Dave Hartley | Field Service Palm Springs

Field Service Palm Springs 2025

April 22 - 24, 2025

JW Marriott Desert Springs, Palm Springs, CA

Dave Hartley

Vice President of Customer Care TransLogic, a Swisslog Healthcare company

Wed, April 23: Day 2 - The Future of Service: Embracing Necessary Disruption and Accelerating Tech Adoption to Solve Real Customer Problems

11:30 AM MASTERMIND TOPICAL DISCUSSION Attracting Gen Z to the Service Trades, But How?

While TikTok and other social media platforms can help reach Gen Z, what’s the right messaging to get them to consider service as a career? What other methods are you using to attract this important cohort of the future? Part of the discussion will include Q&A with a Gen Z engineering student, Nate Dodge, who is exploring his career options. 

 

Table 1 Facilitator - Andy Kaszyucki, Senior Director, Network & Field Operations, Northwestel

Table 2 Facilitator - George Roberts-Smith, Group CEO, MCTF

Table 3 Facilitator – Dave Hartley, VP Customer Care, Translogic, a SwissLog Healthcare company

 Table 4 Facilitator - Jon Kent, Director, Field Service Transformation, USIC 

Thu, April 24: Day 3 - AI Advisory Lab Day - Personalization and Contextualization, and Self-Service Models to Meet Customers’ Rapidly Evolving Needs

10:00 AM PANEL: Personalization & Contextualization: Moving Toward More Customized (and Less Cookie-Cutter) Service Offerings

The era of one-size-fits-all service is over. Today's customers demand personalized experiences that address their specific needs and context. This dynamic panel discussion will explore how leading organizations are leveraging data and technology to deliver the right service, at the right time, to the right customer. 

This session will delve into the practical applications of these key concepts, including: 

  • Data-driven personalization: How to collect, analyze, and leverage customer data (including service history, product usage, and real-time data) to anticipate needs and tailor service interactions. 
  • Contextual awareness: Understanding the customer's environment, industry, and specific situation to provide relevant and timely service solutions. 
  • Technology enablement: Exploring the role of CRM, IoT, AI, and other technologies in enabling personalized and contextualized service delivery. 
  • Impact on key metrics: Examining how personalization and contextualization can improve customer satisfaction, first-time fix rates, service efficiency, and revenue generation. 

Our expert panel will share real-world examples, best practices, and actionable strategies for implementing personalized and contextualized service offerings. This session is a must-attend for field service leaders looking to elevate their customer experience and drive business growth.

Check out the incredible speaker line-up to see who will be joining Dave.

Download The Latest Agenda