Field Service USA 2017 (past event)
April 18 - 21, 2017
JW Marriott, Palm Springs, CA
1.888.482.6012
Main Conference Day One: Embracing Innovation To Enhance Your Service Organization - Wednesday, April 19, 2017
Pre-Summit Networking Activity - Monday, April 17, 2017
Service Advancement Workshop Day - Tuesday, April 18, 2017
Main Conference Day One: Embracing Innovation To Enhance Your Service Organization - Wednesday, April 19, 2017
Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017
Main Conference Day Three: Building Blocks For The Future Of Optimized Service - Friday, April 21, 2017
7:00 am - 7:55 am Registration & Breakfast In The Exhibit Hall
We’ve done all the legwork before the show, so you’ll be able to identify which solutions will work for your business as soon as you walk into the Exhibit Hall. Test drive the most relevant solutions and find your next long-term partner here. For solution providers, there’s no better place to showcase your brand. And did we mention the Minute-To-Win-It games, specialty coffees, mimosas, giveaways, cash prizes, and much more? You won’t want to leave the Exhibit Hall!
7:55 am - 8:10 am Welcome Remarks & Ice Breaker
8:10 am - 8:25 am Chairperson’s Opening Address
8:25 am - 9:00 am Fireside Chat: Vision From The C-Suite
A panel of C-Level executives from leading organizations that have service as their top priority will shed light on major initiatives of the C-Suite. From how service plays into competitive strategy to macro-level business trends, this is a session you won't want to miss. In fact, 2016’s version of this interview was at standing-room only, so set a reminder on your phone now to ensure you witness this forward-looking discussion with the top minds in business management.
9:00 am - 9:20 am Embracing Innovation To Achieve The Next Generation Of Service And Support
What does tomorrow’s service and support organization look like? What do we need to do today in order to be ready for the future of service? Where are both the common and not-so-common innovations we can embrace in order to be a world-class service organization? John, who’s been managing quality, client care, and technical support at IBM for almost 20 years will share this insight with you inspiring ideas to help you be one of the first to achieve the next generation of service and support.
9:20 am - 9:40 am Using KPIs To Maintain Excellence In A Mature Market
Art’s team is very strong with managing their KPIs successfully. They’ve gone through several acquisitions recently so it’s forced them to examine different cultures and how employees are measured. They’ve narrowed it down to some key metrics that are very accurate, all which he will share with you during this presentation.
•Changing the culture of how to measure people post-acquisition
•Determining which metrics should be your key measures
•Publishing technician measurements monthly
•Identifying opportunities to increase performance
9:40 am - 10:00 am Service Transformation: The Cornerstone Of Your Digital Journey
Across many industries innovation is creating powerful synergies between connected devices, the cloud, and business applications. At the same time, global competition is unrelenting and when product margins are under pressure, manufacturers and service providers must look for new ways to drive their businesses growth. Learn how companies are embracing digital transformation and leveraging service as a key area of that transformation to drive efficiency, profits and customer experience.
10:00 am - 10:40 am Refreshment & Networking Break In The Exhibit Hall
10:40 am - 11:00 am Establishing The Right Technology To Enable Wide Use Of Digital Services
Decisions on hardware, data structures, integrated services and services that will enable digitalization for customers while actually making the field service force more efficient are critical to industry leadership and even survival in some cases. Scott will share how Thyssenkrupp, one of the most advanced organizations in field service, enabled their innovative digital services program.
11:00 am - 11:40 am PANEL: Creating An Effortless Experience For Your Customers To Receive Real-Time Support
Being customer centric, achieving the next-generation of customer support, being a company your customers love to do business with. These are common priorities for 2017 and you'll learn specific ways to achieve this from leaders in service who will discuss:
•Making multiple channels available for your customers to get support whenever they need it
•Making multiple channels available for your customers to get support whenever they need it
•Identifying technologies that can create a better customer experience, from an enhanced web portal to an app and more
•Providing your customers with the info they need – not too much or too little
•Taking Uber-like or B2C strategies and applying them to a B2B environment
11:40 am - 12:00 pm An Enterprise Mobility Platform That Can Take The Strain Off
The mobile workforce is no longer an emerging trend; it’s a facet of the modern organization that’s here to stay, and one that can provide as many challenges as it does advantages. On one hand, you get a more flexible and agile workforce. On the other, device management, security fears, and IT complexity can be a real burden.
