Field Service Palm Springs 2025

April 22 - 24, 2025

JW Marriott Desert Springs, Palm Springs, CA

Jessica Murillo

COO for Technology Lifecycle Services IBM

Jessica Murillo is the Vice President and Chief Operating Officer for IBM’s Technology Lifecycle Services team delivering world class support for IBM and partner servers, storage, and networking equipment. She has held several Infrastructure Services executive leadership positions including Delivery Practice Leader for North America, leading IBM Power Remote Technical Support, and Client Experience and Transformation for IBM’s Infrastructure business unit. In previous roles, Jessica has also led IBM’s Open Systems, Linux, and Cloud development teams as well as the Infrastructure Strategy and Software Product Management teams. She is a master inventor and has authored over 230 patents. Jessica has been a Director on the Linux Foundation Board and currently represents IBM on the Linux Foundation Research Board. She is a member of IBM’s Executive Women’s Diversity Council and is a founding member of IBM’s Infrastructure Diversity Council. Jessica is an advocate for encouraging diversity in STEM careers and has volunteered in local schools sharing her engineering career journey.

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

5:00 PM PANEL: Efficiencies, Efficiencies, Efficiencies: Driving Technician Technology Utilization for Measurable Results

  • Maximizing technician efficiency is essential for improving customer satisfaction, reducing costs and driving business growth. We will explore
  • Technology Adoption: Overcoming barriers to technology adoption and encouraging technicians to embrace digital tools and solutions.
  • Training and Support: Providing comprehensive training and ongoing support to ensure technicians are equipped to effectively use technology.
  • Incentivizing Technology Use: Implementing incentives and rewards to encourage technicians to utilize technology and achieve desired outcomes.
  • Measuring and Tracking Results: Establishing key performance indicators (KPIs) to measure the impact of technology utilization on efficiency, productivity, and customer satisfaction.
  • Continuous Improvement: Fostering a culture of continuous improvement and innovation to drive ongoing optimization of technology usage.

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

Download The Latest Agenda