Main Day One

This invitation-only executive boardroom discussion is your chance to discuss issues and challenges behind closed doors. For further information or to request an invitation, please email Executive Director Jen Montgomery at jen.montgomery@wbresearch.com.

Jen Montgomery, Executive Director, Field Service

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To kick off Field Service 2014, join Doug Spence as he discusses how to get the most out of your conference experience. Doug is a guru on networking and relationship management, whose services are sought after by major corporations around the world and also some of the biggest names in sport to help them manage their sponsorship obligations. This includes the biggest names in Soccer including David Beckham, Tennis, Ryder Cup Golf and Formula 1 Grand Prix. “Style Flexibility” is the secret to optimising relationships and effective networking soft skills..that deliver hard results..ignore them at your peril!

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Regardless of the industry in which we work, we are all faced with common realities that are impacting our delivery of services: our products and the ways they are used are becoming more complex, the expectations of our customers are increasing, while at the same time, pressure builds for lower operational costs of services. Confronted by these realities, how will we deliver exceptional services that meet – and exceed - the needs of our customers and our shareholders? In this session, Alex Gray will share his perspectives on our challenges and opportunities. He will review key innovations that are transforming service delivery, such as secure service automation, design for serviceability, and the Internet of Things (IoT). He will outline a clear and cohesive service delivery vision, as well as actionable steps that will enable a pragmatic evolution from “service” to “care”.

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• Determining how to add value beyond great service to your customers

• Ensuring your customers evaluate the service experience beyond cost

• Driving end users to relinquish self-service

• Leveraging service offerings that competitors are unable or unwilling to offer

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Kelly Frey, VP Product Marketing, Telogis will explore how the ‘Amazon Effect’, exhibited by customers wanting what they want when they want it, on their own terms, is requiring service fleet operators to invest in mobile applications and ‘location intelligence’ infrastructure to support it. The changing retail landscape is also opening up opportunities for service providers to support direct-to-home deliveries, installation and services for on-line retailers. How should fleets be responding now, and how can you be sure you are not going to get left in the dust going forward?

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In this session, Renee illustrates the importance of utilizing measurement tools to enhance the customer's journey. Key items to consider include:

• What tools do you use to listen to customers?

• How do you apply learnings from customer data?

• How do you make measurement data meaningful to employees?

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Service has developed over time from a must have break/fix to a professionally run business. Today instead of repair we sell system availability. To achieve optimized processes, IT must work with all departments to ensure continuous improvement. The latest significant step has been the introduction of M2M communication. Based on permanent online equipment and data from sensors, an automatic analysis has been put in place to detect deviations and problems instantly and put a predefined action in place. With the automated analysis we can act much more proactively and prevent system breakdowns. The result is higher availability and customer satisfaction. In this session, Johannes discusses the success of the Siemens Mobility Service.

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In this session, you'll learn how using other field organizations utilize business analytics tools, and integrate them with their back office to significantly increase business profitability. Learn how to set benchmarks, tackle issues and identify opportunities for improvement. Understand the value of receiving actionable data about your fleet, not just stacks of reports - making it easy to improve operations, save money, and increase service profits.

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Table 1: Maximizing The Customer Experience To Increase Retention And Loyalty
Hosted by Jeff Zirker, Senior Director, Global Technical Support, Americas, Cisco

Table 2: Topic TBD
Hosted by Bill Stuckert, VP IT Services, ATS

Table 3: What’s the Best Organization Model for Global Customer Service?
Hosted by Jerome Piche, VP Global Customer Service, bioMerieux

Table 4: Topic TBD
Hosted by Vic Malhotra, Head of Defense Sector Deployed Services, Rolls-Royce

Table 5: Using Servant Leadership To Build Employee Engagement Hosted by Todd Klitzke, Technical Support Manager, PDQ Inc.

Table 6: Creating Effective Field Service Techs: Finding A Balance Between Hiring Individuals With The Right Skills And Providing Job Specific Training
Hosted by Roger O’Connor, VP & General Manager, Gosiger

Table 7: Connecting Service Processes for Faster Cycle Times and Improved First Time Resolution
Hosted by Steve Morandi, VP Service Lifecycle Management, PTC

Table 8: Big Data, Little Phones: What Does It All Mean For Service Fleets In 2014?
Hosted by Kelly Frey, VP Product Marketing, Telogis

Table 9: Service Sales Vs Service Operations: Avoiding The “Lid” On Your Service Growth
Hosted by Steve Snedegar, Director Service Sales North America, Simplex Grinnell

Table 10: Critical Inventory Sourcing Optimization
Hosted by Gordon Payne, Senior Manager of Business Development, FedEx

Table 11: Transforming Field Service Order Management Through Proactive Customer Engagement
Hosted by Bill Kenney, EVP Business Development,OnProcess Technology

Table 12: Topic TBD
Hosted by Fleetmatics

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