Field Service USA 2017 (past event)
April 18 - 21, 2017
JW Marriott, Palm Springs, CA
1.888.482.6012
Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 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
7:30 am - 8:15 am Registration & Breakfast In The Exhibit Hall
8:15 am - 8:20 am Welcome Remarks
8:20 am - 8:35 am Chairperson’s Opening Address
8:35 am - 8:55 am Creating A Winning Service Culture
You need more than the right tools and processes in order for your company to have long-term success as a service organization. You need a culture that can embrace change and be willing to always put the customers' needs first. Learn how Schneider Electric, one of the largest service organizations in the world, has created a culture of service excellence that you can bring to your company too.
8:55 am - 9:15 am The Power Of Validation And It's Impact On Employee Engagement
Ryan’s field service and support team has improved their overall engagement score year over year to a company leading 70% actively engaged or engaged in 2016.
As companies across industries look to gain a competitive advantage outside of products and services, many are now looking to the well being of their employees in order to retain their most valuable and high-performing resources, while at the same time attracting top-tier talent from the outside. This is a difficult journey given employee engagement is a moving target as "wants" and "needs" seem to change with each passing generation. We know employees have an emotional need for their work to be noticed and appreciated, but often times as managers, and organizations, we fall short of these needs even when we have the best of intentions. During this presentation Ryan will walk through Fresenius Kabi’s journey to improve employee engagement and how they use validation, recognition, and attention to the little things in order to help our employees feel safe and engaged so that they channel energy into their work
As companies across industries look to gain a competitive advantage outside of products and services, many are now looking to the well being of their employees in order to retain their most valuable and high-performing resources, while at the same time attracting top-tier talent from the outside. This is a difficult journey given employee engagement is a moving target as "wants" and "needs" seem to change with each passing generation. We know employees have an emotional need for their work to be noticed and appreciated, but often times as managers, and organizations, we fall short of these needs even when we have the best of intentions. During this presentation Ryan will walk through Fresenius Kabi’s journey to improve employee engagement and how they use validation, recognition, and attention to the little things in order to help our employees feel safe and engaged so that they channel energy into their work
9:15 am - 9:35 am Transforming To Best-In-Class Through The Customer Experience
What does best-in-class service look like? How are your customers interpreting their service experience? How do you identify the gaps and transition to best-in-class? You'll get all these answers and more as Ed guides you through their recent service transformation and successes.
9:35 am - 9:55 am IoT In Field Service: Catalyzing The 4th Industrial Revolution
The convergence of telematics, SaaS, Cognitive Computing and IoT is driving disruptive capabilities, enabling more predictive field service. This is dramatically changing how, when and why to service customers and driving down costs while increasing customer satisfaction. This session will provide practical examples of how IoT is being leveraged today and in the future to drive bottom line results as well as sustainable competitive differentiation.
9:55 am - 10:00 am Field Service Benchmarking Study
Answer a brief questionnaire about your service priorities and metrics. We'll then tally the results and package them in a benchmarking report so you can see how your service organization stacks up against others. Have an area you'd like to benchmark, send your ideas to program director Sara Mueller at sara.mueller@wbresearch.com.
10:00 am - 10:40 am Refreshment & Networking Break In The Exhibit Hall
10:40 am - 11:20 am PANEL: Safety Initiatives That Reduce Preventable Accidents And Impact The Bottom Line
11:20 am - 11:40 am The Transition To Contingent Labor: How The Blended Workforce Can Prove To Be A Successful Model
11:40 am - 11:45 am Advancing Service Action Steps Exercise
We guarantee you’ll be inspired by fresh and innovative ideas at Field Service, and that you’ll make new contacts to help you achieve your goals. But sometimes after an event, we get back to our offices and into the flurry of our day-to-day work, and the ideas planted at Field Service don’t receive the nurturing they deserve. We are committed to supporting you in advancing service NOW, not in 6 months or 6 years. This short but sweet exercise will ensure you take the beginning action steps necessary to apply what you’ve learned at Field Service to your organization immediately.
