Stephen Smith

Increased customer expectations are having a major influence on field service across a wide array of verticals and making field service a focal point of business strategy. Customer experience and brand loyalty are increasingly the keys to ongoing revenue and commercial health. This workshop will explore the many business benefits of a service centric approach as well as highlight areas of focus to continually derive value as field services operations shift from static and tactical to agile and strategic. A range of examples will be presented to illustrate the value of moving to a service centric approach.

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.

#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.


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