Webinars

Learn how leveraging real-time data, predictive analytics, and optimization techniques can streamline workflows, improve customer satisfaction, and boost profitability. Industry experts will share best practices and actionable insights to help your organization harness the power of data for smarter, faster decision-making in field service management.

Speakers:

• Jeff Martin ,VP of Global Sales Strategy, Lytx
• Martin Baker, Director, Transportation Safety, Badger Inc.
• Mike Pelaez, VP Safety & Compliance, Airgas Dry Ice | Airgas National Carbonation
• Roger Bias, Sr. Global Field Operations and Improvement Manager, Catalina Marketing
  

This 47-minute video explores how AI and IoT are revolutionizing field service operations for industrial equipment manufacturers. Drawing from a recent WBR Insights survey sponsored by Cumulocity, our expert panel will discuss the integration of smart connected machines, highlighting benefits like remote monitoring, predictive maintenance, and optimized scheduling. You'll also gain insights into overcoming challenges in system integration, data security, and device management, while discovering which AI-driven technologies will shape field service strategies in the coming years.

Speakers:

• Amir Pasdar, Senior Manager Intelligent Connected Solutions, Henny Penny
• Ricky Singh, VP, IoT Americas, Cumulocity
• Chris Rand, Head of Research, WBR Insights

Key Takeaways:

• Expert panel discussion: Hear directly from seasoned professionals about their experiences and takeaways related to mobile workforce management.
• Insightful analysis: Understand the current state of mobile workforce management based on comprehensive research involving senior leaders from operations, field service, IT, and finance.
• Strategic recommendations: Discover actionable strategies to enhance your mobile-first initiatives, directly from industry leaders.
• Customization and customer engagement: Learn about the crucial role of web and mobile applications, user-created data elements, customer portals, and customizable dashboards in creating a modern mobile user experience.
• Enhancing user interfaces: Delve into why user interfaces fall short and how FSMs with optimized user interfaces can improve your field service operations.

Speakers:

• Chris Rand, Head of Research, WBR Insights
• Michael Israel, VP, Customer Engagement, Zuper
• Mark Scharaga, Chief Executive Officer, Sora Partners
  

Key Takeaways:

• What challenges the Field Service Industry is facing right now
• Strategies and technologies that companies can leverage to enhance their customer interactions
• The significance of involving customers in every step of service work to prevent long-term issues
• The value of building a personal relationship with customers and becoming a trusted advisor to ensure customer loyalty and positive referrals

Speakers:

• Michael Israel, Vice President, Zuper
• David Nour, Founder and CEO, Avnir

Embark on a journey through the five essential dimensions reshaping the future of service excellence for leading companies. Firstly, witness the power of agility, driving swift adaptations to meet evolving customer needs. Then, explore the innovative realm of reimagined service delivery, crafting unforgettable customer experiences. Next, uncover the harmonious blend of artificial and human intelligence, propelling predictive insights and personalized interactions. Dive into the realm of change leadership, where transformative strategies inspire innovation from within. Lastly, embrace diversity as the catalyst for innovation and growth. Join us in discovering how these focal points are propelling businesses towards unparalleled success in today's dynamic landscape, while preparing them for the exciting future of service.

Key Takeaways:

• Understand what it means to transform your service management solution and the impact on your business.
• How you can use self-service to solve your service demands. Industry leading PSO solutions and how they play into the service lifecycle.
• Learn about remote assistance and augmented reality and how those fit into the service lifecycle.
• How to increase your customer experience through surveys where we see a 400-600% increase in survey responses.

Speaker:

Marne Martin, President, Service Management, EAM and Global Industries, IFS

Key Takeaways:

• How your challenges, initiatives and technology use compare with other service organizations
• Real-world examples of companies who are leading the charge in service transformation
• What you should prioritize in 2023 to enable your workforce and delight your customers
• How service organizations can overcome their biggest challenges
• What other service organizations have on their wish list and are looking to invest in in the future

Speaker: 

Sarah Nicastro, Creator, Future of Field Service and VP, Customer Engagement, IFS

Join us for an informative and entertaining webinar on the latest trends in ESG through WBR research and conversation among subject matter experts from across all aspects of field service management technology industry landscapes. You'll also hear first-hand accounts from one practitioner who’s already undertaken this journey!