11:45 am - 12:15 pm Refreshment & Networking Break In The Exhibit Hall
12:15 pm - 1:15 pm Toolbox Talks
Speakers:
Chris Westlake VP & GM of Services & Electrical Businesses RK Mechanical
Wayne Fowler Head of Global Service, AutoChem Mettler-Toledo
Tim Spencer SVP & General Manager Service Operations BUNN
David D. Douglas VP Service Management Scientific Games
Donald Reblitz Director of Operations STG Tech Data
Mike Lynn Director Of Customer Support Operations Automated Packaging Systems
Karin Hamel Senior Manager, Service Excellence Schneider Electric
Nate Beckman Senior Business Analyst Safelite AutoGlass
Kelly Frey VP Product Marketing Telogis, A Verizon Company
Eric Clopper Director, Global Services Logistics F5 Networks
Bob Nelson VP Service Manager, Equipment Service, Aftermarket & Parts Administration Ray Lindsey Company
Len Vanderhulst Head of Service Business Development, Global Service Mettler-Toledo
Horacio Saenz Former Head of Marketing Asia Pacific/Americas Global Services Baxter Healthcare
Duane Fisher Senior Region Manager, Commercial Services Medtronic
Joe Lang VP Service -- Region 4 Comfort Systems USA
Eric Winter Executive Vice President of Product Field Nation
Roger O'Connor VP of Product Support Gosiger
Mark Coberly North American Service Manager JCB Construction Equipment
Danny Jamerson Manager of Service Lean RK Mechanical
Laura Flores Market Manager, Field Service DSI
Horacio Saenz Former Head of Marketing Asia Pacific/Americas Global Services Baxter Healthcare
Chris Westlake VP & GM of Services & Electrical Businesses RK Mechanical
Wayne Fowler Head of Global Service, AutoChem Mettler-Toledo
Tim Spencer SVP & General Manager Service Operations BUNN
David D. Douglas VP Service Management Scientific Games
Donald Reblitz Director of Operations STG Tech Data
Mike Lynn Director Of Customer Support Operations Automated Packaging Systems
Karin Hamel Senior Manager, Service Excellence Schneider Electric
Nate Beckman Senior Business Analyst Safelite AutoGlass
Kelly Frey VP Product Marketing Telogis, A Verizon Company
Eric Clopper Director, Global Services Logistics F5 Networks
Bob Nelson VP Service Manager, Equipment Service, Aftermarket & Parts Administration Ray Lindsey Company
Len Vanderhulst Head of Service Business Development, Global Service Mettler-Toledo
Horacio Saenz Former Head of Marketing Asia Pacific/Americas Global Services Baxter Healthcare
Duane Fisher Senior Region Manager, Commercial Services Medtronic
Joe Lang VP Service -- Region 4 Comfort Systems USA
Eric Winter Executive Vice President of Product Field Nation
Roger O'Connor VP of Product Support Gosiger
Mark Coberly North American Service Manager JCB Construction Equipment
Danny Jamerson Manager of Service Lean RK Mechanical
Laura Flores Market Manager, Field Service DSI
Horacio Saenz Former Head of Marketing Asia Pacific/Americas Global Services Baxter Healthcare
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!
#1 Best Practices For Growing Your Service Contract Business
Wayne Fowler, Head of Global Service, AutoChem, Mettler-Toledo
#2 Is Your Service Organization Ready For The Connected Customer?
David D. Douglas, VP Service Management, Scientific Games
Continue to learn the best ways to connect to our customers that provide the best value.
#3 Organizing Your Operations To Best Support The Growth And Satisfaction Of Strategic/Enterprise Accounts
Roger O’Connor, VP Product Support, Gosinger
#4 Putting In Place Metrics And KPIs To Ensure Ongoing Effectiveness Of Your Parts Management Program
Eric Clopper, Director, Global Services Logistics, F5 Networks
#5 Increasing Service Revenue Generation By Leveraging Collaboration Among Service, Sales, And Marketing
Mike Lynn, Director Of Customer Support Operations, Automated Packaging Systems
#6 Optimizing Service Technician Leads And Revenue Generation
Karin Hamel, Senior Manager, Service Excellence, Schneider Electric
#7 Connecting With Customers Through Messaging
Nate Beckman, Senior Business Analyst, Safelite AutoGlass
Learn how Nate delivered an award-winning custom text messaging solution that serves millions of customers each year.
