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

July 20-21, 2021| 1:00pm ET

Field Service Connect Virtual Event

Since 2003, Field Service has been bringing together the world’s leading service organizations to benchmark, establish best practices, embrace new technologies, and build a strong network to optimize field operations and increase service revenue. 

Field Service Connect is a private, invitation-only virtual event customized for leaders in customer success, service and support.

Attendees receive access to all educational content (fireside chats, panels, keynotes, think tanks, and roundtables) delivered by other senior executives and get the opportunity to have pre-scheduled 1-to-1 meetings with solution providers who can help you keep your company competitive and thriving.

A Unique Experience

The Field Service Connect Virtual Event is an online forum mirroring our in-person events. We’re bringing you exclusive knowledge from top-notch industry leaders at the touch of a button.

Here's what you get when you attend:

Pre-Scheduled 1:1 Meetings

See someone on our attendee list you want to meet? Mutually matched and pre-scheduled 1:1 meetings with your prospects and peers make it easy to further business. No more fruitless conversation. No more tradeshows.

Executive-Level Content

We provide custom-made, high-level content that fosters a fruitful dialogue among participants. Engage in in-depth discussions on how to optimize field operations and increase service revenue.

Exclusive Networking

Meet only the most senior-level executives in an intimate and interactive environment.

Our Speakers. Your Visionaries.

Dr. Raman K. Attri

Dr. Raman K. Attri

Global Corporate Learning Leader

KLA Corp.

Gerald Norz

Gerald Norz

VP Global Customer Service

Durr Systems

Shannon Kell

Shannon Kell

Senior Program Manager - Digital Transformation

Johnson Controls

Seth Rawson

Seth Rawson


Capital Heating and Cooling

Haroon Abbu

Haroon Abbu

Vice President, Analytics Practice and Data Services Business

Bell and Howell

Bill McCarthy

Bill McCarthy

VP Sales, Marketing & Field Service

Stanley Access Technologies

Anthony Bacak

Anthony Bacak

Section Manager - Field Services

National Instruments

Michael Lamb

Michael Lamb

Director of Parts & Service Sales

Acme Manufacturing

Stephen Goulbourne

Stephen Goulbourne

Global Program Director - Global Service


Field Service Connect Virtual Event Agenda

All Session times displayed in Eastern Time

Day One – July 20, 2021

    Enabling Hybrid Operations In The Post-Pandemic Economy While Elevating Service, Revenue And Profit

  • 12:15 pm - 1:00 pm

    12:15 pm - 1:00 pm

    Connect in a private Zoom rooms with leaders who do what you do. Benchmark, share and learn from each other. Select one of these two groups:

    1. Global Heads/SVPs/VPs of Customer/Field Services
    2. Knowledge Capture - Data Analytics/Benchmarking

    NOTE: Pre-event sign-up required. Limited seating available. For Field Service leaders only please.

    Learn more
  • 1:00 pm - 1:10 pm

    1:00 pm - 1:10 pm

  • 1:10 pm - 1:20 pm

    1:10 pm - 1:20 pm

  • 1:20 pm - 2:00 pm

    1:20 pm - 2:00 pm

    Bill McCarthy, VP Sales, Marketing & Field Service, Stanley Access Technologies
    Drey Taylor, Director, Field Service, Acuity Brands Lighting
    Stephen Goulbourne, Global Program Director - Global Service, Mettler-Toledo

    Give the past year, it’s difficult to plan for the future since none of us truly know what’s ahead or when the economy and everyday life will return to normal. But field service resiliency this past year is certainly elevating outcomes and organizational agility in preparation for whatever the future holds. We will discuss:

    • The role of remote services in the future and new opportunities it revealed
    • How in-person service will begin to ramp back up where needed and possible
    • Training technicians to be comfortable in both in-person and remote settings
    • How a focus on soft skills training might become even more imperative in the future
    Learn more
  • 2:00 pm - 2:20 pm

    2:00 pm - 2:20 pm

  • 2:20 pm - 2:40 pm

    2:20 pm - 2:40 pm

    Typically, customers prefer not to see their service technicians often. With that in mind, which service organizations are investing in knowledge-based self-service support, which is a blend of customer-initiated interaction technologies that enable customers to solve problems themselves without reaching out to a customer care department.