They needn’t be, though. With the right strategy and the right solutions, you can strip the complexity from managing mobile devices, applications, and content, and focus entirely on the benefits of a workforce that can get a job done from anywhere and at any time.
He will talk about the top challenges surrounding mobility and how an integrated Enterprise Mobility Management service can help you overcome them.
Don’t miss this opportunity to see Enterprise Mobility from AT&T, and discover how you can embrace mobility without looking back.
12:00 pm - 12:30 pm Refreshment & Networking Break In The Exhibit Hall
12:30 pm - 1:30 pm GUEST SPEAKER: The Opportunity And The Obligation To Innovate
For a company to be truly disruptive and grow, it must create an environment wherein every employee is not only allowed to contribute to the advancement of the mission, they feel a deep-seated Obligation to Innovate. That's the kind of environment and work ethic Scott has spent a lifetime advancing: from developing tools and techniques to recover from the Space Shuttle Columbia accident to developing innovative medical devices and enhancing safety on the slopes of the world's highest mountains, he draws on his background working in extreme environments as a catalyst for innovation in daily life. He can transfer this mindset to your workforce with powerful examples from aerospace, medicine, mountaineering and everyday life with engaging, relatable stories and good humor!
Blue Marble Exploration
Scott Parazynski
Astronaut Engineer, Medical Doctor, Inventor, AdventurerBlue Marble Exploration
1:30 pm - 2:30 pm Lunch
Track A: Service Parts Management
2:30 pm - 2:40 pm Chairperson’s Opening Address
Track B: Connected Products
2:30 pm - 2:40 pm Chairperson’s Opening Address
Track C: Service Innovation
2:30 pm - 2:40 pm Chairperson’s Opening Address
Track D: Service Model Best Practice Board Rooms
2:30 pm - 2:40 pm Service Model Board Rooms2:30 – 3:10
Dealer/Distributor Model
Ira M. Busman, VP Customer Service, Okuma America Corporation
3:10 – 3:50
Outsourced/3rd Party Service Model
Moderator TBC
3:50 – 4:30
Less Than 150 Technicians
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics
2:40 pm - 2:40 pm Developing Flexible Capacity To Manage Variation In Demand
As repair turn-around-times decrease, demand becomes more volatile. Historic rules of thumb for resourcing and supply chain management no longer apply. Organizations must become much more creative when managing parts and labor. How are you tackling this volatility in order to reduce lead-times and cost?
This presentation addresses how you can:
•Size the challenge
•Select the best options for keeping costs in check while remaining flexible
Andy and his teams have reduced overhaul turn-around-times 65% and increased on-time-delivery 90% …and that was the easy part. Sustaining improvements is what’s tough, and capacity flexibility is what’s key.
2:40 pm - 2:40 pm We’re Engaged: Training A Field Service Team Despite Long Distance
Training a spread out field service team is a challenge on its own, but keeping them engaged is a whole other barrel of worms. Thankfully, Luminex seems to have developed just the right global training technique to help managers sleep at night. This session equips you with the tools you need to keep the cogs running smoothly, whether your entire team is located on the same coast or if you have one outlier in Shanghai.
•Take advantage of Skype, YouTube, and teleconferences rather than diminish their time and your resources with a “travel to train” approach
•Deter employee drop-off by surveying them for areas of improvement
•Hear lessons learned and understand the importance of communication when you manage an internal or global team
Track C: Service Innovation
2:40 pm - 3:00 pm Leveraging Real-Time Data In The Field To Gain Customer Confidence And Raise Expectations•How can we provide more value from the information available in the field?
