Field Service Palm Springs 2020

September 29 - October 02, 2020

JW Marriott Palm Desert Resort & Spa, CA

Steven Zannos, Senior Director, Customer Care at Electrolux Major Appliances NA
Electrolux Major Appliances NA Logo

Steven Zannos

Senior Director, Customer Care
Electrolux Major Appliances NA

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

Download The Latest Agenda

Deep-Dive Workshop Day: Mastering the Art of Field Service

Tuesday, April 21st, 2020

11:00 AM Workshop B1: The Gig Economy and Its Impact on Field Service

We have all heard the terms “gig economy”, “Uberize”, “sharing” and “freelancers”, but how can these things impact our world of Field Service?  Aren’t these just for ridesharing?  The reality is that many industries are already using freelancers to run service calls and support existing service networks.  This is not just happening in the Tech Industry or just B2B.  There are many other industries that have implemented or are in the process of implementing this type of service model.  During this workshop, we will have an open discussion on…

-Is this something you should be looking into?  
-What technology do you need and how would you get started?  
-Are there people outside of you service network that can perform my service calls?
-What are the right type of calls to run through this model?

Customer Advocacy: Putting Customers at the Heart of Your Business

Thursday, April 23rd, 2020

2:50 PM Panel: Best Practices in 3rd Party Service, Freelance and Contractor Management

Our expert panelists discuss balancing service delivery though third-party and in-house field service technicians, the pros and cons of each approach, as well as performance KPIs, compliance requirements and factors that may influence customer experience and brand perception. Join this panel for practical recommendations on:

  • Managing costs and optimizing your service delivery model by finding balance between third-party and in-house workforce
  • KPIs: How do metrics differ from in-house to 3rd party technicians?
  • Exploring freelance management solutions to keep it all straight
  • Ensuring a proper representation of your brand when using 3rd parties