April 23 - 26, 2019
JW Marriott Palm Desert Resort & Spa, CA
Friday, April 26, 2019 | Service Organizations-Only Interactive Roundtable Focus Day: Put Your New Ideas Into Action!
For service organizations only or sponsors of this day
Your brain is spinning from the hundreds of great ideas you’ve heard and all the solution providers you’ve talked to that can help your service organization. Now what?! Don’t let overwhelm lead to inaction. The final day of Field Service will be centered around interactive conversation with only your service organization peers so you can put an action plan in place for the most important strategies you want to carry out.
Find out how other service organizations implemented the top projects you have in mind: what worked, what mistakes they made that you won’t have to, what they candidly think of the solution providers you’ve shortlisted. Roundtable conversations will focus on the key themes of the conference and will be an energizing, action-oriented way to end the event after three jam-packed days of conferencing.
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!
8:00 am - 8:30 am Breakfast
7:30 am - 8:30 am Field Service Advisory Board Private Breakfast
8:30 am - 8:45 am Chairperson’s Opening Remarks
8:45 am - 9:15 am Interactive Roundtable #1 On The Pool-Side Patio | The Next Phase Of Leveraging Data & IoT
9:15 am - 9:45 am Interactive Roundtable #2 On The Pool-Side Patio | Technician Field Tools (AR, Voice Recognition, Mobile, Etc.)
9:45 am - 10:15 am Interactive Roundtable #3 On The Pool-Side Patio | Customer Success Tools (AI, KM, Etc.)
10:15 am - 10:45 am Interactive Roundtable #4 On The Pool-Side Patio | Team Engagement
10:45 am - 11:15 am Networking & Refreshment Break
11:15 am - 11:35 am Shifting Your Customer Base To A More Outcomes Based Result To Remain CompetitiveJeff Coleman - President, National Accounts, Comfort Systems
- Moving from task, time, and frequency driven service to an outcome or uptime based approach
- Establishing a shared risk/reward model
- Ways to get your customers to engage in conversation around this topic so it becomes more mainstream in the next 3–5 years
- Getting your customer’s finance and procurement departments on board
Jeff ColemanPresident, National Accounts
11:35 am - 11:55 am Driving Change Management In Service OperationsPeter Seyfert - Director, Service Agreements, Service Portfolio Management, Siemens Building Technologies
Peter will share a use case that focuses on Siemens’s implementation of a customer-facing web portal, a technical resource to share information with their service customers. The presentation will detail the steps they followed to gain the support and adoption by their operations team in the field in order to make it successful.
Peter SeyfertDirector, Service Agreements, Service Portfolio Management
Siemens Building Technologies
11:55 am - 12:15 pm Moving Your Organization Towards Customer Success (Because Customer Support Is Dying)Nick Chang - VP, WW Customer Success & Services, BlueData
- How customer success is different than customer support
- Gathering the right information about your customer so you can be predictive and proactive in the services you are offering
- Evolving your offerings for customer retention
- Concrete practices to move the needle of service
Nick ChangVP, WW Customer Success & Services
12:15 pm - 12:35 pm Using Behavioral Assessments To Recruit And Retain Your TeamRoy Dockery - Vice President, Field Operations, Swisslog Healthcare Solutions
- Discussing the use of behavioral assessments to retain and recruit employees
- Identifying the most effective attributes in your service organization
- Recruiting a new generation of service technicians that fit the culture of your existing service organization
Roy DockeryVice President, Field Operations
Swisslog Healthcare Solutions
12:35 pm - 1:35 pm Luncheon
1:35 pm - 2:35 pm Closing Guest Speaker | Fix The Employee Experience to Eliminate 90% Of Your Customer Experience IssuesAnnette Franz - Chief Executive Officer, CX Journey
Session details coming soon – stay tuned!
Annette FranzChief Executive Officer