Field Service Virtual Event

September 30 - October 02, 2020

Online

10:30am - 6pm ET

Marlene Kolodziej, Vice President, Centralized Services at Ricoh USA, Inc.
Ricoh USA, Inc. Logo

Marlene Kolodziej


Vice President, Centralized Services
Ricoh USA, Inc.

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

Download The Latest Agenda

Thursday, October 1, 2020: ACCELERATING THE DIGITIZATION OF FIELD SERVICE IN RESPONSE TO THE PANDEMIC

Thursday, October 1st, 2020


12:50 PM Panel Key Technologies Field Service Organizations Should Be Investing In Today to Ensure Business Continuity and Growth in a Post-Pandemic Economy

Join us for a live, interactive discussion about the key technologies that will be driving the future of field service in the post-pandemic world. Key takeaways include: 


  • The new norm: accelerating investments in digital in order to meet customers’ evolving needs in the post-pandemic economy
  • The next level of service automation: elevating service digital maturity to the next level 
  • Business continuity: identifying hidden business opportunities coming out of the pandemic and capitalizing on them

Friday, October 2, 2020: THE EVOLUTION OF CUSTOMERS’ NEEDS IN TIMES OF COVID-19 AND BEYOND

Friday, October 2nd, 2020


11:20 AM Keynote Integrating the Voice of the Customer (VOC) in Your Long-Term and Short-Term Strategy

Dr. Marlene Kolodziej, DBA knows what the customer wants best – until September 2019, she provided strategic and operational leadership for the Service Delivery organization, managed the implementation of enterprise-wide solutions and oversaw the establishment of the Technology Innovation Center at Northwell Health, a nonprofit integrated healthcare network that is New York State’s largest healthcare provider.  


Following her achievements at Northwell Health, Marlene joined The Ricoh Company, a Japanese multinational imaging and electronics organization with an annual sales revenue exceeding 13 billion dollars. As Ricoh USA’s Vice President of the Centralized Services, she is responsible for reorganizing service operations to drive efficiency, prioritizing investments in innovative technology, establishing a standard-setting process oversight, and creating a centralized voice of the customer (VOC).


In this keynote, Marlene discusses the two sides of the service coin – from the point of view of a customer and a service provider – and shares practical recommendation on how to put yourself in your customer’s shoes without compromising service revenue and business growth. Key takeaways include: 


  • Exploring what critical problem-solving looks like (process vs problem solving)
  • Resolving the underlying causes of operational inefficiencies and customer dissatisfaction
  • Integrating the VOC into your roadmap, short-term and long-term strategy
  • Bridging the gaps between real-life customer experience and your evolving business goals