - 4:25 pm Case Study: Field Planning And Inventory Management
Randy Hill - Former Worldwide Service Parts Operations, Carestream Health
4:25 pm - 4:45 pm How To Effectively Manage And Maintain Your Mobile Fleet
Amiel Orquiola - Director of Data Analytics, Oldcastle MaterialsAmiel Orquiola
Director of Data AnalyticsOldcastle Materials
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
4:45 pm - 5:20 pm Runners Club Meet-Up In The Expo
Do you love to run? Whether you’re a marathoner or a 5K is more your distance, meet fellow running enthusiasts to share your most memorable routes or plan out a time to go for a fun run together around the resort!
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.
6:00 pm - 7:30 pm
Best-In-Class Awards Ceremony & Dueling Pianos Reception
Susan J. Krautbauer -
SVP, Sales & Marketing,
Techadox
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.