#8 The Transition To Contingent Labor: How The Blended Workforce Can Prove To Be A Successful Model
Donald Reblitz, Director of Operations, STG Tech Data
Eric Winter, VP of Product, Field Nation
#9 Top Seven IoT KPIs That Are Driving Real ROI
Kelly Frey, VP Product Marketing, Telogis, A Verizon Company
#10 Using IoT Data To Improve Customer Experience
Tim Spencer, SVP & General Manager Service Operations, BUNN
Tim will discuss with you how he used IoT equipment implementation to create warranty and service data points for finance and engineering, service histories for coverage models, and proactive alerts for improving customer satisfaction.
#11 Visibility Into Integrated Parts Inventory Across Your Supply Chain
Laura Flores, Market Manager, Field Service, DSI
#12 Achieving The #1 Goal: Urgency For The Best Customer Solution
Mark Coberly, North American Service Manager, JCB Construction Equipment
#13 Parts And Service Pricing Strategies
Bob Nelson, VP Service Manager, Equipment Service, Aftermarket & Parts Administration, Ray Lindsey Company
#14 Turning Your Technicians Into Trusted Salespeople
Len VanderHulst, Head of Service Business Development, Global Service, Mettler-Toledo
#15 Demonstrating The Value Of OEM Service To Compete Against 3rd Party Service Providers
Duane Fisher, Senior Region Manager, Commercial Services, Medtronic
#16 Mapping The Customer Journey To Improve The Customer Experience
Horacio Saenz, Former Head of Marketing Asia Pacific/Americas Global Services, Baxter Healthcare
#17 Planning For The Future: Building A Strategic Growth Plan For Your Service Business
Joe Lang, VP Service – Region 4, Comfort Systems
#18 Improving The Customer Experience Through The Entire Cycle Of Engagement
Chris Westlake, VP and GM of Services, RK Mechanical
#19 The Latest Developments For Storing And Processing Documents Via Mobile Forms
Danny Jamerson, Service Lean Manager, RK Mechanical
Bob Nelson
VP Service Manager, Equipment Service, Aftermarket & Parts AdministrationRay Lindsey Company
Horacio Saenz
Former Head of Marketing Asia Pacific/Americas Global ServicesBaxter Healthcare
Duane Fisher
Senior Region Manager, Commercial ServicesMedtronic
Mark Coberly
North American Service ManagerJCB Construction Equipment
Laura Flores
Market Manager, Field ServiceDSI
Horacio Saenz
Former Head of Marketing Asia Pacific/Americas Global ServicesBaxter Healthcare
1:15 pm - 2:15 pm Lunch
Track A: Talent & Knowledge Management
2:15 pm - 2:25 pm Chairperson’s Opening Address
Track B: Service Revenue Generation
2:15 pm - 2:25 pm Chairperson’s Opening Address
Track C: Next-Generation Service
2:15 pm - 2:25 pm Chairperson’s Opening Address
Track A: Talent & Knowledge Management
2:25 pm - 2:45 pm Gathering Knowledge From Field Service Engineers And Incorporating It Back Into Training
Training is an integral part of field service, especially as our products advance and we want to continue offering better service to our customers. Paul will share the best ways to carry out data analysis in the field to improve training, product design, and cost to serve.
Track B: Service Revenue Generation
2:25 pm - 2:45 pm Building A Connected Strategy And How It Drives A Service BusinessThe ever-growing Internet of Things, which is expected to connect tens of billions of devices by the year 2020, offers a wealth of opportunities for service businesses. Discover the potential of connected buildings and how it can successfully drive your service business. Hear what a strategic approach entails and how you can avoid connectivity for connectivity’s sake alone. Working from the connected building industry as a case study example, learn about the critical strategic decisions that need to be made so that you can successfully expand current offerings to meet audience demand. The presenter will identify key steps and best practices needed to monetize a connected solution. Attendees will walk away with how to identify the space they want to own and they can evolve their brands.
