Field Service Connect Virtual Event

• Evaluating your service infrastructure and changes you need to make to stay operational
• Understanding the evolving nature of customers’ needs and empowering your teams to deliver on new demands
• Gearing your technology investment strategy towards smarter, automated service

• Remote monitoring services for critical assets
• Reliable condition-based maintenance
• Driving annual business savings and efficiency
• Justifying the cost of remote services

See how organizations are harnessing the power of Augmented Reality to accelerate productivity and response time.

During this live and interactive roll-up-your-sleeves workshop, compare notes and discuss with other field service executives:

·        Which solutions are yielding the strongest results?

·        How are organizations monetizing their investments and accelerating ROI achievement?

·        How long is the adoption curves and what are the challenges with onboarding, rollout and execution?

·        How well are these platforms integrating with other solutions such as AI, Augmented Reality and other self-service offerings?

NOTE: Think Tanks are reserved for a maximum of 8 field service executives. Advanced registration required.

• Extracting full value out of your service systems and data
• Lowering the costs of your maintenance teams
• Reducing unscheduled maintenance
• Driving informed business decisions

Hughes Network is using RPA to automate its field service back-office automation, helping to accelerate its digital transformation. RPA is a technology that develops “digital workers” (software robots, if you will) to help and support the human workforce. Hear how this initiative is helping Hughes:

• Bridge the gap where software integration and enhancement projects are backlogged
• Considerably Increase customer experience and engagement, and field operations SLAs many fold
• Significantly reduced the cost of operations

Sonya Roshek has more than 22 years of leadership and telecom operations experience in the areas of construction, organizational development, profit and loss, labor relations, staffing, training, quality/safety, estimating, procurement, material management and real estate. She has championed new lines of business including outside plant (fiber to the home), DAS, Small Cell and Distributed Infrastructure (car charging stations) across the US. Sonya has led large-scale projects including completing a multi-discipline green-field wireless build with microwave overlay for a new carrier spanning two Canadian providences, has served as project lead for both the wire-line and wireless network installations for the 2002 Olympic Games, and managed the integration of more than 10,000 cells in the Remote Integration Testing Center (RITC).  Sonya is on the Board of Governors for the National Wireless Safety Alliance (NWSA) and is working on the taskforces to advance and standardize the tower industry. 

In this keynote, Sonya will be discussing how technology is changing the way B+T Group, a full-service wireless engineering, construction and technical services firm, efficiently manages large-scale projects, eliminates unnecessary field visits, provides more accurate and timely information to clients and makes human errors obsolete. The methods Sonya will discuss have been tested throughout a number of industries: oil and gas, manufacturing, retail, residential construction and telecommunications, and she will share specific examples of how 3D photogrammetry can be leveraged to create simulations, accurate dimensions, develop engineering documentation and assist with real time data collection. Key takeaways include:

• Techniques that can help improve your data and client relationships
• Remove human error in data collection
• Realistic 3D modeling used for engineering documentation
• Reducing trips to the field for verification

• Expand Your Service Offerings to Include Outcome-Based or Hybrid Service Delivery Models -- Moderated by Steve Mason, COO, FieldAware

• Harnessing Mobile Knowledge Management to Elevate Customer Experience – Moderated by Josh Russell, Group Product Manager, Mize

OTHER TOPICS MAY INCLUDE:

• Leveraging Cloud for Secure, Data-Driven Field Operations
• Virtual Service and Support in a Touchless Environment
• Transforming Your Service Business with Machine Learning and AI
• Harnessing Mobile Knowledge Management to Elevate Customer Experience
• Driving Service Resiliency with IoT and Service Automation

Remember the good old days when you could go to in-person events, meet new people, and share experiences with your peers? 

So do we, and Aquant is bringing Las Vegas to you! Enjoy all the casino favorites including Blackjack, 3 Card Poker, and Roulette! 

Whether you bet on black or red, it's going to be a night of fun! 

These are live and interactive, roll-up-your-sleeves workshops, where field service executives can compare notes and discuss topics and business concerns in private. Think Tanks are reserved for a maximum of 8 field service executives. Advanced registration is required.

