Field Service Palm Springs 2024
May 06 - 08, 2024
JW Marriott Desert Springs, Palm Springs, CA
Thursday, April 25, 2019 | Main Conference Day Two: Increasing Revenue With New Service Offerings And Knowing What Your Customer Wants
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!
7:15 am - 8:00 am
Breakfast In The Exhibit Hall
8:00 am - 8:05 am
Welcome Remarks
Sara Mueller -
Portfolio Director, Program Development,
Field Service Events
8:05 am - 8:20 am
Chairperson’s Opening Address
John Hunt -
Managing Director EMEA,
Astea International
8:20 am - 8:40 am
Aligning Your Team’s Compensation To Drive The Right Financial Outcomes
Buddy Saucier -
Vice President Service & Security & Fire Operations,
Johnson Controls
- Exploring the benefits and detriments of different compensation plans for all the members of your team
- Tying bonuses to financial outcomes
- Determining which compensation plan is most effective for managers, technicians, sales, operations, and administrative support
- Gaging whether you have achieved success in compensation tied to financial outcomes
8:40 am - 9:00 am
Diversifying Revenue Streams To Expand Your Service Business
David Troll -
Vice President, Smart Home Services,
Dish Network
Session details to come soon – stay tuned!
9:00 am - 9:40 am
Panel | Expanding Your Digital Platform Of Intelligent Services For Greater ROI
Dane Taival -
Vice President & General Manager,
Thermo King Corporation, Ingersoll Rand
Sahir Sait -
VP of Product,
Ayla Networks
Anthony Moffa -
Senior Director, ThingWorx IIoT Platform,
PTC
Charles Johnson -
Senior Manager, Multi-Vendor Projects,
Philips Healthcare
- Examining the current state of digital services and opportunities for enhancement
- How to ensure your services are needed for a wide variety of customers
- Putting concrete strategies in place to ensure ROI is higher for IoT
- What conversations need to be had around cybersecurity?
9:40 am - 10:20 am Early Bird Refreshments & Networking In The Exhibit Hall
9:40 am - 10:20 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 PTC
Theatre #2 TBD
10:20 am - 10:40 am
Improving Revenue Generation Through Service Contract Negotiations, Design, And Delivery
Mamali Zarringhalam -
Senior Vice President, Engineering Services & Customer Support,
Nikon Precision
Session details to come soon – stay tuned!
Mamali Zarringhalam
Senior Vice President, Engineering Services & Customer SupportNikon Precision
10:40 am - 11:00 am
The Rise Of The New Field Service Mobile Worker
Paolo Bergamo -
SVP and General Manager of Field Service Lightning,
Salesforce
Now more than ever, technology is entering into all aspects of our lives. Your mobile workers are expecting the technological advancements that have helped them be more efficient in their personal lives to also show up at work. Paolo Bergamo SVP and GM of Field Service Lightning, will share ways to prepare for your new mobile workers who are the face of your brand. Learn how to optimize schedules, provide guidance on a mobile app, connect systems to have a complete customer view, and make systems smarter to drive productivity, speed, and customer success. Attract and empower your mobile workforce with a single platform and mobile application to meet and exceed customer expectations.
11:00 am - 11:20 am
Using Voice Of The Customer To Drive Service Strategies, Improve The Customer Journey, And Increase NPS
Philip Luccarelli -
COO,
Lime Energy
- Exploring the best platforms to identify customer pain points
- Uncovering high levels of effort to pinpoint areas that will give you greatest ROI
- Lessons learned and best practices around using Voice of the Customer
11:20 am - 11:40 am
Expanding Workforce Flexibility Through The Internet Of Things
David Van Dorselaer -
General Manager, Industry Solutions - Manufacturing,
AT&T Business Solutions
The mega expansion of IoT provides connectivity from the factory, to the field, and in some cases, even the customer. Increasingly companies are able to use this evolution to provide more support options - predictive maintenance and even remote repair. This keynote will provide a look into not only what field service companies can provide now, but how these advances may positively influence their business opportunities in the near future.