Learning Outcomes:
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Learn how to take a strategic approach to building a connected strategy for your service business
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Identify the critical strategic decisions that need to be made to expand current offerings to meet audience demand
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Hear what steps you need to make to monetize a connected solution
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Learn how you can identify the IoT space you want to own to evolve your brand
Track C: Next-Generation Service
2:25 pm - 2:45 pm Global Service Excellence: Delivering High-Value Consistent Service Through Independent Dealers
• Determining how to bring a more consistent level of service to your customers
• Looking at the attributes that result in customer loyalty to establish key metrics
• Creating a formula to measure independent dealers on key metrics
• Raising the level of service delivery to a very high standard
• Looking at the attributes that result in customer loyalty to establish key metrics
• Creating a formula to measure independent dealers on key metrics
• Raising the level of service delivery to a very high standard
Track A: Talent & Knowledge Management
2:45 pm - 3:15 pm Mobile Workers: The ROI Imperative
Track B: Service Revenue Generation
2:45 pm - 3:15 pm Driving Aftermarket Revenue Growth With Customer Connectivity
Are you comfortable with your level of visibility into your installed base? Do you have a firm grasp on the state of your deployed equipment? On its state of repair? How about the last time the equipment in question was serviced (by you or a competitor)? Just as importantly, how can you correlate this to driving repeatable, predictable revenue from your installed base? Let’s spend thirty minutes finding out how Service Revenue champions make Aftermarket Entitlement Automation deliver meaningful results to their top and bottom lines.
Track C: Next-Generation Service
2:45 pm - 3:15 pm Re-Imagine Help With Mobile Merged Reality And Virtual Presence
• Determining how to bring a more consistent level of service to your customers
• Looking at the attributes that result in customer loyalty to establish key metrics
• Creating a formula to measure independent dealers on key metrics
• Raising the level of service delivery to a very high standard
• Looking at the attributes that result in customer loyalty to establish key metrics
• Creating a formula to measure independent dealers on key metrics
• Raising the level of service delivery to a very high standard
Track A: Talent & Knowledge Management
3:15 pm - 3:35 pm Unravelling The Mystery: Insights On How To Manage Millennials
Rule number one: Don’t call them millennials.
According to Forbes, Millennials will make up 46% of the workforce by 2020. Ed has successfully integrated over 100 millennials into the workforce in the last 2 years. He’ll share what’s been successful so you can ramp up your recruitment and retention strategies immediately, and capitalize on the next generation of employees that will be servicing your customers.
According to Forbes, Millennials will make up 46% of the workforce by 2020. Ed has successfully integrated over 100 millennials into the workforce in the last 2 years. He’ll share what’s been successful so you can ramp up your recruitment and retention strategies immediately, and capitalize on the next generation of employees that will be servicing your customers.
Track B: Service Revenue Generation
3:15 pm - 3:35 pm Do You Really Want Product Sales Reps Managing Post-Sale Issues?
The best way for sales and service to work together has long been explored and debated. Ron’s presentation will outline global customer support initiatives that put both sales and service in effective roles for both customer satisfaction and maximum revenue generation.
Track C: Next-Generation Service
3:15 pm - 3:35 pm Driving Adoption Of Online Services Tools – Real Outcomes
What does it really take to drive customer adoption for your online services tools? Learn about surprisingly simple strategies and best practices to grow customer adoption, evidenced by real world examples and enterprise services data.
John led global customer adoption campaigns for Live Chat, driving chat adoption from less than 10% to over 25% of monthly services call volume in 8 months.
John led global customer adoption campaigns for Live Chat, driving chat adoption from less than 10% to over 25% of monthly services call volume in 8 months.
The Exhibit Hall
3:35 pm - 4:20 pm Afternoon Refreshment & Networking Break In The Exhibit HallPrivate Celebration
3:35 pm - 4:20 pm 20 Years Of Service Club Bourbon Tasting
A private celebration of your dedication to the service industry. Following the tradition established in 2015, we’ll bring together service executives with over 20 years experience for a special bourbon-tasting happy hour.