•Getting to the point of a precise appointment time instead of a window of time
•Using field data to optimize scheduling, inform sales of opportunities, and more
•Determining the best way to get through the myriad of data that comes from the field
Track D: Service Model Best Practice Board Rooms
2:40 pm - 3:00 pm Service Model Board Rooms2:30 – 3:10
Dealer/Distributor Model
Ira M. Busman, VP Customer Service, Okuma America Corporation
3:10 – 3:50
Outsourced/3rd Party Service Model
Moderator TBC
3:50 – 4:30
Less Than 150 Technicians
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics
Track A: Service Parts Management
3:00 pm - 3:30 pm Transform Your Next Generation Field Service Organization To Drive Customer Experience ResultsField service management has traditionally been viewed as a cost center for service organizations. But what if field service management was a critical, connected part of your overall customer experience organization including marketing, sales, and commerce? What would that do for your business? Today organizations are transforming their field service operations with fresh thinking and innovative technology to reduce costs, enhance productivity, increase satisfaction, while differentiating their brand.
Join Oracle to discuss firsthand how Field Service is evolving with the concept and now driving next-generation customer service experiences.
Track B: Connected Products
3:00 pm - 3:30 pm Building A Culture Of Safety: How Republic Services Uses Road Safety Best Practices To Foster Safe Driving, Accountability And High Employee Engagement
Track C: Service Innovation
3:00 pm - 3:30 pm Future-Ready Field Mobility And Productivity
Track D: Service Model Best Practice Board Rooms
3:00 pm - 3:30 pm Service Model Board Rooms2:30 – 3:10
Dealer/Distributor Model
Ira M. Busman, VP Customer Service, Okuma America Corporation
3:10 – 3:50
Outsourced/3rd Party Service Model
Moderator TBC
3:50 – 4:30
Less Than 150 Technicians
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics
Track A: Service Parts Management
3:30 pm - 4:10 pm PANEL: Building A Cohesive Service Parts Logistics Program That Puts The Right Part In The Right Place At The Right Time
Speakers:
Jorge Torres Hardware Services Global Strategic Programs, Global Services Operations Ericsson
Blake Bolton Director, Global Logistics and After Market Services ViaSat
Stephen Abate Service Director – Americas Edwards, Part of the Atlas Copco Group
Mike Ross Director of Product Strategy Baxter Planning Systems
Steven Caldwell VP Product Management PTC
Jorge Torres Hardware Services Global Strategic Programs, Global Services Operations Ericsson
Blake Bolton Director, Global Logistics and After Market Services ViaSat
Stephen Abate Service Director – Americas Edwards, Part of the Atlas Copco Group
Mike Ross Director of Product Strategy Baxter Planning Systems
Steven Caldwell VP Product Management PTC
Rave-worthy customer service can't exist without the infrastructure to get service parts where you need them and when. This is an ongoing balancing act that changes as your customers and their needs continue to shift, but this experienced panel will ensure you have the right processes in place for success, even as your business evolves.
• Deciding where to locate distribution centers
• Establishing effective order management processes
• Explaining how logistics and service can best work together for an optimal service logistics program
• Measuring the effectiveness of your parts logistics program to ensure long-term success
Ericsson
• Deciding where to locate distribution centers
• Establishing effective order management processes
• Explaining how logistics and service can best work together for an optimal service logistics program
• Measuring the effectiveness of your parts logistics program to ensure long-term success
Jorge Torres
Hardware Services Global Strategic Programs, Global Services OperationsEricsson
Track B: Connected Products
3:30 pm - 4:10 pm PANEL: Leveraging IoT To Transform Field Service
The Internet of Things (IoT) is making its way into most aspects of field service allowing for better, more efficient service and ways for service organizations to identify more revenue generating opportunities. The minute it's turned on, enormous amounts of data become available to interpret and risks like cyber security and connectivity arise. Learn from our panel of experts how to best leverage IoT, no matter what percentage of your products are connected.