David Van Dorselaer
General Manager, Industry Solutions - ManufacturingAT&T Business Solutions
11:40 am - 12:10 pm Coffee & Connecting Break In The Exhibit Hall
11:40 am - 12:10 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.)
12:10 pm - 12:30 pm
Guest Speaker | The Multi-Year “Customer Rage” Study: The Long-Term Effects When Service Goes Bad
Thomas Hollman -
Executive Director, Center for Services Leadership,
W.P. Carey School of Business, Arizona State University
Companies are making it easier than ever to buy products and services, but signs point to a continued challenge with providing customer service to customers who have a complaint, jeopardizing repeat business. The 2017 Customer Rage study shows more than 62 million families experienced at least one problem during the past 12 months, making people frustrated and angry.
Despite big money spent on customer-service programs, 79 percent of consumers who complained are still not happy with the way their complaints are handled, jeopardizing repeat business. In 2017 customers reported slight improvements in complaint-handling satisfaction, but it’s still a failing grade — putting more than $300 billion dollars of future sales at risk.
This is the eighth Customer Rage Survey since the original was conducted by the White House in 1976. The independent study is conducted by Customer Care Measurement & Consulting (CCMC) in collaboration with the Center for Services Leadership, a research center within the W. P. Carey School of Business at Arizona State University, Confirmit, and Bernett, which interviewed 1,000 respondents by phone.
The bottom line: Bad customer service is worse than no customer service.
Thomas Hollman
Executive Director, Center for Services LeadershipW.P. Carey School of Business, Arizona State University
12:30 pm - 1:10 pm
Panel | Moving Into The Next Phase Of Leveraging Augmented Reality
John Rygg -
Technology Strategist, Hololens R&D Product Owner,
Kiewit
Doug House -
Manager, Technical Support,
Porsche Cars North America
Christopher Dann -
Director of Ink; Service Manager,
Durst Image Technology
Russ Fadel -
Co-Founder & Chief Executive Officer,
Augmentir
Nick Cherukuri -
Founder/CEO,
ThirdEye Gen
- Best practices for piloting, implementation, and scale
- Deciding whether to promote or minimize your use of AR, plus how to get past the “you sent the junior person?” objection
- Hardware and software selection for your business’ unique needs
- Determining value and ROI
1:15 pm - 2:15 pm
Lunch
Track A:
Optimizing The Field
2:15 pm - 2:25 pm Chairperson’s Opening Address
Bill Pollock - President & Principal Consulting Analyst, Strategies For Growth
Track B:
Service Revenue Generation
2:15 pm - 2:25 pm Chairperson’s Opening Address
Gary Brooks - Chief Marketing Officer, Syncron
Track C:
Innovation
2:15 pm - 2:25 pm Chairperson’s Opening Address
Thomas Hollman - Executive Director, Center for Services Leadership, W.P. Carey School of Business, Arizona State University
Thomas Hollman
Executive Director, Center for Services LeadershipW.P. Carey School of Business, Arizona State University
2:25 pm - 2:45 pm Streamlining Communications Between Technicians And The Dispatch Center
Tad Drescher - Corporate Manager, Field Services, CableONE
2:25 pm - 2:45 pm Motivating Field Service Reps To Move Beyond The Scope Of Service & Repair Into Sales & Customer Relationship Management
Patrick Webb - Sales Director - Americas, GE Transportation
2:25 pm - 2:45 pm Integrating Real-Time Asset Tracking Into Mobile Asset Software For Enterprise Level Visibility
Charles Johnson - Senior Manager, Multi-Vendor Projects, Philips Healthcare- Building a combination of asset location + asset life cycle cost + asset utilization + asset IT malware risk
- Exploring how this technology is being utilized at the enterprise C-Suite level to the technician level
- Explaining how this comprehensive offering in healthcare can be translated to your industry and organization
2:45 pm - 3:05 pm The Past, Present And Future Of Telematics And Autonomous Vehicle Features
Marco Della Torre - CTO, Derive Systems
2:45 pm - 3:05 pm Monitor, Automate, And Resolve: The Value Of Connected Service In A Digital World
Nikki Narang - Senior Product Manager, ServiceNow Brad Jobe - VP Application & Software Engineering, TRIMEDXCompanies everywhere are putting a premium on customer experience in response to customer demand, along with its direct contribution to revenue growth and increased profitability. Creating an exceptional customer experience can be especially challenging for digitally-enabled services. They require always-on, always-connected customer service and field service, not a lone technician in the field. They generate data useful for complex issue resolution—as long as it gets to the right people at the right time.