Track A: Talent & Knowledge Management
4:20 pm - 5:00 pm PANEL: Mastering Millennial Management
Millennials are the future of your organization and becoming the major generation represented in your technician-base. And as you know, with every generation there are learning, communicating, incentivizing, and working preferences that need to be considered in order for your organization to thrive. Hear this expert panel debate, among other things:
• Making your organization one millennials will want to work at
• Incentivizing and developing millennials
• Exploring other retention strategies that work
• Making your organization one millennials will want to work at
• Incentivizing and developing millennials
• Exploring other retention strategies that work
Track B: Service Revenue Generation
4:20 pm - 5:00 pm PANEL: Uncovering Revenue Generating Opportunities Within Your Service Organization
Speakers:
Andrew Stitzinger VP US Service Mar Cor Purifications
Brian Shomber Senior Field Technical Manager, Global Services Medtronic
Stephen Abate Service Director – Americas Edwards, Part of the Atlas Copco Group
Dave Bennet Director of Global IoT Sales Wind River
Tom Rose Director, Business Development, Tablet Solutions KORE
Andrew Stitzinger VP US Service Mar Cor Purifications
Brian Shomber Senior Field Technical Manager, Global Services Medtronic
Stephen Abate Service Director – Americas Edwards, Part of the Atlas Copco Group
Dave Bennet Director of Global IoT Sales Wind River
Tom Rose Director, Business Development, Tablet Solutions KORE
Increasing service revenue is likely one of your top three priorities for the New Year. Leveraging IoT and connected devices can contribute to revenue growth and the identification of revenue generating opportunities, as can new services, better up-sell strategies, and more. Areas to be discussed include:
- Leveraging technologies to identify and share revenue generation opportunities
- Incentivizing technicians to identify sales opportunities without become the salesperson
- Avoiding conflict when the technician is the trusted representative
- Exploring new service offerings and how to integrate them into your existing portfolio
Track C: Next-Generation Service
4:20 pm - 5:00 pm PANEL: Revamping Your Workforce Management App For A Better User Experience And More Effectiveness
To gain maximum efficiency from your field service management solution, you may need to turn an archaic disconnected system into an effective connected one and identify critical attributes for your FSM system. Plus it would be great if you could streamline the selection process and demonstrate ROI to upper management for new FSM software. This panel will address:
• Debating the pros and cons of a web based vs. native app
• Determining how you want to revamp your systems from a user experience and process standpoint
• Deciding which platforms will meet your needs
• Strategies for effective deployment of a new application
• Debating the pros and cons of a web based vs. native app
• Determining how you want to revamp your systems from a user experience and process standpoint
• Deciding which platforms will meet your needs
• Strategies for effective deployment of a new application
Track D: Speed Networking
4:20 pm - 5:00 pm Industry-Specific Networking Beer Tasting
Sip a cold one and meet at least 15 other service leaders in the same industry as you. Exchange business cards so you can follow up later to discuss common initiatives.
We’ll break industries down after viewing the final attendee list, but will likely include:
• Aerospace/defense
• Agricultural/construction/mining
• HVAC
• Power/energy
• Telecom
• Computer/Hitech
• Semiconductor
• Commercial Services
• Utilities
• Medical Device
• Networking
• And others
We’ll break industries down after viewing the final attendee list, but will likely include:
• Aerospace/defense
• Agricultural/construction/mining
• HVAC
• Power/energy
• Telecom
• Computer/Hitech
• Semiconductor
• Commercial Services
• Utilities
• Medical Device
• Networking
• And others
Track A: Talent & Knowledge Management
5:00 pm - 5:45 pm CASE STUDY REVOLUTION: Empowering Genuine Empathy From Your Agents
Empathy is becoming more and more valuable and is deeply desired as a core trait in your agents. How do you manage to keep empathy as a priority when agents are becoming more and more complacent? How do you train your agents to invest themselves in your customer’s success? In this session, we will explore the fundamentals of conveying genuine empathy to your customers, how to enable a culture of customer-centered care agents, and the anatomy of a positive customer care experience through a deep and passionate discussion that will change the way you look at and view your customers.
Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.
Symantec Corp.
Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.
Tim Lopez
Head of Global Social Media Customer Care, Norton Support and ServicesSymantec Corp.
Track B: Service Revenue Generation
5:00 pm - 5:45 pm CASE STUDY REVOLUTION: Incorporating The Field Service Team Into Your Service And Parts Sales Efforts
Integrating people in the field into the sales of service and parts has always been a main focus of Patrick’s career with significant positive outcomes. He works on creating a team environment and inspiring people and has put together compensation and bonus structure programs that have been successful. During this presentation, he’ll share with you what works best, so you can optimize your service and parts sales efforts as well.
Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.
Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.
Track C: Next-Generation Service
5:00 pm - 5:45 pm CASE STUDY REVOLUTION: Using Mobile And Social For Knowledge Transfer
Greg recently sponsored and launched two social knowledge transfer platforms company-wide resulting in 300 percent improvement in support productivity and a significant improvement in employee engagement.