    • For what business segments is this ideal?
    • What channels of self-service are most user friendly for customers -- such as electronic records management systems, chat and/or knowledge bases?
    • What is the most important criteria when considering adoption of knowledge-based solutions? 
    Learn more
  • 2:40 pm - 3:00 pm

    2:40 pm - 3:00 pm

    Learn more
  • 3:00 pm - 3:40 pm

    3:00 pm - 3:40 pm

    Gerald Norz, VP Global Customer Service, Durr Systems

    The pandemic taught field service professionals a lot about their companies’ and their field force resilience, speed and agility. Many pivoted their business models quickly under duress, but some business sectors have been slower to recover as customer demand has not returned to pre-pandemic levels.

    • How have companies recaptured revenue by exploring new/different business sectors and revenue streams?
    • What business sector/adjacencies offered opportunity and how did they break into them?
    • How were field service technicians trained quickly in new areas to respond to the new business opportunities
    Learn more
  • 3:40 pm - 4:00 pm

    3:40 pm - 4:00 pm

    Shannon Kell, Senior Program Manager - Digital Transformation, Johnson Controls

    The digital journey, as they say, is not finite. It never ends, and in fact changes and evolves over time. That concept can be very daunting to field service teams, making it critical to develop key performance indicators and important milestone goals along the way. Learn how Johnson Controls is:

    • Introducing a new talent acquisition and KPI strategy that is gaining traction with those responsible/accountable
    • Closing program gaps to ensure technician and sales adoption
    • Data integration that will lead to better analytics and insights for continuous improvement
    Learn more
  • 4:00 pm - 4:05 pm

    4:00 pm - 4:05 pm

  • 4:05 pm - 4:50 pm

    4:05 pm - 4:50 pm

    Topics Could Include:

    1. Leveraging Cloud for Secure, Data-Driven Field Operations
    2. Virtual Service and Support in a Touchless Environment
    3. Transforming Your Service Business with Machine Learning and AI
    4. Driving Service Resiliency with IoT and Service Automation
    Learn more
  • 4:50 pm - 4:50 pm

    4:50 pm - 4:50 pm

Day Two – July 21, 2021

    Accelerating Service Digitalization And Data Analytics To Improve Customer Experience, Technician Proficiency And Job Satisfaction

  • 12:15 pm - 1:00 pm

    12:15 pm - 1:00 pm

    Join us for this fun and interactive meet-and-greet session, where you can Connect with multiple industry leaders in quick 5 minute, 1:1 meetings.

    NOTE: Pre-event sign-up required. Limited seating available.

    Learn more
  • 1:00 pm - 1:05 pm

    1:00 pm - 1:05 pm

  • 1:05 pm - 1:45 pm

    1:05 pm - 1:45 pm

    Haroon Abbu, Vice President, Analytics Practice and Data Services Business, Bell and Howell
    Anthony Bacak, Section Manager - Field Services, National Instruments

    Predictive analytics and maintenance -- which enable field service executive and technicians to anticipate and address maintenance problems before they rear their ugly heads -- is a sure fire way to break out of the broke-fix cycle. How better to enhance customer relationships and satisfaction by reducing costly down time and yielding data and insights that are making machines/systems, and their operators, smarter.

    In this session, we’ll discuss how to:

    • Set goals, build a strategic plan and get started
    • Select the best use cases to begin with to achieve small, quick wins that can be built upon
    • Achieve other benefits and savings besides preventing equipment break down
    Learn more
  • 1:45 pm - 2:05 pm

    1:45 pm - 2:05 pm

    Dr. Raman K. Attri, Global Corporate Learning Leader, KLA Corp.