Nikki will share how our customers are benefiting from connected service by:
- Identifying potential issues by intelligently monitoring customers’ products and services
- Quickly diagnosing and proactively resolving issues
- Reducing future case and work order volume through analysis and automation
- Delivering a seamless customer experience from initial contact with customer service to the field service visit to follow-up activities
2:45 pm - 3:05 pm Vision Of The Future Of Field Service
John Ranalli - Senior Product Manager, OracleWith each new technological innovation, field service has the potential to become a truly automated industry. By utilizing the capabilities of AI, AR, VR, IoT, Chat Bots, Machine Learning, Knowledge, Policy Automation, Service Logistics, or one of the other countless other innovations, field service organizations can take the steps to make a fully automated mobile worker. In this session see how these technologies are going to become the future of field service.
3:05 pm - 3:45 pm Panel | Enhancing Engagement And Retention Of Your Field Employees
Bruce Levitt - President, Levitt-Safety Brian Shomber - Senior Field Technical Manager, Global Services, Medtronic Patrick Dell - Regional Director, Service, Varian Medical Systems- Ensuring your field technicians feel they are part of a team
- Making certain your field employees understand the big picture and objectives of your organization
- Minimizing feelings of isolation and discontentment
- Retention strategies specifically for remote employees
- Encouraging employee contribution and satisfaction beyond just getting a paycheck
3:05 pm - 3:45 pm Panel | Growing Your Service Business Through Channel Partner Acquisition And Third Party Service
Rick Lowenberg - President, MEI Steven Zannos - Senior Director, Service Delivery, Electrolux Mike Cramer - Director, Partner Business, QIAGEN- The Pacman approach: Eat or be eaten
- Identifying potential acquisition opportunities
- Developing a joint service business relationship so that when they want to sell, you can opt in or opt out
- No exit strategy or succession plan? No problem. How to manage obstacles along the path to acquisition
- Building your third party service business to support growth
3:05 pm - 3:35 pm Panel | Driving Safety Initiatives Throughout Your Service Business
Dan Lambert - Director, System Engineering, Lytx Shawn Connelly - National Director of Services, Dyson Anil Pai - Global Head,TCS Digital Field Service Management Practice, Tata Consultancy Services- Determining whether to monitor safety and efficiency with a telematics solution
- Protecting traveling technicians from the dangers of your industry
- How to build a culture that embraces safety
- What other tools can support safety within your organization
Anil Pai
Global Head,TCS Digital Field Service Management PracticeTata Consultancy Services
3:45 pm - 4:05 pm Optimizing Resources And Data Accuracy In Capital Equipment Tool Installations
Ed McMurray - VP of Field Operations, Tokyo Electron AmericasSemiconductor capital equipment installations are incredibly complex, labor intensive, and highly interdependent with the end customer. These complex projects cannot be optimized
with traditional field service scheduling tools and methodologies.
