The Virtual Event for European Field Service & Customer Support Leaders

24 February, 2021 | Starts at 12PM CET

The Field Service Europe Virtual Event

The Field Service industry has continued to adapt throughout the ongoing COVID-19 pandemic. Everything from customer habits to how you interact with your team has rapidly changed as we all navigate these uncertain times.

Join us for the Field Service Europe Virtual Event to stay connected with the community and get the latest best practices in crisis risk mitigation, customer experience initiatives and much more. Our content is designed to help you navigate fast-moving, complex challenges.

We have supported the growth of the service industry for over 20 years by bringing together hundreds of industry leaders from industrial organizations and commercial service firms. Our online format includes a series of case studies, panel discussions, and round-tables for an unbiased looks at what works and future trends.

Transformative Content, Just A Click Away

Hear Firsthand from Seasoned Service Innovators

Listen to industry leaders discuss their perspectives on the Field Service industry throughout 2020 and beyond. Enjoy an in-depth discussion of key industry drivers.

Get Solutions to Pressing Problems (You're Not Alone!)

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the ecommerce industry forward.

Get a Range of Insights on the Subjects That Interest You

Since the event has multiple sessions, you select the material that makes the most sense for you and your team. Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you!

Our Speakers:

Xavier Bertrand

Xavier Bertrand

VP Healthcare Services & Alliances EMEA

Boston Scientific

Petra Popp

Petra Popp

Head of Service and Aftersales


Ravichandra Kshirsagar

Ravichandra Kshirsagar

VP Digital Buildings Services

Schneider Electric

Kevin Bowers

Kevin Bowers

Director of Field Service Research

Technology & Services Industry Association (TSIA)

Robin Butler

Robin Butler

Group Field Service Director

Waterlogic Group

Paul Whittingham

Paul Whittingham

Global Business Development Director

Schneider Electric

Jordi Campos Gollart

Jordi Campos Gollart

Director – Onsite Services EMA, Aftermarket Services and Solutions (AMSS)

Flowserve Corporation

Martina Stefanon

Martina Stefanon

IMA Digital Business Development Manager

IMA Group

Paul Brooks

Paul Brooks

Digital Transformation Manager


Greg McCormick

Greg McCormick

IS Director, Business Partner


Edwin Pahk

Edwin Pahk

VP of Product Marketing


Shaun Riordan

Shaun Riordan

Global Black Belt for Field Service (Dynamics 365) – EMEA

Microsoft Corporation

Pat Foley

Pat Foley

Client Director


Johan Franck

Johan Franck

Associate Partner

Field Service in Motion

Dominique Vaes

Dominique Vaes

Founder and Senior Partner

Field Service in Motion

Chris Rand

Chris Rand

Virtual Event Producer & Research Manager

Field Service Europe | WBR Insights

The Field Service Europe Agenda

All Sessions listed in Central European Time (CET)

24 February, 2021

    Emerging Strategies and Technologies in Global Field Service

  • 11:00 am - 11:45 am

    11:00 am - 11:45 am

    Paul Brooks, Digital Transformation Manager, PTC
    Martina Stefanon, IMA Digital Business Development Manager, IMA Group

    Limited seats available. Register here:

    Even if excellent service is part of your company’s DNA, digital transformation for service organizations is no longer a question of “if”,

    but rather “when”. The terrible circumstances of the recent past reinforce the need for re-evaluating the traditional service delivery

    model and consider what it will take to truly become a trusted advisor.  

    Join us as our two industry experts discuss:

    • Planning a digital transformation roadmap
    • Organizational concerns
    • What you need beyond data
    Learn more
  • 12:10 pm - 12:15 pm

    12:10 pm - 12:15 pm

    Chris Rand, Virtual Event Producer & Research Manager, Field Service Europe | WBR Insights

    Chris Rand, Virtual Event Producer & Research Manager, Field Service Europe | WBR insights

    Learn more
  • 12:15 pm - 12:40 pm

    12:15 pm - 12:40 pm

    Petra Popp, Head of Service and Aftersales, Tecan
    Kevin Bowers, Director of Field Service Research, Technology & Services Industry Association (TSIA)

    2020 was a year defined by disruption and an unavoidable need to adapt. But many field service organizations have not only excelled—they’ve identified “silver linings” that will improve business processes for years to come.

    In our opening session kicking off the first Field Service Europe virtual event of the New Year, our speakers will share insights into global trends shaping the future of field service strategy and success.

    Learn more
  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 pm

    Shaun Riordan, Global Black Belt for Field Service (Dynamics 365) – EMEA, Microsoft Corporation

    We live in a rapidly evolving global environment where companies across all industries are increasingly exposed to operational upheaval caused by major issues like the ongoing pandemic, climate change, complex cross-country economic interdependencies and more. Organizations need to be agile in adapting their operations to ensure business continuity as their top priority. Mixed reality presents a unique opportunity for companies to expand their arsenal needed to survive, adapt, and succeed in this new business landscape. Discover how mixed reality business apps like Dynamics 365 Remote Assist and Guides are helping transform organizations, enabling them to reap significant cost savings whilst unlocking a plethora of benefits including minimizing their carbon footprint, boosting employee productivity, driving business process improvements and establishing a competitive differentiation.