Learn about some exciting new options for social and mobile knowledge transfer and how to identify whether a similar approach will work in your organization. Greg will share some of the latest successful knowledge transfer options and the story behind their success. You will learn best practices for taking a strategic approach to digital knowledge transfer and gain tips on assessing current knowledge transfer efforts. You will also walk away with key questions to ask to determine if what’s worked elsewhere will work for your business, and how you can ensure engagement with any new programs under consideration for rollout.
Learning Outcomes:
• Hear about innovative new knowledge transfer options and what makes them successful
• Learn how to take a strategic approach to knowledge transfer
• Gain a process for assessing current knowledge transfer processes to identify new opportunities for innovation and improvement
• Learn how to ensure that a potential process is an organizational ‘fit”
Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.
Learn about some exciting new options for social and mobile knowledge transfer and how to identify whether a similar approach will work in your organization. Greg will share some of the latest successful knowledge transfer options and the story behind their success. You will learn best practices for taking a strategic approach to digital knowledge transfer and gain tips on assessing current knowledge transfer efforts. You will also walk away with key questions to ask to determine if what’s worked elsewhere will work for your business, and how you can ensure engagement with any new programs under consideration for rollout.
Learning Outcomes:
• Hear about innovative new knowledge transfer options and what makes them successful
• Learn how to take a strategic approach to knowledge transfer
• Gain a process for assessing current knowledge transfer processes to identify new opportunities for innovation and improvement
• Learn how to ensure that a potential process is an organizational ‘fit”
Following this case study, you’ll work in small groups to tackle a remaining challenge or opportunity posed by the presenter. Then wrap up with each group sharing the collective solutions they identified.
Track D: Speed Networking
5:00 pm - 5:45 pm Industry-Specific Speed Networking Beer Tasting Continued
Sip a cold one and meet at least 15 other service leaders in the same industry as you. Exchange business cards so you can follow up later to discuss common initiatives.
We’ll break industries down after viewing the final attendee list, but will likely include:
• Aerospace/defense
• Agricultural/construction/mining
• HVAC
• Power/energy
• Telecom
• Computer/Hitech
• Semiconductor
• Commercial Services
• Utilities
• Medical Device
• Networking
• And others
We’ll break industries down after viewing the final attendee list, but will likely include:
• Aerospace/defense
• Agricultural/construction/mining
• HVAC
• Power/energy
• Telecom
• Computer/Hitech
• Semiconductor
• Commercial Services
• Utilities
• Medical Device
• Networking
• And others
Track A: Talent & Knowledge Management
5:45 pm - 6:05 pm Presentation To Be Announced
Track B: Enhancing The Customer Experience
5:45 pm - 6:05 pm Advancing Field Service With Enhanced CRM Capabilities
Stay tuned for this sequel to James’ 2016 presentation in Palm Springs. Learn how Card-Monroe continues to leverage their CRM to provide better service. Learn about the outcomes achieved over the past year, and opportunities for the future all supported by an advanced CRM.
Track C: Next-Generation Service
5:45 pm - 6:05 pm Case Study: A Technology Transformation To Support Exponential Business Growth And Focus On Customers
Ken received the Visionary Award by Microsoft in 2015 for his creative use of CRM platform software. He will share the story of the recent CRM transformation his organization went through that has allowed Kelly Roofing to focus on their customers, make their employees happy, and grow their business exponentially. Learn why they made the technology choices they did, strategies for an effective implementation process, and how they ensure their customers receive the experience they expect to receive.
Track D: Speed Networking
5:45 pm - 6:05 pm Industry-Specific Speed Networking Beer Tasting Continued
Sip a cold one and meet at least 15 other service leaders in the same industry as you. Exchange business cards so you can follow up later to discuss common initiatives.
We’ll break industries down after viewing the final attendee list, but will likely include:
• Aerospace/defense
• Agricultural/construction/mining
• HVAC
• Power/energy
• Telecom
• Computer/Hitech
• Semiconductor
• Commercial Services
• Utilities
• Medical Device
• Networking
• And others
We’ll break industries down after viewing the final attendee list, but will likely include:
• Aerospace/defense
• Agricultural/construction/mining
• HVAC
• Power/energy
• Telecom
• Computer/Hitech
• Semiconductor
• Commercial Services
• Utilities
• Medical Device
• Networking
• And others
6:05 pm - 11:59 pm Fire & Ice Party
Savor a themed cocktail from the ice luge. Roast s’mores by the fire pit. Nosh good eats. Whether hot or cold, you’ll leave with warm memories of our final reception.