Balancing Remote Support and Customer Satisfaction --Moderated by Steven Zannos, Senior Director, Service Delivery, Electrolux

•  What are the biggest lessons learned and successes during the pandemic to accelerate remote support
• How satisfied are customers with remote service? Pros and cons?
• What works and what doesn’t and why?
• What are the best use cases for remote maintenance, repair and support?
• What other technologies are supporting execution?

Talent Management: The Impacts of the Pandemic and Digital Disruption - Moderator TBD

•  What are the biggest staffing challenges and issues through disruption and change
• How are you supporting employees' mental and physical health concerns and stress during the pandemic
• How has the pandemic shifted and changed your recruitment and retention initiatives for a more diverse employee base
• How are you implementing training and onboarding new employees

·       

• Evaluating pandemic-driven supply chain changes and decisions made to date to maximize your logistics partnerships and meet customer demand tomorrow
• Measuring parts supply effectiveness with the right metrics and KPIs
• Exploring AI and ML capabilities that could propel your supply chain planning and crisis-management forecasting to new levels of accuracy and efficiency

• Demonstrating the true value of reliable, uninterrupted service to the customer
• Maximizing customer collaboration opportunities presented by the pandemic
• Seizing the value of the customer data you are collecting today to improve your future products and services
• Bridging the gaps between real-life customer experience and your evolving business goals

When the world shut down, and everything stopped – Field Service did not. With stay at-home orders, new health and safety guidelines, and supply chain disruptions – field service organizations were presented with a unique opportunity to embrace digital transformation and pivot business models to unlock new revenue while reducing operational costs and improving the customer experience.

This session will examine three service models forward-thinking service organizations are adopting to grow their business. Plus, we’ll provide insight into how technologies such as artificial intelligence, machine learning, bots, guided processes, and enhanced collaboration tools are key components in today’s digital transformation. ­­

In this session you will:

·        Understand new subscription models, including product-as-a-service, and how an integrated customer experience enables field service organizations to drive revenue

·        Learn why asset-based service organizations focused on outcome-centric models (i.e., uptime and asset performance) are increasing lifetime customer value

·        Learn how an integrated supply chain facilitates growth for parts-based service while increasing first-time fix rates 

• Strategic projections about key investments, including but not limited to technologies that will transform the industry in the post-pandemic marketplace
• Recommendations on how to guarantee the ROI of these important investments -- people, training and upskilling, tech solutions, and data analytics for continuous improvement.
• Overcoming cultural change challenges to ensure the success of accelerated digital tools adoption.

Covid-19 accelerated transformation projects in the medical device space. Multi-year timelines shrunk dramatically to keep up with the pace of change, especially around customer expectations. But how specifically have medical device service organizations implemented these whirlwind shifts in digital transformation plans?

Greg McCormick, IS Director, Business Partner, Stryker, examines how his team overcame challenges big and small. He’ll talk about how they fast-tracked projects aimed at improving service outcomes, upskilling the workforce, and preparing the organization for sustained, future growth. McCormick will dive into:

● How the Covid 19 pandemic inspired a faster path to innovation at Stryker

● The role that technology, including AI, has played in developing a more resilient workforce

● How his team changed the way they track and utilize service data as part of this transformation

● Lessons learned, and top tips about what’s working, and what they’d do differently

● Lessons learned and top tips for his peers when it comes to deriving quick value from AI solutions for service

Buildings contribute ~40% of global CO2 emissions and ~35% of energy consumption Few can deny that digitalizing large legacy buildings -- like hospitals, universities, banks and other finance institutions – is necessary on many levels to enhance employee and client comfort and safety, as well as the data it yields to better manage the assets. The challenge, however, is reaping the ROI. Come hear how Schneider Electric is beginning to monetize digital service conversions across its global building asset base. Ravichandra and Keith will share:

• How the company Is tackling efficiency and sustainability challenges in its buildings, and its vision for its buildings of the future
• Its Digital offer and services to deliver customer success value
• ROI-driven services monetization models

• Embracing the acceleration of digital transformation within your service organization, ensuring internal buy-in and business goals alignment
• Balancing the alignment of solutions with current service needs
• Protecting your service business from rush decision-making and technology implementation mistakes
• Ensuring that technologies you are investing in today will deliver true value to your customers in the long run