During this webcast, you'll learn:

• What a successful culture of driver excellence looks like
• The data and analytics that can be provided by smartphone telematics technologies
• How telematics data can be combined with additional driver data for holistic view of driver performance
• How mobile technologies can help maintain employee engagement
  
• The results of Ecolab’s ‘Vision Zero’ mission incorporating smartphone technology and a crash-free culture®

Featured Speaker:

• Jim Noble, Vice President, Risk Engineering, eDriving

Attracting the right people is hard enough. But attracting high quality talent during a global skills shortage is even more difficult, especially for the elusive field service technician, a role that continues to rank in the top five most challenging positions to fill. While this is a global challenge, it is also a great opportunity for businesses to embrace innovation and change. Join Marne Martin, President of the Service Management Business Unit at IFS, as she provides insight on why the service industry needs to evolve not just their strategy, but their mindset when it comes to the global skills shortage. Marne will provide both a thought leadership perspective and tactical advice on how businesses can use technology adoption, such as AI, remote service, and IoT, to overcome many challenges the skills shortage has created.

Learn from a TOP service expert on how to close the loop with your field service and customer service teams to improve your product and service quality. You’ll see the benefits of a closed-loop process as well as how you can structure the process for your own organization.

Key Takeaways:

• Understanding the value of the data you already possess and recognizing the clues (i.e. cases, work orders, asset readings, sensor data) in order to identify what requires further investigation
• The value of early detection and exactly how to prevent future issues and safety concerns
• An in-depth analysis on predictive intelligence and how it can help you and your team identify problems and deploy changes quickly

Featured Speaker:

• Rob Schaefer Product Management Director – Field Service Management ServiceNow
  

Key Takeaways:

• The business opportunity associated with Field Service solutions
• Actionable insights that allow organizations to effectively overcome common challenges associated with Field Service solution deployment
• Real-life use cases as to how these insights have helped other organizations

Featured Speaker:

• Michael Shannon, Senior Product Manager, KoreWireless

During this webcast, Patrice will cover key topics such as:

• Identifying and aligning priorities with the c-suite
• Understanding and using key KPI’s to deliver profitability consistently 
• Developing a future ready field team

Featured Speaker:

• Patrice Eberline, Vice President, Global Customer Transformation, ServiceMax from GE Digital

Key Highlights:

• Leverage messaging, voice, video or push to talk - all in one app
• Troubleshoot with teams to solve issues faster
• Stay connected with colleagues at the office
• Eliminate wasted time between jobs

Speakers:

• Joshua Duclos, Field Service Manager, Vivint Smart Home
• Scott Ewart, Product Manager, Zinc

Key Takeaways:

• Learn what’s possible now and what’s likely in the future as a result of Design Thinking.
• Envision how your organization can incorporate the products born from Design Thinking.
• Keep your competitive edge and sleep better at night knowing you’re on the cutting edge with “future proof” field service solutions.

Featured Speaker:

• Martin Knook, CEO Gomocha

• Get insight into how Textron Specialized vehicles is empowering their mobile employees with greater visibility into service issues to improve sales and service
• Learn how they automated business processes and reduced their invoice turnaround time
• See how they've enhanced the day-to-day operations of their technicians to improve productivity and utilization

• Cheryl Fremaux, CIO from Textron
• Tim Watt, Director from PWC
• Dana Chery, Director of Product Marketing from Salesforce

• Understanding how organizations who have begun to change their service models are winning
• Seeing how your organization compares to others
• A path forward for your organization

• Ron Salvador, Vice President, Sales Business Transformation at PTC

Key Takeaways:

• Top employee frustrations with mobile technologies and how to solve them
• The biggest challenges with today's mobile technologies according to top IT decision makers
• Key recommendations for Enterprise Mobility investments in the next 12 months 

Speakers:

• Jay Klauser, Systems Engineer, NetMotion
• Sean McBride – Senior Manager, International Technical Support & EU Field Services, Aviat Networks
• Roger O’Connor, VP of Product Support, Gosiger
• Frank Steinocher, CIO, Shumate Mechanical

Key Takeaways:

• 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

Featured Speaker:

• Paul Whitelam, VP Product Marketing from ClickSoftware

Key Takeaways:

• Best practices for automating your processes and connecting service touch points
• How to redefine the role of the service technician to an expand-selling brand ambassador
• How to transform the customer experience in order to boost cross-selling and up-selling
• Ways to harness business intelligence—uncover which KPIs to measure and how to leverage the data
• Real-life examples showcasing how Astea’s premier customers improve profitability

Speakers:

• Julius Chepey, Chief Information Officer, APi Group, Inc.
• David Giannetto, Chief Operating Officer from Astea International
• Emily Hackman, Director of Global Marketing from Astea International

Key Takeaways:

• Improve visibility to your service operations
• Create a faster, compliant resolution between quality and service    
• Increase efficiency of your mobile workforce

Speakers:

• Lisa Halteman, Global Technology Director: Service & Repair Product Line Owner, Johnson & Johnson Medical Devices
• Gowri Shankar Vembu, Director, Field Services and Repair Center of Excellence, Cognizant Technology Solutions