See how one of the world’s largest semiconductor equipment companies dramatically improved visibility from the field engineer to the executive suite:
-Agile technology development approach for a custom solution set
-Best practices in advanced project management for field service
-Self-regulating data integrity through real time collaboration
-Leading Edge Data Visualizations
3:45 pm - 4:05 pm Monetizing Services That Were Free Before
Tim Stanley - Director, Service & Solutions, Midmark
3:45 pm - 4:05 pm The Next-Generation Of Knowledge-Based Self Service And Support
Dario Samarzija - Technical Support Team Lead, EMEA, Alfresco- Using a knowledge management system to suggest solutions in customer support
- Using engineer knowledge to create data for a knowledge-based system
- Best practices for creating usable content
- Establishing KPIs for your new system
4:05 pm - 4:55 pm Chocolate & Chill Refreshment & Networking Break In The Exhibit Hall
4:05 pm - 4:55 pm Dog Lovers Meet-Up In The Expo
Raise the ruff! Meet up with fellow dog lovers to share the latest tricks and treats for your own furry best friend.
4:55 pm - 5:15 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.
5:15 pm - 6:15 pm
Beer-Tasting Toolbox Talks
Greg Fisher -
Senior Vice President, Service & Parts Sales,
Bunn-O-Matic
Steve Mays -
General Manager & Partner,
Reynolds Machinery
Justin Rydzewski -
Director, Sales & Market Development,
Controls Service
Clifford Gardner -
Area Service Manager, NAS, Field Service & Support,
Fresenius Kabi
Jack McCabe -
Vice President & General Manager, Utility Vegetation Management Solutions,
Davey Resource Group
Matthew Rust -
Head of Service Performance Management, Global Service,
Mettler-Toledo
Tim Spencer -
Senior Vice President & General Manager, Service Operations,
Bunn-O-Matic
Scott Tarran -
Director, Service Operations,
Bruker AXS
Mike Torpey -
Global Director, Ortho Care Service Applications,
Ortho Clinical Diagnostics
James Joyner -
Vice President – Global Operational Excellence,
Astec Industries, Inc.
Jon Kent -
Corporate Manager Field Service and Mobility,
Cox Communications
Angela Hunter -
Manager, Technical Support,
bioMérieux
Bob Korman -
Center of Capabilities and Agility Manager,
bioMérieux
Brad Barros -
Service Manager, Canada,
Fairbanks Morse Engine
Michael Lynn -
Director, Customer Support Operations,
Automated Packaging Systems
Eric Paulik -
Director, Global Field and Customer Service,
Philips
Reeve Bunn -
President,
DSL Ltd.
Hart Levine -
CEO,
Hart Enterprises
Daniel Przislicki -
Vice President, Service Support Operations,
Canon Solutions America
Brian Heaton -
Senior Manager, Field Service,
Omnicell
Rodger Smelcer -
Vice President,
United Service Technologies
Mike Klehr -
Senior Vice President, Field Operations,
MEI
Russ Jensen -
Director, 311 & 211,
City Of Knoxville
Mark Crook -
Vice President, Energy Services,
HomeServe USA
Charles M. Byrd -
Director of Operations Implementation, and LRL Support,
Roche Diagnostics
Michelle Waters -
Area Manager, Gas Operations,
We Energies
David D. Douglas -
VP Service Management,
Scientific Games
Paul Davy -
Director of Manufacturing and Field Service,
Halo Labs
Drey Taylor -
Director, Field Service,
Acuity Brands Lighting
Choose 2, 30 minutes each.
1. Voice Of The Customer: Getting A True Sample From Your Entire Base
Greg Fisher, SVP of Service & Parts Sales, Bunn-O-Matic
2. Brain Drain: Transferring Knowledge From Your Senior Techs
Steve Mays, General Manager & Partner, Reynolds Machinery
3. Training Your Field Staff To Provide Additional Customer Value
Justin Rydzewski, Director, Sales & Market Development, Controls Service
4. Sustaining And Improving Service Delivery Quality And Employee Engagement During Times Of Increased Demand
Clifford T. Gardner, Jr., Area Service Manager, NAS, Field Service & Support, Fresenius Kabi
5. Employee Engagement Strategies For Safer, Quality-Driven Culture
Jack McCabe, VP and General Manager, Utility Vegetation Management Solutions, Davey Resource Group
6. Data-Driven Decision Making
Matthew Rust, Head of Service Performance Management, Global Service, Mettler-Toledo
7. Avoiding Costly Mistakes When Implementing A New Augmented Reality Support Program
Tim Spencer, SVP and GM Service Operations, BUNN
8. Helping Customers Help Themselves With The Right Digital Tools
Scott Tarran, Director, Service Operations / RSO, Bruker AXS
9. Establishing The Most Important Metrics To Be A World Class Service Organization
Mike Torpey, Global Director Ortho Care Service Applications, Ortho Clinical Diagnostics
10. Demand Forecasting And Capacity Planning Best Practices
James M Joyner, VP Global Operational Excellence, Astec Industries
11. Application And Device Security: What Is The Best Solution And How Is Your Security Team Changing Your Field Tech’s User Experience?
