Registration And Coffee

Chairman’s Welcome

Pilar Torres is responsible for delivering efficient and high quality support and managed services to Sun customers and employees in twenty-seven European countries, including UK, Netherlands, Germany, France, Spain, Hungary, Poland, and Slovakia. Pilar has held various leadership positions including Client Solutions Director in Iberia and GSS Operations Director for EMEA. She served as VP for the Storage Practice in Europe, where she was instrumental in positioning Sun as a leader in the European storage market. This session will focus on how you can personalise service delivery across a disparate global customer base but still maintain the essence and integrity of your core brand.

• Delivering a consistent, but tailored service to customers across a broad geographical and cultural network
• How do you meet the needs of diverse customers with differing expectations and demands for service?
• Maintaining brand consistency and delivering a unified corporate message to a global customer base

Pilar Torres

Helping customers utilise their current equipment for better productivity and returns is at the core of Philips Utilisation Services. Attendees will learn how Philips arrived at this solution, which helps customers to do more with what they already have, which is a strong need for surviving and thriving in today’s current economic environment. Philips Healthcare is a 6.7 Billion Euro business, with over 2 billion Euro resulting from the services division. Despite the historic success of the department, market demands are pushing all equipment providers into developing new solutions that help customers solve issues beyond just the maintenance of their medical equipment. This session will present a case study of the new Philips Utilisation Services. It will walk attendees through Philips idea validation process, discuss challenges with implementing new service solutions and discuss results and next steps for this group and further solution development.

• Why is the healthcare market demanding more from its service providers and what is Philips Healthcare doing to meet this?
• Assessing the value of life-cycle solutions and what this means for your service business
• Identifying the challenges associated with implementing new service solutions and developing a roadmap to overcome them

Barbara Taylor

Kees Rutjes

Prioritising the customer voice has enabled Canon in Europe to become a market leader within a highly successful and ambitious global corporation. Hear how can collect market information from your customers to build better products and serve your customers more effectively.

• Improving customer interaction and developing a 360-degree view of your customers
• Promoting your customer-centric strategy and identifying key stakeholders
• Using drill-down dashboards to perform real-time analysis of customer feedback
• Translating the results into immediate performance improvement across your service network

Steve Barker

Morning Coffee

René van Kleef is currently responsible for the Hewlett-Packard (HP) Global Services Strategy for Storage products focusing on high quality total customer experience and e2e delivery efficiency. Within his 12 years in HP his titles have included EMEA Logistics Director, Global Field Material Director and Global Supply Chain Offshore Strategist. He will reveal how Hewlett Packard has invested in the growth and efficiency of your after-sales service offering.

• An overview of a company culture where a passion for customers is the top priority
• How can you stick to your financial commitments in the economic downturn?
• Looking beyond the roles, functions and business: focusing on product development, sales and service delivery alignment
• To what degree can you achieve efficiency through automation?

Learn how you can utilise your service offering to boost your competitive position and emerge in a favourable position when the economy picks up. Topics covered include:

• In a commoditised market, is service the only true differentiator?
• Does the current economic downturn present an opportunity for companies to gain a competitive edge through after-sales service?
• Assessing how the delivery of first-rate service can enable you to become a market leader
• Deploying continuous benchmarking and business intelligence techniques to boost market awareness

Johan Strufys

This debate will focus on the ways that you can promote your service offering more aggressively to keep on top of increased market competition. Our panellists will share their experiences of finding new ways to reach out to customers cheaply, but effectively.

• Maintaining flexibility of your service strategy to respond quickly to market changes
• Refining your marketing message: how can you strike an effective balance between delivering service quality but at optimum value to the customer?
• Achieving service diversification through the offering of additional value-added services to your customers
• Focusing on reliability, sustainability and support as your key service differentiators

Marco Van Duijnhoven

Wolfgang Royer

Alex Teval

Jacques Defrain

Lunch

The Cisco Service supply chain model is fully outsourced, for Logistics, Repair, Third Party Maintenance and Order management. All communication with Cisco’s strategic supply chain partners is enabled via XML technology and this type of B2B messaging provides real-time, global transparency to all inventory at all times. Here Marco will explain how collaboration has enabled Cisco to adapt to ever increasing customer requirements and expansion into new markets.

• Exploring how Cisco collaborates with its outsourced supply chain partners
• How does this provide an incentive for improved performance and increased productivity?
• To what extent do customers value this?
• An analysis of exactly how this translates into enhanced customer loyalty

Marco Van Duijnhoven

David Gibson is a 20 year veteran of Sun Microsystems and has worked in all areas of Suns service delivery managing field and remote teams across multiple countries and continents. He joined as an engineer in 1989 and since moving to manage projects in 1992 he has always been at the forefront of evolving or creating support groups to for the rapidly changing landscape of Sun’s products and customers. He is now responsible for Sun’s tier 1 and 2 remote support in Europe and will share his experiences of reducing costs across the service business.

• Reducing operational capital and meeting corporate pressure to deliver more with less in a tight market
• Driving productivity and utilising your existing resources to the maximum
• Reviewing your end-to-end processes and identifying areas for streamlining and cost saving
• Cutting expenditure across the service value chain without jeopardising service levels

In this presentation, Kevin will establish which cuttingedge technologies are essential for service improvement and growth in a time of severe budgetary constraints. How do you ensure that new technology is flexible and scalable in line with future organisational growth?

• Assessing potential long term advantages: cost savings, service enhancement, performance agility and efficiency
• Objectively assessing the affordability, functionality and longevity of new technology
• Building a business case around a proven ROI to secure stakeholder buy-in
• Identifying suppliers and customers that can help you prioritise your technological requirements

Kevin Young

Afternoon Tea

Here you will learn how the implementation of a customer-centric after-sales service strategy enabled BioMérieux to improve customer satisfaction and retention. What are the key metrics that will allow you to track performance both internally and externally? Topics to be covered include:

• Developing internal KPIs to maintain, sustain and increase customer satisfaction levels
• Driving continual service delivery improvement through real-time communication with customers
• Ensuring on going monitoring of your field service teams on both a regional and individual level
• How can you most effectively benchmark with your competitors to optimise customer satisfaction levels

Mick Turnbull has been instrumental in growing the Professional Services Business in the UK&I region by over 300% in 3 years. He most recently expanded his role to ECEMEA where the emerging business is expected to double within 12 months. He will discuss:

• Assessing the challenges of growing your business in an emerging market: small product penetration, minimal resources and stamina to focus on an area where your competition lives and breathes
• Realising and capitalising on unique opportunities
• Providing after sales service that grows your partner’s confidence and their revenues, while accelerating your business and creating an outstanding ecosystem of extended sales and services
• How has the shift within traditional business allowed your partners to become ambassadors for your company promoting product and service expertise?

Mick Turnbull

Champagne Roundtable Discussions

End Of Day One