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Main Conference Agenda
Day 1
Wednesday 3rd December 2008
08.00 |
Registration And Coffee |
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08.30 |
Chairman’s Opening Address Mike Landry, Founder and CTO, Servigistics |
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08.40 |
Keynote Presentation: Developing An Innovative Aftermarket Service Management Strategy: Achieving Competitive Differentiation And Strengthening Customer Loyalty Jim Bogan, Senior Vice President Services BPI, Rolls Royce |
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09.20 |
Ivin Smith, VP Customer Service and Worldwide Tech Support, Pitney Bowes John Calder, Head of Product Support, Caterpillar |
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10.40 |
Morning Coffee |
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11.10 |
Driving Sales Performance Through In-Depth Customer And Employee Feedback Steve Barker, European Customer Loyalty Manager, Canon Business Solutions |
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11.50 |
Marcus Heinrich, Sales Director, ISEC7 GmbH |
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12.30 |
Panel Discussion: Establishing Key Metrics To Track Customer Satisfaction And Improve Service Steve Downton, Principal, Downton Consulting Marco van Duijnhoven, Senior. Manager Service Supply Chain Delivery, Cisco Systems David Grimes, Assistant European Service Manager, Tokyo Electron John Calder, Head of Product Support, Caterpillar |
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13.00 |
Lunch |
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STREAM A |
STREAM B |
14.00 |
Kevin Young, Group Infrastructure Manager, Belron |
Launching And Marketing Successful Strategic Service Management Across The Wider Business Ole Buus, Director Global Services Nordic, Xerox |
14.30 |
Adopting And Effectively Assimilating Complex, New Technology Into The Business Christian Verstraete, CTO – Manufacturing and Distribution Industries, Hewlett Packard |
Paul De Swaaf, Director Technical Services and CoE Customer Service, Baxter EMEA |
15.00 |
Afternoon Tea |
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15.30 |
An Insight Into Support Operations And The Strategic Direction For Web 2.0 James Glueck, Vice President of Technical Services, Customer Advocacy, Cisco |
Wolfgang Kuenkler, VP Service EMEA, Wincor Nixdorf |
16.00 |
Bernhard Steinel, SVP Global Service, Heidelberg |
Service At Pentax Life Care – From A Strong Service Vision To A Technician’s Toolbox Hans-Werner Albrecht, General Manager Service Division, Pentax Europe |
16.30 |
Andrew Hoyen, Director Professional Services Medical Imaging North America, Carestream Health |
Identifying And Implementing Suitable Metrics To Measure The Performance Of Your SLAs Speaker to be finalised, Software and IT Operations, Arçelik |
17.00 |
Champagne Round Table Discussions Join your peers at this session of interactive round table discussions. In small groups hosted by our experts, you will have the opportunity to brainstorm and debate some of the industry’s most current issues over a glass of champagne. To ensure maximum opportunities for interaction between delegates, places are limited – reserve early. Discussion 1: Managing The Complexity Of Multi-Tiered SLAs
Discussion 2: To Outsource Or Not To Outsource Discussion 3: Maximising Customer Lifetime Value Through Service Pricing Management
Discussion 4: Competence Development In The Service Sector
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18.00 |
Networking Drinks Reception |
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18.30 |
End Of Main Conference Day One |
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Day 2
Thursday 4th December 2008
08.00 |
Registration And Coffee |
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08.30 |
Chairman’s Welcome |
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08.40 |
Meeting And Satisfying Customer Requirements Through Well-Defined Processes And Strong Relationships Allan Tarkenton, VP Global Materials Solutions, GE Aviation |
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09.20 |
Case Study: From Operational Excellence To Revenue Generation For A Mobile Phone Manufacturer Wolfgang Royer, Head of Customer Service EMEA, Sony Ericsson |
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10.00 |
Case Study: Delivering And Achieving Successful Mobile Workforce Transformation David Webb, Service Director, Avery Weigh-Tronix |
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10.40 |
Morning Coffee |
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11.10 |
John Mackrell, Global Service Solutions Manager, De La Rue |
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11.50 |
The Future Of Service: Building And Delivering A Successful Service Management Growth Strategy Martin Heimes, Senior Vice President Finance, Vestas |
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12.30 |
Ole Buus, Director Global Services Nordic, Xerox Hans-Werner Albrecht, General Manager Service Division, Pentax Europe Paul De Swaaf, Director Technical Services and CoE Customer Service, Baxter EMEA Harald Hofstätter, Business Unit Director Technical Service, Gambro Hospal |
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| 13.00 | Lunch |
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STREAM A |
STREAM B |
14.00 |
Bo Edvardsson, Professor, Karlstad University |
Marcovan Duijnhoven, Senior Manager Service Supply Chain Delivery, Cisco Systems |
14.30 |
Hans Gerdes, Global Technical Services Manager, Shell |
Alan Regan, TSM Director, Global Outsourcing and Infrastructure Services, Unisys |
15.00 |
Training Your Field Force To Identify And Capitalise On Profitable Front-Line Revenue Opportunities Kraft Schumann, Senior Director Logistics, Fujitsu-Siemens |
Creating Loyal Customers Through Loyal Service Providers: Increasing Customer Satisfaction And Maximising Profits Through Exemplary Service Johann Werner, Service Director Central Europe, Bang & Olufsen |
15.30 |
Afternoon Tea |
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16.00 |
Norbert Wolter, Senior General Manager Service and Development EMEA, Kyocera Mita Karen Birkmann, Head of European Training, Kyocera Mita |
Martin Morey, Chairman, MCUG Wolfgang Royer, Head of Customer Service EMEA, Sony Ericsson Kraft Schumann, Senior Director Logistics, Fujitsu-Siemens |
16.30 |
Michael Spoetter, Vice President Global Services MSS Europe, Middle-East & Africa, EMC Corporation |
Steve Downton, Principal, Downton Consulting Martin Morey, General Secretary, Mobile Computer Users’ Group |
17.00 |
Successfully Selling And Delivering A Portfolio Of Powerful Service Solutions Bo Femtvik, Director Competence Development, Tetra Pak Processing Solutions |
Identifying And Implementing Suitable Metrics To Measure The Performance Of Your SLAs Chris Withey, Senior Group Service Manager, Global Customer Service, ABB |
17.30 |
End Of Main Conference Day Two |
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