April 17 - 20, 2018
JW Marriott Palm Desert Resort & Spa, CA
Deep-Dive Workshop Day - Tuesday, April 17, 2018: Elevating Your Service Business In A Digital World
7:00 am - 8:00 am Registration & Breakfast
8:00 am - 8:15 am Welcome Remarks & Ice BreakerSara Mueller, Portfolio Director, Program Development,Field Service Events
8:15 am - 8:30 am Chairperson’s Opening RemarksSteve Andrew, Vice President, Marketing,IFS Mark Brewer, Global Industry Director, Service Management,IFS
8:30 am - 8:50 am Transform With Digital Or DieBrad Haeberle, Vice President, Solution & Service Portfolio - Building Technologies,Siemens
This presentation will demonstrate how Siemens has grown faster than the market by transforming our traditional field based service business with focus on the following components:
- New digital smart services
- New ways to collaborate with customers
- New ways to deliver services more efficiently by implementing digital tools
Brad HaeberleVice President, Solution & Service Portfolio - Building Technologies
8:50 am - 9:35 am PANEL: Transforming Your Service Business Model From Selling A Product To Selling An OutcomeArthur McGinn Jr., EVP, Service,Canon Solutions America Gary Johnson, VP Global Technology, Optimization and Business Operations, Global Service,Pitney Bowes Charles Hughes, Vice President, Field Services,Acuative Venki Subramanian, Senior Director, Product Management,ServiceNow Jeff Blum, Senior Vice President, North America - West,KONE
- Moving from selling a product to selling a value service, result, or up-time
- Adding service revenue streams and adjusting payment models to reflect paying for up-time
- Integrating service more closely with R&D
- Having strategic dialogue with stakeholders to drive change necessary to thrive in the new service business
- Putting a plan in place to make your business model evolution happen, rather than falling behind your competition
Arthur McGinn Jr.EVP, Service
Canon Solutions America
Gary JohnsonVP Global Technology, Optimization and Business Operations, Global Service
Charles HughesVice President, Field Services
Venki SubramanianSenior Director, Product Management
Jeff BlumSenior Vice President, North America - West
9:35 am - 9:55 am Applying Technology Innovation To Real World Service ProblemsTim Spencer, Senior Vice President & General Manager, Service Operations,Bunn-O-Matic
9:55 am - 10:15 am Exhibitor Meet & Greet
Have a key solution you are shortlisting? Curious about a new technology? Take advantage of this sneak peak opportunity to meet our exhibitors before the Hall officially opens.
10:15 am - 10:30 am Espresso Yourself Refreshment & Networking Break
10:30 am - 11:30 am Workshop A: Oxford Style Debate: What’s The Most Effective Way To Increase Service Profitability, By Adding More Value Or Reducing Cost?Nick Chang, Vice President, Global Customer Success & Technical Services,BlueData Steven Caldwell, Vice President, Business Transformation,PTC Mark Hessinger, Vice President, Global Customer Services,3D Systems Patrick Murray, Director, US Service — Western Region,ABB
Customers’ expectations of service have changed. They aren’t always willing to pay for higher service contracts, especially if they feel they can get the same level of service elsewhere cheaper. So organizations have to continually evolve to ensure they are providing services perceived as valuable to customers. At the same time, field service technologies have erupted across the marketplace, allowing you to do your job better, faster, and cheaper. If you had to prioritize one route to greater profitability and customer longevity, which would you choose: bringing to market more value-added services, or maximizing efficiency? First, we’ll poll the audience to find out where they stand. Then each side will have a chance to provide opening and rebuttal statements. Finally, we’ll close with questions from the audience and then a closing poll to see how our debaters may have changed your mind.
Nick ChangVice President, Global Customer Success & Technical Services
Steven CaldwellVice President, Business Transformation
Mark HessingerVice President, Global Customer Services
Patrick MurrayDirector, US Service — Western Region
10:30 am - 11:30 am Workshop B: Mindful ServiceDavid McCoy, Director, Technical Service,Ariel Corporation
While technology has revolutionized the service industry it is critical to remember that service is an attitude and culture that requires mindfulness from the top down. In this workshop we will explore some examples and the benefits of Mindful Service.
David McCoyDirector, Technical Service
10:30 am - 11:30 am Workshop C: Conditioned Based Maintenance And Prognostic Health ManagementVasiliy Krivtsov, Director of Reliability Analytics,The Ford Motor Company
- Get hold of historical data on maintenance/repairs of your equipment to estimate respective failure rates.