• Educating your customers on remote connectivity/IOT and building trust with them to use it
• Using IOT data to carry out more predictive maintenance and transform field service
• Using your predictive data to change service offerings to generate more revenue
• Connection best practices and overcoming security issues
• Educating your customers on remote connectivity/IOT and building trust with them to use it
• Using IOT data to carry out more predictive maintenance and transform field service
• Using your predictive data to change service offerings to generate more revenue
• Connection best practices and overcoming security issues
Track C: Service Innovation
3:30 pm - 4:10 pm PANEL: Enhancing Remote Technician Support To Improve Performance
There are a lot of tools on the market today to help your field engineers do their job better. How do you sort through them to determine what's best for your organization. And what lessons are early adopters learning that you can leverage as you enhance the tools your technicians use. Our expert panel will discuss:
• What tools will ensure you remotely help your technicians to get the job done
• Dispatching the lowest cost technician and ensuring they are successful
• Setting the stage for the next step: Remote support to help customers do it themselves
• What tools will ensure you remotely help your technicians to get the job done
• Dispatching the lowest cost technician and ensuring they are successful
• Setting the stage for the next step: Remote support to help customers do it themselves
Track D: Service Model Best Practice Board Rooms
3:30 pm - 4:10 pm Service Model Board Rooms2:30 – 3:10
Dealer/Distributor Model
Ira M. Busman, VP Customer Service, Okuma America Corporation
3:10 – 3:50
Outsourced/3rd Party Service Model
Moderator TBC
3:50 – 4:30
Less Than 150 Technicians
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics
Track A: Service Parts Management
4:10 pm - 4:20 pm Innovation Spotlight:
Track B: Connected Products
4:10 pm - 4:20 pm Innovation Spotlight: A New Way To Integrate Your Fleet For Maximum Efficiency In Field Service
Track C: Service Innovation
4:10 pm - 4:20 pm Innovation Spotlight: Three Costly Mobile Field Service Mistakes To Avoid
Track D: Service Model Best Practice Board Rooms
4:10 pm - 4:20 pm Service Model Board Rooms2:30 – 3:10
Dealer/Distributor Model
Ira M. Busman, VP Customer Service, Okuma America Corporation
3:10 – 3:50
Outsourced/3rd Party Service Model
Moderator TBC
3:50 – 4:30
Less Than 150 Technicians
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics
The Exhibit Hall
4:20 pm - 5:05 pm Refreshment & Networking Break In The Exhibit HallSpecial Event: Invitation Only
4:20 pm - 5:05 pm Women In Service Conclave
Build strong connections with women service leaders early in the conference. Learn how others have navigated the corporate jungle gym and found support, their views on the future of service, even what books are on their night stands! Celebrate the successes of your fellow women executives and make new friends to ensure an even more productive experience at Field Service USA.
Ready to connect and inspire now? Request to join our newly created Women In Service LinkedIn group to start the discussion!
https://www.linkedin.com/groups/8586372
Ready to connect and inspire now? Request to join our newly created Women In Service LinkedIn group to start the discussion!
https://www.linkedin.com/groups/8586372
General Session
5:05 pm - 6:05 pm Toolbox Talks
Speakers:
Charles Johnson Multi Vendor Operations, Project Manager Philips Healthcare
Aleem Khawaja Customer Complaints Manager / Service Process Integrator BD Life Sciences
Jon Kent Manager, Corp. Field Service Mobility Cox Communications
Karen Lehr Director of Customer Care Ice-O-Matic
Edward Prignano VP and Corporate Counsel Safe Home Control
Glenn Wanamaker Training & Product Manager of US Service Mar Cor Purification
Stephen Smith VP Strategic Industries ClickSoftware
Lee Wagner Area Vice President, Mobility Solutions Services AT&T
Patrice Eberline VP of Customer Transformation ServiceMax
Gary York CEO Help Lightning
Scott Cozzo VP Sales Enablement Diabsolut
Jim Crowl VP Parts & Repair Services ABB Inc.
