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EVENT DETAILS
DELEGATE INFORMATION
WBR
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Main Conference Day One - Full Agenda - April 8, 2008
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| 7:00 |
Continental Breakfast & Registration |
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| 8:00 |
Chairperson’s Opening Remarks
Eric Hinkle,
CEO, Servigistics |
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| 8:15 |
Improve Organizational Productivity Via Field Service Automation With A Complete Business Integrated CRM
John Tarascio,
Executive Vice President Service Operations, Bowe Bell Howell |
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| 8:55 |
Using "Customer Y's" To Structure And Differentiate Support
Dick Frishkorn,
Managing Director Global Customer Field Support, GE Aviation |
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| 9:35 |
Improving Field Service Business Processes With Real-Time Wireless Connectivity And Location-Based Services
Laura Johnson,
Executive Director Enterprise Solutions, AT&T
Hal G. Kolp, Vice President, Information Technology, Source Refrigeration & HVAC, Inc. |
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| 10:15 |
Refreshment Break In The Solutions Zone |
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| 10:55 |
Outsourcing Versus Out-tasking Specific Service Solutions And Controlling Interaction At The Customer Site While Achieving Profitability Goals
James Glueck,
Vice President Technical Support, Customer Advocacy, Cisco Systems |
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| 11:35 |
Service Support Optimization-The 10 Golden Rules Revisited
Ivin Smith,
VP Customer Service and Worldwide Tech Support, Pitney Bowes |
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| 12:15 |
Panel Session: From Diagnostics To Prognostics – Exploring The Latest Predictive Service Methodologies
Jim McDonnell,
Sr. Director Technical Services, Cisco Systems
Andrew Hoyen,
Director Americas Service Operations,
Carestream Health
Keith Sheardown,
General Manager Technology Solutions, Bombardier
Mark Vigoroso,
Chief Services Strategist, Qualcomm Enterprise Services |
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| 12:55 |
Lunch & Service Awards Presentation |
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Track A
Chairperson: Chris Pitts, Director Industry Solutions: Construction/Field Services, Sprint |
Track B |
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| 1:55 |
Identifying Best Practices For Seamlessly Implementing Change Into Your Field Service Organization
Peter Manni,
VP North American Deskside Services ,Siemens Business Services |
Managing With Facts And Data To Improve Customer Experience And Efficiency
Brian Lucyk,
Director Customer Experience Improvement, Avaya |
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| 2:35 |
Reducing The Use Of Paper In Field Service Operations
Michael Morel,
Director Vertical and Solutions,
Marketing – Manufacturing, Adobe Systems |
Improving Field Service Operations With Strategic Service Management
Mike Landry,
CTO and Founder, Servigistics |
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| 3:15 |
Focusing Your Service Organization On Recurring Revenue Opportunities
J. Patrick Welch,
Director of US Service Sales, Kodak |
Performance Metrics: Effectively Measuring And Managing For Profit
Art McGinn,
Vice President Service Operations, Canon Business Solutions |
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| 3:55 |
Coffee & Refreshments In The Solution Zone |
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| 4:35 |
Effectively Fostering Change Across Your Global Service Organization: A Boeing Case Study
Mike Didonato,
Director Field Service, Boeing |
Closing The Communication Gap Between Service And Sales And Marketing Departments To Fully Maximize Profitability
Mike Corbin,
Director Field Services East Zone, Beckman Coulter |
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| 5:15 |
Providing Uniform Service Delivery Worldwide That Still Meet the Unique Demands Of The Individual Culture And Global Marketplace
Denis Olson,
Executive Dir., Global Field Service & Tech Ops, Medrad Inc. |
Panel Session: Exploring The Latest Service Capabilities For Sharing Key Drivers Of Uptime With Your Customer Base
Tim Saur,
VP of Finance Operations and Service Business, Durst Image Technology
J. Patrick Welch,
Director of US Service Sales, Kodak
Art McGinn,
Vice President Service Operations, Canon Business Solutions |
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| 6:00 |
Conclusion of Day One & Cocktail Reception
Hosted By: Servigistics |
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Main Conference Day Two - Full Agenda - April 9, 2008
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| 7:00 |
Continental Breakfast & Registration |
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| 8:00 |
Chairperson’s Opening Remarks |
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| 8:15 |
Providing Improved Availability For Your Customers While Reducing Costs
Doug Belair,
President Technology Solutions and Service, BAE Systems |
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| 8:55 |
Owning The 'End-User' Experience - Delivering Greater Value With Your Field Service
Stephen Slade,
Senior Director, Applications Marketing, Oracle |
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| 9:35 |
Field Service 2008 Roundtable Idea Xchange
Table 1: Leveraging The Latest Technologies And Best Practices For Mobilizing Service Operations
Mike Woodard,
SVP, Service Strategy & Development, IKON Office Solutions
Erik Anderson,
Vice President Sales, Agentek
Please check back later for additional roundtable moderators |
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| 10:45 |
Refreshment Break In The Solutions Zone |
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| 11:25 |
Executive Presentation From Lexmark International
Phil Pietrowski, Vice President & GM Worldwide Customer Support Services |
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| 12:05 |
Lunch |
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Track A
Chairperson: Mike Landry, CTO and Founder, Servigistics |
Track B |
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| 1:05 |
Panel Session: Global Consistency Vs. Regional Touch - Blending Your Model For A Customer- Centric Experience No Matter Where Your Customer Sits
Brian Lucyk,
Director of Quality, Avaya
Denis Olson,
Executive Dir., Global Field Service & Tech Ops, Medrad Inc.
Bob Dieterle,
Executive Director, Worldwide Services, Lenovo
Tim Geiken, Executive Vice President; Sales and Marketing, RedPack |
A Unified Framework: How To Make 50+ Contact Centers Function As One
Ravi Ravishankhar,
Director of the Customer Interaction Network, Cisco Systems |
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| 1:45 |
Optimizing Performance Of Your Service Operations With CRM Improvements
Mohamad Zarringahalam,
Vice President Service, Nikon Precision |
Disparate Systems … Disparate Processes…
Linking the Pieces for Distributing Critical Information
From the Enterprise … To the Field
Dianne Isensee, Strategic Account Manager, Global Services, ACCO Brands Document Finishing Group
Dave Miller, Director PowerHelp FSM Product Development, Vertical Solutions, Inc. |
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| 2:25 |
Coffee & Refreshments In The Solution Zone |
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| 3:05 |
Effectively Maximizing Today’s Remote Technology To Capture Key Performance Metrics
Debra Malicki Business, Operations Leader, Honeywell Aerospace |
Leveraging Key Metrics To Help Drive Increased Efficiency And Productivity In Customer Service
Helar Chavez, Director Product Support Processes & Customer Service, Eaton Aerospace |
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| 3:45 |
Continuously Revamping CRM: Procedure And Process Evaluation
Peter Shields,
Global Service Operations Manager, Medrad Inc. |
Panel Session: Defining The Customer Experience - Monitoring And Metrics
Dick Frishkorn,
Managing Director Global Customer Field Support Group, GE Aviation
Brian Lucyk,
Director Customer Experience Improvement, Avaya
Bob Dieterle,
Executive Director, Worldwide Services, Lenovo |
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| 4:25 |
Conclusion Of Main Conference Day Two |
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