Ghazanfar Riaz

VP Digital Services Visionet

Ghazanfar Riaz distinguishes himself as a leading expert in Field Services, showcasing extensive knowledge in the Retail, Utilities, and Telecom industries, underscored by his expertise in Asset Management, IoT devices, and the use of AI for the optimization and automation of scheduling and dispatching. His command over Field Service strategy and technology is notable, demonstrated through his effectiveness in engaging customers and fostering business expansion.

His commitment to excellence in Field Service is evident in his strategic contributions to service operation optimization and automation, ensuring that organizations capitalize on the potential of IoT and AI for their scheduling and dispatch activities. Ghazanfar's deep market insights and ability to nurture high-performance teams play a pivotal role in driving profitability and operational efficiency for businesses.

MON, May 6: Deep-Dive Workshop Day

4:50 PM CLOSING PANEL A Global Perspective on Technician Role Change and Expansion: Modernizing and Upskilling to Serve Customers Better and Enhance Loyalty and Longevity

Field service technicians and engineers play a critical role in ensuring customer satisfaction and a smooth customer journey and experience. As technology rapidly evolves, however, more demands are being placed on technician’s shoulders. It is no longer sufficient to be a strong diagnostician and repairer of equipment as the suite of service offerings -- remote and on-site – and the technology applications that support resolution and knowledge capture, are increasingly more complex and sophisticated.

Learn how service organization are:

· Training technician today to ensure their skills remain current and relevant now and in the future

· How they are capturing, managing and transferring knowledge to the next generation service technician/engineer

· Focusing on soft-skills training and digital enablement to ensure technician success in the field

Without question, digitalization is changing the frontline technician and engineer role from what it was just a few years ago. How are these evolving roles changing how service organizations hire, onboard and train technicians? What new skill sets are needed? What former imperative skill sets are not as necessary, and why? How should frontline supervisors adapt their management style to these new realities and changes as their role is changing as well?

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

Download The Latest Agenda