Patrice Eberline

VP of Customer Transformation
ServiceMax

Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organizations.

Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Focused on delivering high impact and long-term customer success, Patrice has a broad background in all aspects of implementation delivery, from methodology to package content, as well as creating/implementing best practice strategies for deployment, training, and adoption across large and complex organizations. Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants across four discrete Corporate Performance Management practices and hosted operations.

Patrice holds a Bachelor of Science degree in Business from the University of the Pacific, with special study in strategy development and conflict resolution.

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

Download The Latest Agenda

Service Advancement Workshop Day - Tuesday, April 18, 2017

Monday, June 4th, 2018

12:15 PM Workshop G: Service Transformation: The Opportunity Cost Of Doing Nothing

The field service space is undergoing a massive shift thanks to disruptive technologies such as mobility, IoT and the cloud. Companies who fail to embrace this service transformation risk disruption and can become obsolete.

Join this workshop with Patrice Eberline, Author and VP Customer Transformation, ServiceMax-from GE Digital to:

• Uncover the impacts of service transformation within your business

• Learn about new tools and best practices to help you realize where you are along the service maturity curve (including industry benchmarks)

• Prioritize where you want to go and begin to develop your plan to get there

Main Conference Day One: Embracing Innovation To Enhance Your Service Organization - Wednesday, April 19, 2017

Friday, January 4th, 2019

5:05 PM Toolbox Talks

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 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.