April 21 - 24, 2020
JW Marriott Palm Desert Resort & Spa, CA
2018 Media Center
Key highlights include:
- Identify the key components of worker efficiency and potential bottlenecks
- Understand the impact of emerging technologies such as IoT and Augmented Reality on workforce efficiency
- Improve customer experiences by leveraging a more productive workforce
- Paul Whitelam, Group VP of Product Marketing at ClickSoftware
- Sarah Rodermund, Director of Field Service at Vivint
- Erik Mikkelsen, Manager of Field Service Technology at Vivint
- The best ways to take advantage of messaging without adding to your bottom line
- What type of messages stand out and get immediate responses
- Reaching employees wherever they are.
- Making your mobile messaging secure and compliant
- Itai Tzivon, Senior Product Marketing Manager - Advanced Mobility Solutions from AT&T
- How to move beyond visibility of field technicians leveraging next generation mobile solutions
- About empowering your field workers with access to critical customer, job, and asset information when and where they need it
- To delight customers while providing reliable appointment windows, accurate arrival times, and real time status updates of mobile workers. Creating moments of joy!
- How to address the needs of your field service organization with purpose-built mobile technology
- David Krebs, Vice President, Enterprise Mobility & Connected Devices, VDC Research
- Katelyn Burrill, Product Marketing Manager, ClickSoftware
- Chris Johnston, Director of Mobility Business Development and Partnerships, HP Inc.
SPEAKER: Arthur N. McGinn Jr., EVP Service, Canon Solutions America
Artís team is very strong with managing their KPIs successfully. Theyíve gone through several acquisitions recently so itís forced them to examine different cultures and how employees are measured. Theyíve narrowed it down to some key metrics that are very accurate, all which he will share with you during this presentation.
- Changing the culture of how to measure people post-acquisition
- Determining which metrics should be your key measures
- Publishing technician measurements monthly
- Identifying opportunities to increase performance"
SPEAKER: Stephen Smith, VP Strategic Industries, ClickSoftware
Increased customer expectations are having a major influence on field service across a wide array of verticals and making field service a focal point of business strategy. Customer experience and brand loyalty are increasingly the keys to ongoing revenue and commercial health. This workshop will explore the many business benefits of a service centric approach as well as highlight areas of focus to continually derive value as field services operations shift from static and tactical to agile and strategic. A range of examples will be presented to illustrate the value of moving to a service centric approach.
SPEAKER: Scott Day, EVP Product & Business Strategy, Thyssenkrupp Elevator Corporation
Decisions on hardware, data structures, integrated services and services that will enable digitalization for customers while actually making the field service force more efficient are critical to industry leadership and even survival in some cases. Scott will share how Thyssenkrupp, one of the most advanced organizations in field service, enabled their innovative digital services program.
SPEAKER: Andrew Jenkins, Director of Programs and Operations, Engine Services, Rolls-Royce
As repair turn-around-times decrease, demand becomes more volatile. Historic rules of thumb for resourcing and supply chain management no longer apply. Organizations must become much more creative when managing parts and labor. How are you tackling this volatility in order to reduce lead-times and cost?
This presentation addresses how you can:
- Size the challenge
- Select the best options for keeping costs in check while remaining flexible
Andy and his teams have reduced overhaul turn-around-times 65% and increased on-time-delivery 90% Öand that was the easy part. Sustaining improvements is whatís tough, and capacity flexibility is whatís key.
- Conrad Hofmeyr, Founder & CEO, JourneyApps.
- Denny Cahill, VP Lifecycle Services, Emerson Automation Solutions
Welcome to Field Service USA!
Sara Mueller, Portfolio Director, Program Development, Field Service Events.
Welcome to Field Service USA!
SPEAKER: Billy Wang, VP Service Operations, Schneider Electric
You need more than the right tools and processes in order for your company to have long-term success as a service organization. You need a culture that can embrace change and be willing to always put the customers' needs first. Learn how Schneider Electric, one of the largest service organizations in the world, has created a culture of service excellence that you can bring to your company too.
Greg Parker, Director of Product Management, Trane
Greg recently sponsored and launched two social knowledge transfer platforms company-wide resulting in 300 percent improvement in support productivity and a significant improvement in employee engagement.
Learn about some exciting new options for social and mobile knowledge transfer and how to identify whether a similar approach will work in your organization. Greg will share some of the latest successful knowledge transfer options and the story behind their success. You will learn best practices for taking a strategic approach to digital knowledge transfer and gain tips on assessing current knowledge transfer efforts. You will also walk away with key questions to ask to determine if whatís worked elsewhere will work for your business, and how you can ensure engagement with any new programs under consideration for rollout.