    The high-paced business drives service organizations to meet the heightened customer expectations to support next-generation complex products and services. The speed with which we develop field service skills on never-seen-before technologies or products is now far more critical during and post-Covid era. This keynote focuses on how best-in-class organizations design a speed-enabling ecosystem that develops field service proficiency at a faster rate.

    Based on extensive research with 85 world leaders from 70 best-in-class organizations, this session will provide powerful insights on how the game-changing organizations have taken a strategic stance of keeping the speed of employee development at the centerpiece of their service strategies.

    Key takeaways:

    • Understand time to proficiency metrics as a competitive weapon
    • How to speed up service staff’s performance at a faster rate
    • Identify the elements of a speed-enabling ecosystem
    • Understand four strategic approaches from best-in-class organizations

    Adopt a thinking process on keeping speed at the center of service readiness

    Learn more
  • 2:05 pm - 2:25 pm

    2:05 pm - 2:25 pm

    One of the core benefits of digitalization is Big Data. But data is useless unless you harness and analyze it to identify important business trends, and apply machine learning and artificial intelligence to it to enhance performance – from the technician in the field to every interaction and touchpoint with customers.

    Learn more
  • 2:25 pm - 3:05 pm

    2:25 pm - 3:05 pm

    Seth Rawson, COO, Capital Heating and Cooling

    From high-tech to low-tech approaches, continuous training is vital to ensure technician skills sets are honed and enhanced so they and your service organization can stay ahead of customer need and demand. Good training practices and mentoring are some ways to facilitate knowledge transfer, which can also lower turnover and enhance career development. 

    Learn more
  • 3:05 pm - 3:05 pm

    3:05 pm - 3:05 pm

Word On The Street

"It’s a good balance between general sessions, round tables and one-to-one meetings. I’ll follow-up with the solutions providers I met and very much enjoyed the presentations during the general sessions. This is what I need to improve my own operations."

Didier Teiller
SVP, Customer Care

“I like the small group format, it allow one-on-ones to discuss challenges, opportunities and strategies. The 30 minute vendor meetings are very effective in determining next step.”

Brian Craft
Director, National Service

"The event was really designed around the attendees with plenty of time for networking, great presentations, and roundtable discussions. Attendees could selectively meet 1-on-1 with vendors in a low-pressure setting. My biggest take-aways were based on insights gained from other industry peers, which provided great value!”

Peter Seyfert

Bringing Together The Best In Service

Let’s Connect & Create A Custom Experience


Hi, I'm Rachel, the Sponsorship Director for Field Service Connect Virtual Event. I'm here to help you maximize your experience by designing a sponsorship to fit your exact needs. Reach out by clicking the button below and I’ll be in touch within 24 hours. 

Sponsorship Options To Fit Your Needs

1-To-1 Meetings

Guaranteed. Meet face to face with pre-qualified and profiled delegates who have identified they are currently sourcing your solutions, with budget to do so.

Speaking Roles

Whether as keynote speaker or joining a panel, your solutions will be showcased in front of a highly targeted (and engaged!) group of actual decision makers.

Roundtable Host

Interaction you'll love!  You control the conversation in this intimate setting with the senior level executives you want to advance your business.

Spend Insights

All delegates are profiled for spend areas and timelines to simplify your prospect search. Identify companies seeking your solutions in this unique report.

Your Target Audience

Word On The Street


“The conference was excellent! It was small and intimate enabling much better networking for all, there was time and
opportunity to learn from each other, and there were some interesting vendors who could share potential solutions with us.”

Tim Spencer
SVP and General Manager Service Operations


“It provides chance to be with peers in a small setting. The format is great and provides some insight to what other folks are doing, dealing with and solutions being implemented.”

Ray West
Director North American Field Service


“It is very focused on strategic issues with higher seniority team members. The vendor interaction is controlled and very effective.”

Charles Hughes
Technical Site Services Vice President

How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for service and support executives. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.