Jon Kent, Manager, Corp Field Service Mobility, Cox Communications
12. Optimizing Call Center And Field Service Teams On Work That Can Be Completed Either Remotely Or Onsite
Angela Hunter, Technical Support Manager, bioMerieux
Bob Korman, Center of Capabilities and Agility Manager, bioMerieux
13. Making Safety A Priority To Protect Your Traveling Technicians
Brad Barros, Service Manager, Canada, Fairbanks Morse Engine
14. Workplace Injury Prevention: Tactics for The Aging Workforce
Michelle Waters, Area Manager, Gas Operations, We Energies
15. Why The Next 5 Years In Field Service Won’t Be Like The Past 5 Years
Mike Lynn, Director Of Customer Support Operations, Automated Packaging Systems
16. Lessons Learned From Successful Acquisitions
Eric Paulik, Director Global Field and Customer Service, Philips
17. Taking The Plunge: Making The Case For New Tech To Get Your Service Organization In Fighting Shape
Reeve Bunn, President, DSL Ltd.
Hart Levine, CFO, DSL Ltd.
18. Optimizing Call Center Procedures To Create A Better & Efficient Customer Experience
Daniel M. Przislicki, VP Service Support Operations, Canon Solutions America
19. Meeting Customer Intimacy Goals With Enhanced Service Operations
Brian Heaton, Senior Manager Field Service, Omnicell
20. Using Artificial Intelligence To Predict The Probability Of Parts Fixes
Rodger Smelcer, VP, United Service Technologies
21. Strategic Expansion Of Your Service Business Through Acquisitions
Mike Klehr, SVP Field Operations, MEI
22. Taking Into Account “Digital Diversity” When Establishing Self Service Initiatives
Russ Jensen, Director 311 & 211, City of Knoxville
23. Overcoming Challenges When Supplementing Internal Technician Resources With External Workforce Service Partners
R. Steven Tungate, VP/GM, Service, SCM and Innovation, Toshiba America Business Solutions
24. Change Management Best Practices
Scott E. Day, COO, Mr. David’s Flooring International
25. Differentiating Yourself From The Competition With Process And Technology Enhancements
Mark Crook, VP Energy Services, HomeServe USA
26. Shifting Support Models As Customer Needs Evolve
Charles M. Byrd, Director of Implementation and LRL Support, Roche Diagnostics
27. Helping Customers Help Themselves With The Right Digital Tools
David D. Douglas, VP Service Management, Scientific Games
28. Tribal Knowledge Collection And Dissemination
Paul Davy, Director of Manufacturing and Field Service, Halo Labs
29. Technician Training Best Practices
Drey Taylor, Director, Field Service, Acuity Brands Lighting
Jack McCabe
Vice President & General Manager, Utility Vegetation Management SolutionsDavey Resource Group
Michelle Waters
Area Manager, Gas OperationsWe Energies
5:15 pm - 6:15 pm
20 Years Of Service Club Wine Tasting – Limited Seats Available
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 wine. Limited seats available. Sign up at the Registration Desk on a first come, first served basis.
6:15 pm - 7:15 pm
Old Hollywood Glam Reception
The paparazzi will be fighting for a ticket to this party! Enjoy elegant food, drinks, and games with Ol' Blue Eyes in the background. Fur, pearls, and bow tie optional.