The Virtual Summit For Leaders in Customer Success, Service, & Support

December 08 - 10, 2020 | 12:00PM ET | 9:00AM PT

Vision of the Future of Field Service

As our final Virtual Event of the year, we will be laying out a bold vision of the future with THREE days of incredible content - where service & support experts bring you behind the scenes.

December 8 – 10, team up with 15+ speakers from all backgrounds of field service, and get the hard questions answered in real-time with Q+A opportunities.

What you'll learn:

  • How to define a cohesive vision for the organization that moves your employees
  • How to continue to drive profitability through servitization 
  • An in-depth exploration of new financial models
  • And so much more!
Reserve your FREE seat at this virtual event and level up your service playbook in time for 2021.


Our Speakers:

Chris Bade

Chris Bade

VP Field Service & Customer Support, Detection Systems

Analogic

John L. Corliss

John L. Corliss

VP Global Service & Sales Operations

Fluidigm

Eric Rivas

Eric Rivas

Director of Service

Cattron

Buddy Saucier

Buddy Saucier

Vice President Service & Security

Johnson Controls

Guilherme Blaschke

Guilherme Blaschke

Vice President of Customer Experience

Mack Trucks

Karin Hamel

Karin Hamel

Vice President, Services – U.S. Digital Buildings

Schneider Electric

Steven Zannos

Steven Zannos

Senior Director, Service Delivery

Electrolux

Dr. Marlene Kolodziej

Dr. Marlene Kolodziej

Vice President, Centralized Services

Ricoh USA, inc.

John Ryan

John Ryan

Director of Customer Support

HORIBA Instruments Incorporated

The Field Service 2020 Virtual Event Agenda

Tuesday, December 8th, 2020

    Day One: How to Define a Cohesive Vision for the Organization That Moves Your Employees

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

    TBD

    Learn more
  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    Within the service organization, change management is a constant occupation. Between talent management challenges related to an aging technician workforce, and the opposite but equally pressing challenges created by technology introduction and the adoption of new tools, leadership is the most applicable asset across the spectrum of challenges today. 

    This panel invites you to join as service leaders discuss the ways in which they have approached leader-led change management initiatives, and how leadership has made a difference in the trajectory of their organizations. 

    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:35 pm

    1:05 pm - 1:35 pm

    Knowledge capture has taken on a high level of prominence within service circles over the past several years, as an increasing use of contingent labor within many organizations means that training must be delivered efficiently and with the ability to be accessed by both full time and part time members of the technician force. Within this session, we will discuss the ways that organizations are reacting to the need for more readily accessible trainings, as well as how they are developing these using the expertise of their most reliable technicians. 

    Learn more
  • 1:35 pm - 1:55 pm

    1:35 pm - 1:55 pm

  • 1:55 pm - 2:35 pm

    1:55 pm - 2:35 pm

    Augmented Reality has a powerful use-case within the service organization, allowing teams to coordinate on a peer-led level, superimposing critical information on the real-time views of their colleagues on site. Within this session, we’ll discuss how AR can play a role in knowledge management within the organization, based on the successful use-cases of members of our community. 

    Learn more
  • 2:35 pm - 2:55 pm

    2:35 pm - 2:55 pm

  • 2:55 pm - 3:25 pm

    2:55 pm - 3:25 pm

    Chris Bade, VP Field Service & Customer Support, Detection Systems, Analogic

    Customer service is predicated on empowering communication, and taking action within a strategy backed by executive buy-in and ownership. Within this panel, we will discuss how service executives are empowering the customer voice and making steps to lead their teams based on the feedback they are receiving. You’ll come away with insights on how your team can obtain better customer feedback, and then develop that into a solid roadmap for change. 

    Learn more
  • 3:25 pm - 4:05 pm

    3:25 pm - 4:05 pm

  • 4:05 pm - 5:05 pm

    4:05 pm - 5:05 pm

    Roundtable Session 1: Presented by CSGI 

    Roundtable Sessions 2 

    Roundtable Sessions 3

    Learn more

Wednesday, December 9th, 2020

    Day Two: Driving Profitability Through Servitization

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

    TBD

    Learn more
  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    John Ryan, Director of Customer Support, HORIBA Instruments Incorporated

    Disruptive service refers to thinking outside of the box, and then implementing new capabilities beyond what might have been considered possible in the past. It’s become increasingly clear that the norms of an organization need to be consistently challenged, and so called “sacred-cows” must be actively evaluated. Many organizations have done exactly this within the past several months of COVID-19 response. This panel will seek to understand how we can continue to be disruptive, especially in the context of increasing service revenue. 

    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:35 pm

    1:05 pm - 1:35 pm

    Servitization can represent a radical shift within primary manufacturing organizations that have never seriously pursued service as a revenue stream. Within more mature markets, however, it may no longer be a case of going after low-hanging fruit when looking to increase profit margins related to service. This panel will seek to understand strategies for increasing service revenue within organizations that are not developing a revenue generating model for the first time and instead are trying to maintain and improve on a competitive edge through lean processes and strategy management. 

    Learn more
  • 1:35 pm - 1:55 pm

    1:35 pm - 1:55 pm

  • 1:55 pm - 2:25 pm

    1:55 pm - 2:25 pm

    Customers expect value within their service relationships, but in cases where the delivery of value is changed via the integration of new solutions, the ability to deliver service remotely instead of via a technician visit, or even put partly into customer hands via self-service options, that value may need to be communicated.