- Identify cost of preventive maintenance vs. cost of failures (in terms of $$$ or availability).
- Use the methodology discussed in the workshop to identify the optimal maintenance intervals that maximize the reliability/availability of your field service equipment.
- Brainstorm physical or virtual sensors (as the one discussed in the workshop) to foresee and prevent equipment failures.
Vasiliy KrivtsovDirector of Reliability Analytics
The Ford Motor Company
10:30 am - 11:30 am Workshop D: Implementing An SSX (Support And Services Experience) Strategy For Greater Customer SatisfactionKendra Dahlstrom, HPC & AI Strategic Projects Manager,Hewlett Packard Enterprise
- Why product-centric cultures aren’t helping us “win” with customers
- What is SSX and how does it differ from CX (customer experience) and UX (user experience)?
- How to influence the rest of your company using an SSX strategy
- How to determine your success
Kendra DahlstromHPC & AI Strategic Projects Manager
Hewlett Packard Enterprise
11:30 am - 12:30 pm Workshop E: Your Digital Journey: Benchmarking Your Service TransformationPatrice Eberline, Vice President, Global Customer Transformation,ServiceMax from GE Digital
We are in an age of acceleration as relates to equipment understanding, process optimization, and competitive differentiation, and increasingly service is the glue that binds the three together. The way in which we approach service evolution and transformation will not simply affect short-term goals but will set companies up for long-term growth and value. Join Patrice Eberline, VP of Global Customer Transformation as she speaks to the importance and process of the first step in your journey, that of benchmarking your service organization and setting a path for transformational success.
Patrice EberlineVice President, Global Customer Transformation
ServiceMax from GE Digital
11:30 am - 12:30 pm Workshop F: How Changes In The Manufacturing Industry Are Impacting Field ServiceGary Brooks, Chief Marketing Officer,Syncron Erik Lindholm, Head of Product Strategy,Syncron
The manufacturing landscape is shifting faster than ever, and companies are being faced with new challenges that will require them to adapt quickly to avoid being left behind by competition. With average EBIT margins for aftersales services at 25 percent, compared to 10 percent for new equipment, manufacturers are capitalizing on this significant opportunity to optimize service.
Join Syncron in this interactive workshop as we discuss the major trends in manufacturing that will have a significant impact on field service operations in 2018 and beyond, including:
- The shift from transactional, break-fix model to subscription-based product uptime
- Autonomous vehicles and the share economy
- Workforce development and the implementation of Artificial Intelligence
- Market disruptors and distractions
Gary BrooksChief Marketing Officer
Erik LindholmHead of Product Strategy
11:30 am - 12:30 pm Workshop G: Ditch The Clipboard: How To Transform Connected Service From The Phone To The FieldKendra Fumai, Senior Director, Product Management,Salesforce Service Cloud
11:30 am - 12:30 pm Workshop H: The Field Service Journey – Understanding the impact of LTE-M and 5G on today’s service modelDan Miller, Director of Industry Solutions – Manufacturing,AT&T
The function of field service is a journey, not a destination. Over the years, technologies like mobility and IoT have allowed the process of service to transform. Where once assets were considered stranded and disconnected, they are now, or can report on condition, location, consumption levels and other key metrics. Some companies are even looking at advanced analytics to drive smart ticketing and response to reduce service truck rolls. The underlying requirement for many of these models is connectivity. The industry is at another inflection point. The impending deployment of LTE-M and 5G stand to once again change the model for the better. In this workshop AT&T will:
- Discuss best in class service models today
- Review the topologies and possibilities of LTE-M and 5G
- Look at integrated service models that leverage analytics within the service lifecycle
- Look at what service will look like in 5 years with emerging technologies and networks
Dan MillerDirector of Industry Solutions – Manufacturing
12:30 pm - 1:30 pm Lunch
12:30 pm - 1:30 pm Private Wine-Tasting Lunch For Group Raffle Winner
Most organizations bring several members of their team or related departments (IT, service sales & marketing, training, technical support, call center, managed services, etc.) to Field Service. There
is so much going on each day, it’s impossible for one or two people to grasp all the ideas being shared and sessions taking place. Attending the event is a great way to recognize your employees, build rapport among leaders, or offer a crash course to someone coming from a different industry.
Get Even More Value When You Register 5 Or More People:
Register 5 or more and be entered into a raffle to win a Private Wine-Tasting Lunch with your entire team on April 17th!
