The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support
November 17 - 18, 2020 | 12:15 - 5:10pm ET
Day One – November 17, 2020
12:15 pm - 12:25 pm
DELEGATE ORIENTATION
12:25 pm - 12:30 pm
CHAIRPERSONS OPENING WELCOME & OPENING REMARKS
12:30 pm - 1:00 pm
PANEL DISCUSSION: Moving With The Speed Of The Pandemic – Adapting To Become An Agile And Innovative Service Organization
Roy Dockery -
Vice President, Field Operations,
Swisslog Healthcare Solutions
Robb Origer -
Vice President, In-Home Services,
Dish Network
Jason Hamm -
Head of Networks Operations and Services Sales, T-Mobile CU,
Ericsson
Joe Lang -
VP Service -- Region 4,
Comfort Systems USA
1:00 pm - 1:30 pm
KEYNOTE: Advancing Service Together: Orchestrating Customers, Data And Workforce For Success
Kieran Notter -
VP, Global Customer Transformation,
ServiceMax
Coen Jeukens -
VP Global Customer Transformation,
ServiceMax
1:30 pm - 2:00 pm
FIRESIDE CHAT: Making Leaps Through Digitization And Connected Service
Jason Hamm -
Head of Networks Operations and Services Sales, T-Mobile CU,
Ericsson
Agustin Sanjur -
Head of Field Service Operations, Americas,,
Tetra Pak
2:00 pm - 2:30 pm
KEYNOTE: Accelerating Digital Transformation In The Field: Executive Insights
Alvaro Pombo -
CEO,
ProntoForms
Len Nicholson -
VP of IT Business Services & Transformation,
Smithfield Foods
Field and tech executives will join Alvaro Pombo, CEO of ProntoForms, to discuss how their organizations have accelerated their digital transformation and tackled the growing demands and evolving requirements of this new business climate.
This session is especially prudent to attendees as many are calculating the next steps their organizations will make as they recover from COVID-19. Now, more than ever, organizations need to empower their field teams to collect and connect powerful data across their tech stack, digitize processes, and scale solutions that work across teams and business silos. Attendees will also be presented with a solution blueprint of how organizations have achieved just that.
2:30 pm - 2:45 pm
BREAK
2:45 pm - 3:15 pm
KEYNOTE: Driving Technician Productivity Through Service Supply Chain Innovation
David O'Leary -
Vice President, Service Parts Logistics and Returns,
UPS
Mario Reveles -
Director, North America Operations,
Dell
3:15 pm - 3:45 pm
KEYNOTE: Connecting Field Service To End-To-End Business Processes
Ben Vollmer -
Global Strategy and Execution Lead,
Microsoft
Cort Neureuther -
Vice President IT Business Management,
Pike Enterprises
Field Service in many organizations has become central to how organizations offer their market differentiation. To do that, your internal IT processes and data flows must be in sync across all facets of your business. In this Question-and-Answer session, come learn from Cort Neureuther, VP of Business Systems at Pike Systems, to talk about how they deployed Dynamics 365 and connected it to their broader ecosystem of applications and data to help bring benefit to their users and allow them to differentiate in a competitive market.
3:45 pm - 4:15 pm
PANEL DISCUSSION: How Industry 4.0 And Advancements In Technology Have Impacted Customer Experience
Haroon Abbu -
Vice President, Analytics Practice and Data Services Business,
Bell and Howell
Anurag Bhatnagar -
Senior Director,
Hughes Network Systems
Kristen Weaver -
Director Global Service Technology,
BD
4:15 pm - 4:25 pm
TRANSITION INTO INTERACTIVE VIP ROUNDTABLES:
4:25 pm - 5:10 pm
INTERACTIVE VIP ROUNDTABLES:
Josh Russell -
Group Director Product Management,
MIZE
Jonathan Weiss -
Vice President – Emerging Technologies,
Software AG
Ben Pinkerton -
Vice President Product Marketing,
SightCall
1.ROUNDTABLE: Empower Technicians With Real-Time Knowledge And Parts Detail To Optimize Service Delivery
Josh Russell, Group Director Product Management, MIZE
Customers are holding manufacturers and dealerships to very high standards and expect fast service. Technicians today more than ever, need the tools and real-time information to provide it.
Join us for a round table discussion on how to optimize service delivery and empower and enable your service technicians with the right knowledge, parts, and tools. We will discuss:
- First-time-fix rates and what factors are negatively impacting the completion of service jobs
- The global service organization challenges with service knowledge consolidation
- Simplifying access to Parts Catalogs and mobile inventory
- Leveraging collaborative tools to ensure real-time information
- Lessons learned from COVID in delivering services safely and efficiently
2.ROUNDTABLE: Connected Field Service Discussing How To Do More From A Distance
Jonathan Weiss - Vice President - Emerging Technologies - Software AG
How can field service organizations continue to deliver high quality service to their clients during a time when they're limited by the amount of in-person interactions?
Join our roundtable as we discuss how getting assets connected in the field can enable remote monitoring and servicing, helping to lower maintenance costs, reduce unplanned downtime and proactively address unforeseen issues. Key discussion points include:
- What unexpected or unforeseen challenges has the current climate presented?
- As a result of the evolving market, what are some new technology initiatives your organization is pursuing?
- In today's remote work environment, what are some challenges you see industries facing and how do you think we can fix them?
3.ROUNDTABLE: AR And The Return To Work: How Visual Assistance Improves Technician Effectiveness And Profitability Amid COVID-19
Ben Pinkerton, Vice President Product Marketing, SightCall
2020 has been a year of rapid digital transformation for field service and customer service organizations worldwide. As a result, Gartner predicts that AR technology is rapidly approaching mainstream adoption. AR-powered visual assistance helps service leaders to minimize service disruptions, maintain operations, prioritize safety and even improve profitability amid COVID-19.
This roundtable will discuss the challenges facing service organizations today. Using real use cases, we will discuss how companies like GE Healthcare and Kraft-Heinz successfully use AR visual assistance today to:
-Reduce truck rolls while improving fix rates and equipment uptime
-Decrease technician training time while retaining tribal knowledge
-Develop new revenue streams by monetizing AR video support
-Improve the customer experience through remote repairs and remote sales