Mike Landry President Barkawi Management Consultants
Jim Flinton Vice President, Technology and Medical Business OnProcess Technology
Aaron J. Williams Mobile Security & Mobile Threat Management AT&T
Sarah Nicastro Publisher/Editor In Chief Field Technologies
Charles Johnson Multi Vendor Operations, Project Manager Philips Healthcare
Aleem Khawaja Customer Complaints Manager / Service Process Integrator BD Life Sciences
Jon Kent Manager, Corp. Field Service Mobility Cox Communications
Karen Lehr Director of Customer Care Ice-O-Matic
Edward Prignano VP and Corporate Counsel Safe Home Control
Glenn Wanamaker Training & Product Manager of US Service Mar Cor Purification
Stephen Smith VP Strategic Industries ClickSoftware
Lee Wagner Area Vice President, Mobility Solutions Services AT&T
Patrice Eberline VP of Customer Transformation ServiceMax
Gary York CEO Help Lightning
Scott Cozzo VP Sales Enablement Diabsolut
Jim Crowl VP Parts & Repair Services ABB Inc.
Mike Landry President Barkawi Management Consultants
Jim Flinton Vice President, Technology and Medical Business OnProcess Technology
Aaron J. Williams Mobile Security & Mobile Threat Management AT&T
Sarah Nicastro Publisher/Editor In Chief Field Technologies
Like the "Choose Your Own Adventure" books your middle-schoolers are reading. Pick the topics that will make the biggest impact on achieving your 2017 priorities. Through facilitated discussion you'll tap into the collective expertise of your peers. Your toolbox will be overflowing!
#2 Leveraging Your CRM To Improve Scheduling Efficiency And Allow For Better Data
Edward Prignano, VP and Corporate Counsel, Safe Home Control
Learn how Safe Home Control reduced phone calls from field service technicians, improved scheduling efficiencies, and sped up the scheduling process.
#3 Deploying Global KPIs With Consistent Meaning As Your Business Grows Throughout The World
Aleem Khawaja, Customer Complaints Manager / Service Process Integrator, BD Life Sciences
Discuss how to monitor ‘paired’ KPIs to manage consistent service delivery to end customers.
#4 Parts And Service Pricing Strategies
#5 International Customs Management For Service Parts
Karen Lehr, Director of Customer Care, Ice-O-Matic
#6 Redefining Service’s Role In A Company’s Growth And Profitability
Stephen Smith, VP Strategic Industries, ClickSoftware
A customer-centric service approach can have a dramatic impact on a company’s bottom line. KissMetrics found that over 70% of customers have ended their relationship with a company due to poor service. Companies such as Amazon, Netflix, and Uber are raising the bar when it comes to customer service, resulting in increased customer expectations and making customer-driven service improvements a top priority. Public and private sectors are experiencing this shift in the service market, fighting legacy systems, processes and culture that limit the ability to transform their approach to service. Join us for a lively and passionate discussion as we profile field service professionals as the new brand ambassadors, and underscore the impact field service has on growth and profitability for your company.
#9 Large Scale Deployment Of Augmented Reality And Virtual Presence
Gary York, CEO, Help Lightning
#10 Fresh Tactics For Enhancing The Customer Experience
Scott Cozzo, VP Sales Enablement, Diabsolut
#11 Taking Steps Toward Predictive Modelling With Big Data
Charles W. Johnson, Multi Vendor Operations, Project Manager, Philips Healthcare
Discuss how mobility systems can be linked to your business intelligence to optimize everything from travel routes to field resource staffing and skills required.
#12 Simple Is Better – Everyday Tools To Make Your Life Easier
Jon Kent, Manager, Corp. Field Service Mobility, Cox Communications
#13 Making The Business Case For A Mobile App For Your Service/Install Business
Glenn Wanamaker, Training & Product Manager of US Service, Mar Cor Purification
#14 Digital Business Transformation: Leveraging Analytics To Optimize The Field Service Event
Jim Flinton, VP, Technology and Medical Business, OnProcess Technology
#15 The New Normal: How the Integration of Field Services and Parts Can Create Increased Customer Satisfaction
Mike Landry, President, Barkawi Management Consultants
#1 Four Strategies To Effectively Metric Out Your Service Organization
Sarah Nicastro, Publisher/Editor In Chief, Field Technologies
#2 Leveraging Your CRM To Improve Scheduling Efficiency And Allow For Better Data
Edward Prignano, VP and Corporate Counsel, Safe Home Control
Learn how Safe Home Control reduced phone calls from field service technicians, improved scheduling efficiencies, and sped up the scheduling process.