    This session will explore the two way paths of communication necessary to ensure that customers are aware of new value being created by changes in service delivery, and that service organizations remain attuned to their perceptions and needs.

    Learn more
  • 2:25 pm - 3:05 pm

    2:25 pm - 3:05 pm

  • 3:05 pm - 3:25 pm

    3:05 pm - 3:25 pm

    Within the past several years, the service industry has been able to greatly reduce product downtime through the introduction of preventative maintenance strategies, sensor-equipped products, and predictive analytics. However, the need to perform some reactive maintenance is persistent, and within this panel, we will invite our speakers to discuss the following topics:

    1)     Where has the need for reactive maintenance been most persistent, even in the midst of rolling out technology-based improvements?

    2)     How can we establish a plan to try to eliminate those areas where reactive actions still crop up?

    3)     Within what timeframes can we expect to have accomplished these key tasks, how do timetables vary by industry, and how can we “steal smart” from our peers in leading industries?

    Learn more
  • 3:25 pm - 3:45 pm

    3:25 pm - 3:45 pm

Thursday, December 10th, 2020

    Day Three: Everything-as-a-Service and Revolutionizing Delivery Models

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

    TBD

    Learn more
  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    Understanding the core technologies that will impact service delivery of service in 2021 will allow your organization to better calibrate your service delivery models and the SLAs within them. This panel will serve as a forum to discuss the tools that organizations are most excited to use and develop going into a new year.

    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:35 pm

    1:05 pm - 1:35 pm

    XaaS is an operational model that seeks to break down silos within operations, allowing for technology systems to equally serve the needs of the internal organization alongside those of the customer.


    Within this panel, we’ll discuss how this applies to service delivery models as another side of discussions around Outcomes as a Service strategies. Rethinking the tech infrastructure of the organization to support these hyper-integrated frameworks may not be something that the organization has been able to solve at this moment in time. That said, we will be framing this as a forward looking discussion into how the “As-a-Service” style delivery model will continue to shape technology and business structures in the next several years.

    Learn more
  • 1:35 pm - 2:05 pm

    1:35 pm - 2:05 pm

  • 2:05 pm - 2:35 pm

    2:05 pm - 2:35 pm

    Buddy Saucier, Vice President Service & Security, Johnson Controls
    John Ryan, Director of Customer Support, HORIBA Instruments Incorporated

    Maintaining technician safety is always a critical concern, and this concern has been magnified over the past year by the challenge of reacting to COVID-19.


    In this session, we will review what we’ve learned over the past year as it relates to the effective management of technician scheduling and deployment, how that may change in the context of contingent technician use, and what we can do going forward in order to continue to learn from our technician forces and prioritize their safety.

    Learn more
  • 2:35 pm - 3:05 pm

    2:35 pm - 3:05 pm

  • 3:05 pm - 3:25 pm

    3:05 pm - 3:25 pm

    Have you written down your service New Year’s resolutions? Get your pen ready for a discussion that will take you beyond the year to come and into the middle of the decade.


    The 2020’s hold significant potential for organizations that are able to take disruption in stride as a launching point to push themselves and challenge their preconceptions.


    We’ll kick-off our session by establishing our panelist’s wish-list of achievements for 2025. We’ll then move into practical tips for strategic planning and change management.


    While it’s impossible to say exactly what the next several years will hold, by the end of our conference you’ll have a solid idea of what your peers are planning for, and how you can apply their strategic thinking to your own most important milestones.

    Learn more
  • 3:25 pm - 3:55 pm

    3:25 pm - 3:55 pm

  • 3:55 pm - 4:30 pm

    3:55 pm - 4:30 pm

    We’ll wrap things up with an opportunity for today’s panelists/presenters to respond to submitted questions from our attendees.

    This session will be reserved as an invitational session for our executive level speaker faculty, so come prepared with your most high-level procurement questions! 

    Learn more

Word on the Street

The Best in the Industry

“Field Service is the number one conference to learn what’s happening in service today.” 

James Crowl
US Country Service Manager
 ABB



Transforming
Together

“Attending Field Service is critical to any organization looking to transform their field workforce.”

Marc Coleman
Head Of Field Service
MilliporeSigma

Community Unlike
Any Other

“The sense of community you’ll find at Field Service is unlike any other show.”

Brad Meiners
Field Operations Manage
CYMER

Going the 
Extra Mile 

“I’ve gained strategies that have helped us grow, and take us to the next level.”

Shawn Weber
National Service Manager
AMETEK



All of the Major Players in One Place:

Leading Content. Zero Cost. Zero Travel.

Hear Firsthand From Seasoned Innovators, at Zero Cost

Listen to leading experts for an honest, unbiased view of what works now and where the future is headed. Every single session is totally free. This is major value at zero cost.


Get Solutions To Your Most Pressing Problems, Always

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the industry forward. If you can't make all of the sessions, no biggie. Everyone registered gets a copy of the on-demand sessions

Watch From Your Own Home, No OOO Needed

Since the event has multiple sessions, you select the material that makes the most sense for you.  Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you! Enjoy all the perks of a live event while saving travel budget and PTO days.


Our Audience Breakdown

Let’s Connect & Create A Custom Experience

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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 field service executives from applicable organizations. 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.