The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support
November 17 - 18, 2020 | 12:15 - 5:10pm ET
Day Two – Nov 18, 2020
12:15 pm - 12:30 pm
Chairperson’s Welcome & Opening Remarks
12:30 pm - 1:05 pm
PANEL DISCUSSION: Alleviating Safety Concerns - How To Keep Both Staff And Customers Safe And Sane In A Time Of Crisis
Vito Minneci -
VP North America Parts,
Hobart Service, ITW
Sven Rothfuss -
Head of Global Performance, Field Service and O&M,
SMA America
Mike McElrath -
President,
EMCOR Facilities Services
1:05 pm - 1:40 pm
FIRESIDE CHAT: Leveraging Data And Cutting-Edge Technologies To Serve Your Customers In A Socially Distanced World
Bob Feiner -
Senior Vice President, Global Partner, Education and Fulfillment Services,
Dell Inc.
Bob Feiner
Senior Vice President, Global Partner, Education and Fulfillment ServicesDell Inc.
1:40 pm - 2:15 pm
FIRESIDE CHAT: Rebuilding And Reframing Service Offerings To be More Flexible And Meet Your Customer Needs In Challenging Times
Roy Dockery -
Vice President, Field Operations,
Swisslog Healthcare Solutions
2:15 pm - 2:30 pm
BREAK
2:30 pm - 3:00 pm
PANEL DISCUSSION: How Toshiba Global Commerce Solutions Uses AR And Remote Assistance In Field Services To Improve The Consumer Experience And Drive Down Cost
Steve Petruk -
President, Business Process Outsourcing,
COMPUTER GENERATED SOLUTIONS INC.
Chris Lemley -
Executive Director, Managed Services - Americas,
Toshiba Global Commerce Solutions
Doug Stephen -
President Learning Division, Teamwork AR,
COMPUTER GENERATED SOLUTIONS INC.
Brian L. Osborne -
Client Delivery Executive,
Toshiba Global Commerce Solutions
The use of augmented reality (AR) in field service has increased exponentially during the pandemic as more organizations look to provide service remotely. Pre-COVID-19, Toshiba Global Commerce Solutions (TGCS) was implementing cost-effective solutions for its remote learning programs, incorporating AR capabilities. In this case study, senior leaders from the TGCS Client Services Delivery team and CGS will share how the implementation of Teamwork AR™ has provided field technicians hands-on experience with essential equipment from home or office. The use of AR increased retention, captured service technician performance data from field service management (FSM) applications to improve training engagement and allowed for the seamless updating of training materials and processes when rapid response changes were required. They will also discuss use cases and opportunities for AR in field service as businesses continue to navigate in a post-pandemic environment.
Chris Lemley
Executive Director, Managed Services - AmericasToshiba Global Commerce Solutions
3:00 pm - 3:30 pm
FIRESIDE CHAT: Becoming A Customer Centric Organization
Robb Origer -
Vice President, In-Home Services,
Dish Network
DISH provides TV service to millions of customers nationally. They believe their customer-first approach across the organization is critical to their success. DISH's In-Home Service technicians provide their award-winning on-site experience to their customers daily. Learn about the evolution of DISH's field-service team and how they transformed into a truly customer centric organization
3:30 pm - 4:00 pm
FIRESIDE CHAT: Training, Information & Knowledge Management In A Covid and Post Covid World
Steven Zannos -
Senior Director, Service Delivery,
Electrolux
4:00 pm - 4:10 pm
TRANSITION INTO INTERACTIVE VIP ROUNDTABLES:
4:10 pm - 4:55 pm
INTERACTIVE VIP ROUNDTABLES:
Roy Dockery -
Vice President, Field Operations,
Swisslog Healthcare Solutions
Dave Malenfant -
Director Center for Supply Chain Innovation, Industry Liaison and Talent De,
Texas Christian University, BSMA (Biotech Supply Management Alliance)
Steven Zannos -
Senior Director, Service Delivery,
Electrolux
Moe Mustafa -
Retired Vice President, Field Service, AT&T,
AT&T
Topics may include:
1. ROUNDTABLE: Embracing Diversity And Inclusion In Your Company Culture
Roy A Dockery, VP of Customer Care, Swisslog Healthcare North America
2. ROUNDTABLE: Knowledge Tools And Training To Improve Customer Engagement
Steven Zannos, Sr. Director, Customer Care, Electroux Major Appliances
3. ROUNDTABLE: Tackling Supply Chain Issues
M. Dave Malenfant, Director, Outreach & Partnerships, Center for Supply Chain Innovation
4.ROUNDTABLE: Leveraging Digital Tools To Augment In-Home Service
Moe Mustafa, Retired VP Field Service, AT&T
- how do you install or repair service while minimizing customer face to face contact
- leveraging digital tools to facilitate interaction
- ensuring safety first in all points of contacts
Dave Malenfant
Director Center for Supply Chain Innovation, Industry Liaison and Talent DeTexas Christian University, BSMA (Biotech Supply Management Alliance)
