Tim McDougal

Service Excellence Leader, Deloitte Consulting

Tim has 25-plus years of consulting experience and is the leader of Deloitte Digital’s Service Excellence group. He brings a unique and global perspective to contact center projects by advising clients in the transformation of customer operations to meet the evolving expectations of consumers. He has a proven track record of providing guidance on all aspects of customer and contact center strategic transformation, operational and process improvement, operating model rationalization, and enabling technology.

Tue, April 22: Day 1 - Deep-Dive Workshop Day - The Next Generation of Leadership: Evolving Your Style and Influence Skills to Fit the Times and New Workforce Realities

2:50 PM Sponsor Workshop 11 Field Service and the Connected Aftermarket Transformation

Join us for an insightful presentation on how connected products and advanced technologies are transforming the field service and aftermarket sectors. We will explore the entire lifecycle of field service operations, emphasizing the importance of real-time data, predictive maintenance, and seamless communication between call centers and technicians. As market trends indicate a growing adoption of IoT and data analytics, Deloitte Digital is leading the way with pioneering solutions. Experience interactive demonstrations, including the Apple Vision Pro and Vegetation Management solutions, to see how technology enhances field service efficiency. Additionally, discover Deloitte’s Unlimited Reality assets, featuring the Dream command center and state-of-the-art drone applications. Be part of this event to envision the future of field service, driven by continuous innovation and technological advancements.

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

1:25 PM Partner-Led Roundtables

(One 40-minute session)

Table #1 - Prioritizing Agents for Field Service Teams – Moderated by Michael Gonazlez, VP, Product Management, Salesforce; and Chris Battles, SVP, Product Management, Field Service, Salesforce

Table #2 - Future of Field Service – Moderated by Tim McDougal, Excellence Leader, Deloitte Consulting

Eric Kaes, Field Service Leader, Deloitte Consulting

Table #3 - Leveraging Gen AI to Deliver Enhanced Service and Field Service -- Moderated by Bill Donlan, CEO, Astound Digital; and Wes Garlok, Director, Salesforce Technical Architect, Astound Digital

Table #4 - VASS

OTHER POSSIBLE TOPICS

Accelerating Tech Adoption: How to Make Digital Tools Sticky for End-Users

Service System Rollouts: How to Execute Faster and Make them Less Painful

Self-Scheduling and Auto Scheduling: Getting the Right Tech With the Right Skills to the Right Customer

Using an E-Commerce Platform to Make Your Service Parts Management More Efficient and Cost Effective

Diagnosing and Fixing the Right Problem … Not the Problem You Think Customers Have

Proactive Service Strategies: Anticipating Needs in a Data-Driven World

Technician Utilization: Metrics and Steps to Ensure Proper Resourcing and Deployment

Learning Management Systems: Why You Need One to Better Train and Upskill Your Team

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

Download The Latest Agenda