Field Service Palm Springs 2020

September 29 - October 02, 2020

JW Marriott Palm Desert Resort & Spa, CA

Scott Allison, Chief Customer Officer - Service Logistics at DHL Supply Chain
DHL Supply Chain Logo

Scott Allison


Chief Customer Officer - Service Logistics
DHL Supply Chain

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

Download The Latest Agenda

Customer Advocacy: Putting Customers at the Heart of Your Business

Thursday, April 23rd, 2020


8:35 AM Panel: Revenue Growth Opportunities: Finding Untapped Goldmines in Aftermarket Services

Doing more with less is the new norm for the field service industry, but with the transition to the latest technology and outcomes-based service models the possibilities to evolve as a service business and deliver better customer experience are endless. 

Our expert speakers from ABB, a Fortune Global 500 pioneer  in robotics, power, heavy electrical equipment, and automation, DISH Network, one of the biggest U.S. direct-broadcast satellite television providers, and Samsung, a global manufacturer of consumer electronics, will benchmark their service strategies, recent successes and lessons learned and will weigh in opportunities the future holds for their respective businesses and service-reliant industries overall:

-Moving to the outcomes-based service, and why it is a win-win for all industry stakeholders
-Shifting from the cost-center perception and demonstrating the true value of service
-Investing in your customer success to maximize your service revenue in the long run
-Tech investments that help you upgrade your processes and infrastructure to deliver better quality service to the customer

9:10 AM Panel: Leveraging Predictive Analytics and Maintenance for Improved Customer Service

With the power of predictive field service, the impossible becomes possible and inefficiencies become the thing of the past. The industry has been transitioning from the reactive to proactive and, recently, predictive service model for several years now, and this panel explores real-life examples of predictive maintenance successes and lessons learned. Join our expert panelists for an overview of: 

-First things first: Establishing the foundation for an effective predictive maintenance strategy
-Making sure you are getting the right data from your machines
-Pricing structure changes as a result of predictive maintenance
-Ensuring you have the right technology and processes to support your predictive maintenance strategy

12:20 PM Panel: The Crucial Role of Field Service: Helping Customers Connect with Your Brand

For decades, the role of service on overall customer experience and perception of the brand has been shifting. Servitization has ‘gained a lot of muscle’ to become a widely applicable principle for many leading organizations. Many consider service to be a focal point that outweighs any other aspect of a purchasing experience and customer loyalty, regardless of the industry you are in.

Our expert panelists weigh in the role of service in creating positive customer experiences, and what you can do today to excel at securing new customers and contract renewals. Key takeaways include: 

-Exploring the true impact of service and support on your customer interactions 
-Elevating the role of field service to the next level, securing a companywide recognition and support
-Improving your communication with customers
-Positioning your brand and products in the best light through field service