    Learn more
  • 1:00 pm - 1:25 pm

    1:00 pm - 1:25 pm

    Ravichandra Kshirsagar, VP Digital Buildings Services, Schneider Electric
    Paul Whittingham, Global Business Development Director, Schneider Electric

    In 2022, more than 60% of asset manufacturers will offer outcomes-based service contracts—up from less than 15% in 2018, Gartner reports. Already, the proactive (rather than reactive) service models that make this possible are at adoption-levels of interest. This session explores how service organizations can adapt their operations, offerings, and technologies to achieve this new goal.

    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Greg McCormick, IS Director, Business Partner, Stryker
    Edwin Pahk, VP of Product Marketing, Aquant

    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

    Learn more
  • 1:45 pm - 2:10 pm

    1:45 pm - 2:10 pm

    Robin Butler, Group Field Service Director, Waterlogic Group
    Jordi Campos Gollart, Director – Onsite Services EMA, Aftermarket Services and Solutions (AMSS), Flowserve Corporation

    For customers, service experiences increasingly involve automated features in addition to person-to-person interactions. But even as field service becomes more technology driven, it remains a “people” business—communicating with customers is central to business success. This session identifies best practices when building company culture and techniques around person-to-customer interactions, event as automated and self-service technologies improve.

    Topics of discussion include:

    • Providing service teams with the resources they need to service customers individually
    • Creating a company culture that uses the right balance of technology and personal touch
    • Ensuring technicians have the right trainings for engaging and advising customers
    Learn more
  • 2:10 pm - 2:30 pm

    2:10 pm - 2:30 pm

    Pat Foley, Client Director, ProntoForms
    Dominique Vaes, Founder and Senior Partner, Field Service in Motion
    Johan Franck, Associate Partner, Field Service in Motion

    Gain valuable insights from a squad with numerous years of field service experience working at Fortune 500 companies. Pat Foley, ProntoForms’ Client Director will be joined by Dominique Vaes, Founder and Senior Partner at Field Service in Motion, and Johan Franck, Associate Partner at Field Service in Motion, to discuss their lessons learned with digital transformation trends. Come learn how to hit targets no matter how agile and fast digital goals are becoming.

    In this session, discover:

    • How digital transformation is now table stakes in 2021
    • What leading field organizations are asking about digital transformation
    • How to gain organizational commitment and then manage change
    • The power of low-code apps for field service productivity
    Learn more
  • 2:30 pm - 2:55 pm

    2:30 pm - 2:55 pm

    Xavier Bertrand, VP Healthcare Services & Alliances EMEA, Boston Scientific
    Petra Popp, Head of Service and Aftersales, Tecan

    As the COVID-19 pandemic exposes vulnerabilities across organizations, service organizations need to adapt service to address a range of new concerns among their customers. This introduces new challenges to service and uptime; but also, new opportunities to create new offerings that meet those customers’ evolving demands and concerns. This session explores these new opportunities, including strategies for transitioning customers to new, higher-end services.

    Topics of discussion include:

    • Assessing new customer needs and identifying related revenue opportunities
    • Defining the post-pandemic services that will change the status quo post-pandemic
    • Sharing strategies for transitioning customer to new, added-value service agreements
    Learn more
  • 2:55 pm - 3:20 pm

    2:55 pm - 3:20 pm

    Robin Butler, Group Field Service Director, Waterlogic Group

    Outsourcing is a modern necessary for many field service organizations, especially as the attempt to provide a wide variety of service experiences across different customers and locations. But challenges in communication, consistency, and accountability often arise as a result. This session identifies some best practices to help service organizations ensure third-party partners integrate, communicate, and delegate successfully to provide exceptional service experiences, in every case.

    Topics of discussion include:

    • Identifying which qualities to look for in your next service partner
    • Integrating your and your vendors’ systems for superior performance
    • Ensuring accountability and consistency in service experiences for customers
    • Personalizing or regionalizing service for various customer groups or geographies
    Learn more
  • 3:20 pm - 3:25 pm

    3:20 pm - 3:25 pm

    Chris Rand, Virtual Event Producer & Research Manager, Field Service Europe | WBR Insights

     Chris Rand, Virtual Event Producer & Research Manager, Field Service Europe | WBR insights

    Learn more

All of the Major Players in One Place

Word on the Street

92% of our previous Field Service Europe Virtual Event attendees said they will implement 2-3 great ideas from the event in the next 6-12 months!

“I really enjoyed eTail Europe. Very useful content from the speakers, some of which we have already translated into action within our business and given us food for thought in developing future strategies for our Omnichannel journey.”

Michael Durbridge
Andrew Martin

“A very high standard of content and presentation performance. An excellent attendance from a wide, cross mix of fellow professionals also offered good networking opportunities. Overall extremely worthwhile.”

Stephen McCreath
 Group Marketing Director

“A hugely valuable conference with lots of great takeaways, ideas and inspiration. The different tracks allow you to personalise the day & choose the content relevant to you.“

Vicky Bell
Head of eCommerce
Astley Clarke

Let’s Connect & Create A Custom Experience


Hi, I'm Alex Cherkovets, the Sponsorship Director for Field Service Europe Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

In Partnership With:

“Field Service has the perfect level of seniority. they are the real decision makers with incredible buying power. We come to meet the right people and make deals"

- Chris Pietsch, Sales Manager, ServiceLive, Inc.

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 practicing 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.