The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support

November 17 - 18, 2020 | 12:15 - 5:10pm ET

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Sponsor

Roy Dockery

Vice President, Field Operations Swisslog Healthcare Solutions

Roy Dockery currently serves as the VP of Field Operations for Swisslog Healthcare North America. In this role, he oversees Field Service, Support Services, Technical Training, and Operations Administration for Swisslog’s healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the Pharmacy Automation service division from the ground up as the Director of Field Service Operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction. Roy currently serves as a member of TSIA’s Healthcare Advisory Board.

Day One – November 17, 2020

12:30 PM PANEL DISCUSSION: Moving With The Speed Of The Pandemic – Adapting To Become An Agile And Innovative Service Organization

Day Two – Nov 18, 2020

1:40 PM FIRESIDE CHAT: Rebuilding And Reframing Service Offerings To be More Flexible And Meet Your Customer Needs In Challenging Times

4:10 PM INTERACTIVE VIP ROUNDTABLES:

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