1:30 pm - 2:30 pm Workshop I: Meet The 2018 Field Service Awards Finalists Part 1
Category 1: Best Service & Support Strategy Team Implementation
Featuring Finalists From:
Medtronic Gastrointestinal and Hepatology (GIH)
Category 2: Most Effective Technology Deployment To Increase Service Levels
Featuring Finalists From:
Moderated by the Field Service Advisory Board
1:30 pm - 2:30 pm Workshop J: IIoT Journey: Getting Connected And Leveraging Data To Add Service Value For End UsersPeter Officer, Business Team Leader – Aftersales,Hypertherm
Hypertherm is in the midst of an Industrial Internet of Things(IIoT) journey. They are getting their equipment connected, streaming data and leveraging that data to add service value for end users.
While many companies that are much larger may have much more advanced initiatives and capabilities, this is meant to be a workshop to establish effective strategy for smaller companies just trying to get started.
Peter OfficerBusiness Team Leader – Aftersales
1:30 pm - 2:30 pm Workshop K: Retrofitting IoT For Legacy EquipmentJeremy Jones, CIO,Comfort Systems USA
Having pioneered and vetted two independently successful industrial IoT implementions, Mr Jones brings unique experience to the process around development and cybersecurity. This session will focus on:
- Explaining the need for retrofitting IoT for equipment that was built to last
- Identifying what you would like to monitor and how to manage the data
- Making a complex problem simple
- Handling retrofitting when a customer decides to no longer work with you
Comfort Systems USA
1:30 pm - 2:30 pm Workshop L: Building A Value-Added Distributor Relationship With Your OEM PartnersRoger O'Connor, Vice President, Product Support,Gosiger
- Establishing the team you need for a successful partnership
- Going beyond basic “Break-Fix” services - Contracts and SLAs
- Adopting the culture of the OEM to become an extension of their company
- Creating metrics to ensure you are meeting and exceeding expectations
Roger O'ConnorVice President, Product Support
2:30 pm - 3:30 pm Workshop M: Flawless Field Service At Your Fingertips: The Key To Maximizing Productivity, Customer Experience And Employee EngagementDavid Schulze, Vice President, Business Development,Cognito iQ
Join our workshop to discover what we think makes a big difference in field service today. And when done well, can impact the efficiency of your field team, the way your business stays ahead of customer demands and motivates and engages your people.
Our workshop is 100% interactive. Plus, with live polling, you can dictate how the workshop flows and what content we cover.
David SchulzeVice President, Business Development
2:30 pm - 3:30 pm Workshop N: Roadmap To Success In An Outcome-Based Service ModelMichael Mendoza, Field Service Practice Lead,Hitachi Solutions America Ben Vollmer, Global Field Service Lead,Microsoft
2:30 pm - 3:30 pm Workshop O: Transforming Field Service With The CrowdJeff Bonnell, Vice President, Industry Solutions,Coresystems Software USA
Very recently, there has been a convergence of increased customer demands, new business challenges and technology innovations that presents a unique opportunity for field service organizations in the medical equipment industry to dramatically retool field service operations to create a more efficient operation, happier customers and create new business models. Everyone has heard of IoT, Augmented Reality and AI as breakthrough technologies, but there are other factors under the surface that can create dramatic, and positive, change. Partly due to the success of IoT, customers require immediate service response (or 100% uptime if that is the supply model) but field service organizations are burdened by manual systems and, further, losing experienced field service staff to retirement and cannot find enough talent to replace them. In this session, Coresystems will show how Crowd Service is leveraging those technologies to counter the business challenges and take advantage of a growing contingent workforce to counter growing customer demands and create even better outcomes.
Learn how Crowd Service can help you:
- Own the customer touch point throughout the service lifecycle.
- Scale your services business beyond your traditional boundaries.
- Drive new leads and opportunities to grow service and parts revenue
- Achieve a step change in NPS
Jeff BonnellVice President, Industry Solutions
Coresystems Software USA
2:30 pm - 3:30 pm Workshop P: Winning Data: Predicting The Kentucky Derby TrifectaShahar Chen, Chief Executive Officer & Co-Founder,Aquant Assaf Melochna, Chief Operating Officer & Co-Founder,Aquant
Can Artificial Intelligence predict the Kentucky Derby Trifecta? It is all about winning data. Winning data you already have.
Join our session to discover how you can reduce parts consumption, eliminate repeat visits, and generate more $$$, simply by using your own existing data.