- Hear about innovative new knowledge transfer options and what makes them successful
- Learn how to take a strategic approach to knowledge transfer
- Gain a process for assessing current knowledge transfer processes to identify new opportunities for innovation and improvement
- Learn how to ensure that a potential process is an organizational 'fit'
SPEAKER: Ed McMurray, VP of Field Operations, Tokyo Electron Americas
According to Forbes, Millennials will make up 46% of the workforce by 2020. Ed has successfully integrated over 100 millennials into the workforce in the last 2 years. Heíll share whatís been successful so you can ramp up your recruitment and retention strategies immediately, and capitalize on the next generation of employees that will be servicing your customers.
SPEAKER: Greg Parker, Director of Product Management, Trane
The ever-growing Internet of Things, which is expected to connect tens of billions of devices by the year 2020, offers a wealth of opportunities for service businesses. Discover the potential of connected buildings and how it can successfully drive your service business. Hear what a strategic approach entails and how you can avoid connectivity for connectivityís sake alone. Working from the connected building industry as a case study example, learn about the critical strategic decisions that need to be made so that you can successfully expand current offerings to meet audience demand. The presenter will identify key steps and best practices needed to monetize a connected solution. Attendees will walk away with how to identify the space they want to own and they can evolve their brands.
- Learn how to take a strategic approach to building a connected strategy for your service business
- Identify the critical strategic decisions that need to be made to expand current offerings to meet audience demand
- Hear what steps you need to make to monetize a connected solution
- Learn how you can identify the IoT space you want to own to evolve your brand
SPEAKER: John Manasso, GM, Technology Support Services - N. America, IBM Global Technology Services
What does tomorrowís service and support organization look like? What do we need to do today in order to be ready for the future of service? Where are both the common and not-so-common innovations we can embrace in order to be a world-class service organization? John, whoís been managing quality, client care, and technical support at IBM for almost 20 years will share this insight with you inspiring ideas to help you be one of the first to achieve the next generation of service and support.
Turning the schedule into an advantage. You no longer have to endure the headaches, delays, and hidden costs of outdated scheduling paradigms.
Check out these five secrets of today’s mobile workforce scheduling solutions…and where they are headed!
- You can move beyond manual processes
- You don’t have to be a big telecom company
- You can improve customer satisfaction
- You can support the 1099 workforce
- You can get started today
There were many lessons to be learned about field service and customer support in 2017 due to a number of factors, including responses to multiple natural disasters; evolving patterns of customer needs, requirements and expectations; a changing competitive landscape; etc.
In this special report, Bill Pollock, President & Principal Consulting Analyst at Strategies For Growth℠ shares his takeaways from the Field Service Fall 2017 event in Amelia Island. Click on the image to download the report now.
In this second in a series of 3 guides, we explore how the key to Delighting Customers literally lies in the hands of your service people. With the right technology, not only can you measure customer experience but you can impact it so powerfully it changes the face of service overnight.
Over the past decade, service has emerged as a huge driver of revenue and customer satisfaction. Customers now choose a piece of equipment based not on specific product attributes, but on the quality of the service that a company can provide, or what level of guarantee they have that the product will be operable. Service is now seen as an important competitive differentiator.
In this brief report, we give you a snapshot on the latest strategies and technologies you’ll need to gain competitive advantages in customer satisfaction and increase service revenue.
The future of service has never looked so promising, but along with the potential waiting to be unlocked, one big question looms. How can businesses continue to evolve their level of servitization to deliver high customer satisfaction, efficient management of front and back-end processes, and revenue growth as their operations grow in complexity?
While this report cannot predict the future, we will take a deep look into research gathered from the service executives in the Field Service event community who shared their insights through an anonymous survey. These 100 responses make up a cross-section of the industry, representing manufacturers and servicecentric organizations with revenue levels from SMB with less than $100 million in revenue annually to enterprise, with over $500 million.
The results analyzed in this report indicate that in order to achieve peak revenue and profitability from service as a manufacturer or service-centric organization, a holistic approach to servitization is important, taking into account factors that go beyond supporting the technician in the field, linking their on-site actions with solutions that create visibility for the back-office and allow otherwise complex processes such as reverse parts logistics, warranty management, and technician scheduling optimization to be handled on a fluid basis.
Is Your Company Ready for Connected Field Service? Efficiency is the at the crux of cost management and fiscal sustainability for field service companies. Integrated technologies that empower field service employees help improve customers’ experience, driving ROI and financial stability. This whitepaper addresses reasons to embrace Connected Field Service, Opportunities in Connected Field Service Technologies, and how to use Connected Field Service to improve efficiency Click on the image to download now!