#3 Deploying Global KPIs With Consistent Meaning As Your Business Grows Throughout The World
Aleem Khawaja, Customer Complaints Manager / Service Process Integrator, BD Life Sciences
Discuss how to monitor ‘paired’ KPIs to manage consistent service delivery to end customers.
#4 Parts And Service Pricing Strategies
Jim Crowl, VP Parts & Repair Services, ABB
#5 International Customs Management For Service Parts
Karen Lehr, Director of Customer Care, Ice-O-Matic
#6 Redefining Service’s Role In A Company’s Growth And Profitability
Stephen Smith, VP Strategic Industries, ClickSoftware
A customer-centric service approach can have a dramatic impact on a company’s bottom line. KissMetrics found that over 70% of customers have ended their relationship with a company due to poor service. Companies such as Amazon, Netflix, and Uber are raising the bar when it comes to customer service, resulting in increased customer expectations and making customer-driven service improvements a top priority. Public and private sectors are experiencing this shift in the service market, fighting legacy systems, processes and culture that limit the ability to transform their approach to service. Join us for a lively and passionate discussion as we profile field service professionals as the new brand ambassadors, and underscore the impact field service has on growth and profitability for your company.
#7 An Enterprise Mobility Platform That Can Take The Strain Off
Aaron J. Williams, Mobile Security & Mobile Threat Management, AT&T
#8 Creating An Outcome-Based Business Model
Patrice Eberline, VP of Customer Transformation, ServiceMax#9 Large Scale Deployment Of Augmented Reality And Virtual Presence
Gary York, CEO, Help Lightning
#10 Fresh Tactics For Enhancing The Customer Experience
Scott Cozzo, VP Sales Enablement, Diabsolut
#11 Taking Steps Toward Predictive Modelling With Big Data
Charles W. Johnson, Multi Vendor Operations, Project Manager, Philips Healthcare
Discuss how mobility systems can be linked to your business intelligence to optimize everything from travel routes to field resource staffing and skills required.
#12 Simple Is Better – Everyday Tools To Make Your Life Easier
Jon Kent, Manager, Corp. Field Service Mobility, Cox Communications
#13 Making The Business Case For A Mobile App For Your Service/Install Business
Glenn Wanamaker, Training & Product Manager of US Service, Mar Cor Purification
#14 Digital Business Transformation: Leveraging Analytics To Optimize The Field Service Event
Jim Flinton, VP, Technology and Medical Business, OnProcess Technology
#15 The New Normal: How the Integration of Field Services and Parts Can Create Increased Customer Satisfaction
Mike Landry, President, Barkawi Management Consultants
#16 Topic TBC
Executive, RealWare
Tables 17 – 21: For more information on how to be a part of the discussion and to sponsor a roundtable, contact Evan Speight, Sponsorship Sales Manager at 1 646.200.7828 or evan.speight@wbresearch.com.
Invitation Only
5:05 pm - 6:05 pm C-Level Network
It’s a private room set away from the busy conversations of the conference. You have to be on the list to get in. Only a small group will assemble - 15 or so, all C-level executives from the world's leading service organizations. In candid conversation you'll discuss the service and business strategies that will most impact your organization's growth. By invitation only. Request yours by contacting program director Sara Mueller at sara.mueller@wbresearch.com or 1 239.451.4155.
6:05 pm - 11:59 pm Vintage Carnival Reception
Food, drinks, games, and live carnival acts.
Hosted by Dell & Field Nation
Hosted by Dell & Field Nation