Shahar ChenChief Executive Officer & Co-Founder
Assaf MelochnaChief Operating Officer & Co-Founder
3:30 pm - 3:45 pm Cake It Easy Networking & Refreshment Break
3:45 pm - 4:45 pm Workshop Q: Halliburton: Leveraging ProntoForms’ No Code Mobile App Platform to Improve Asset ManagementAlvaro Pombo, Chief Executive Officer,ProntoForms Yamina Hibbard, Global Asset Manager,Halliburton
3:45 pm - 4:45 pm Workshop R: Connect Your Field And Back Office To Improve Service To Cash WorkflowsAndrea Bach, Senior Solutions Consultant,Trimble
- Go paperless and improve service to cash cycle times
- Leverage the data collected from the field to automate back office workflows
- Optimize the processes that connect the field and back office
Andrea BachSenior Solutions Consultant
3:45 pm - 4:45 pm Workshop S: Advancing Your Workforce With Wearables And Augmented Reality (AR)Adam Wooderson, Senior Account Executive,Upskill Stephanie Knosp, Sales Engagement Manager,Upskill Matt Firlik, Vice President, Marketing,RealWear Sean Everett, Vice President, Business Development,RealWear
As more and more field service organizations accelerate adoption of enterprise augmented reality (AR) smart glasses, it’s critical for service leaders to understand how AR and wearables can be used to maximize both your technology and workforce investments. Join this workshop to learn about the enterprise augmented reality space and how it can drive your digital transformation strategy for your workforce. Key topics covered:
- How to evaluate the different technologies available
- Where AR should live within your existing operations
- Ways to drive workforce engagement and adoption
- Successful strategies for selling AR internally
Adam WoodersonSenior Account Executive
Stephanie KnospSales Engagement Manager
Matt FirlikVice President, Marketing
Sean EverettVice President, Business Development
4:45 pm - 5:45 pm Workshop U: Meet The 2018 Field Service Awards Finalists Part 2
Category 3: Most Innovative Approach To Service Delivery
Featuring Finalists From:
High Wire Networks
Siemens Healthcare CS LD Service Lifecycle Management (SLM) Team
Moderated by the Field Service Advisory Board
4:45 pm - 5:45 pm Workshop V: Leveraging Augmented Reality To Liberate Expert KnowledgeJohn DuBay, Trane Building Services - Digital Strategies,Ingersoll Rand
The next big disruption will be the empowerment of all service providers to service all equipment, all the time, anywhere, for any customer at the most competitive price. IoT platforms will host analytics, connectivity, and expert knowledge as integrated to remote devices like Google Glass and tablets to create a digital service ecosystem that anyone can subscribe to. This will significantly lower the cost of service and give customers on demand choices for their provider.
John DuBayTrane Building Services - Digital Strategies
4:45 pm - 5:45 pm Workshop W: Fostering An Entrepreneurial Spirit Within A Service TeamPatrick Webb, Sales Director - Americas,GE Transportation
As service business models and the skills required of your service team are shifting, how do you know whether you are creating an effective culture within your organization? Patrick Webb believes strongly in the necessity of an entrepreneurial spirit among your service team, and will show you – step-by-step – how to get there.
Patrick WebbSales Director - Americas
4:45 pm - 5:45 pm Workshop X: Customer Service Transformation Driven By Customer Feedback And Continuous ImprovementCara Fuller, Senior Director, Global Support Delivery,WEC Energy Group Joan Gilson, Senior Consultant, Work Methods & Development,We Energies
We Energies and Wisconsin Public Service Company are the largest regulated electric and gas utilities serving residential, business and agriculture consumers in the state of Wisconsin. We have made a significant customer service transformation over the last 10 years as we have hundreds of thousands of points of contact with customers each year through various transactions. We’ll take a deeper dive into one of those customer outreach processes – our We Care program – and explain how the program began and where we are today. You will learn how we:
- Engage field employees to drive positive change and continuously improve.
- Capture and act on customer feedback.
- Value all sides of a transaction – the employee(s), the transaction, the customer.
Cara FullerSenior Director, Global Support Delivery
WEC Energy Group
Joan GilsonSenior Consultant, Work Methods & Development
5:45 pm - 7:15 pm Western Saloon Reception On The West Lawn
Yee-haw! Lasso up your colleagues and friends and settle into the dessert with a little bull riding, vintage casino games, and good ol’ Tex Mex.