Main Day Two

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Executive, IFS

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• Knowledge management definition and vision creation
• Usage of a technician "Voice of Customer " session to zero in on what is critically important
• Building a technician " knowledge management mobility workbench " to improve safety, productivity, customer loyalty and to enable profitable growth

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• Moving employees through the organization in a way that benefits both company and employees
• Ensuring employees remain challenged and connected to the big picture
• Creating support roles and training positions for employees who may not be leadership material, but are still valuable to the organization

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• Keeping the first line of defense running smoothly
• Providing relevant info to customers and technicians and making sure that info is readily available
• Staffing your virtual help center with the technology and tools you need to be most efficient

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Attendees are presented a scenario by the table moderator and are charged with providing a solution by working as a group to solve the moderator’s challenge/scenario. A group wrap-up follows the table discussion to hear what steps were taken in real life.

Table 1: Creating Synergies Amongst Field Engineers and Field Sales To Leverage Customer Value Hosted by Michael Lynn, Director of Customer Support Operations, Automated Packaging Systems

Table 2: Exploring Training And Development Strategies: Introducing Skills Based Compensation Hosted by Tim Spencer, Vice President Service and Support, Scientific Games

Table 3: Decentralized Field Service Hosted by Kayleigh Fitch, Product Manager, Oracle Field Service Cloud

Table 4: Improving The Customer Experience At The Brand Level Hosted by Tony Abouzolof, Head of Sales MEEE and Managing Director, Syncron UK

Table 5: Tackling The Challenges Of Change Management Hosted by Eric Paulik, Senior Director Global Field Services, Spectranetics

Table 6: Managing Customer Expectations In A Connected World Hosted by Kevin Young, Director of Service, Munters Corporation

Table 7: Moving On Up’ From Technician to Manager: Finding and Developing Future Leaders

Table 8: Marrying Sales and Service Hosted by Sidney Mallory, Vice President Sales McKesson Health Systems, McKesson Corporation US Pharmaceutical

Table 9: Making The Most From Service Contract Sales & Renewals Hosted by Stephen McPhee, Head of Service, North & South America, Lab Solutions, MilliporeSigma

Table 10: Optimizing The B2B Customer Experience Hosted by Ron Zielinski, Global Customer Service Leader, Coherent

Table 11:Pricing For Services Hosted by Scott P Owen, Vice President, Service. Power Generation, North America, ABB Inc.

Table 12: Is The Flexibility Of Service A Double-Edged Sword? Hosted by Syd Briggs, General Manager, Steele-Waseca Cooperative Electric

Table 13: Creating A Customer Service Culture Hosted by Sue Fullington, Director Field Service, Boeing

Table 14: Exploring Knowledge Tools For Your Workforce Hosted by Roger O’Connor, Vice President, Gosiger

Table 15: Reducing Net Working Capital (NWC) Without A Negative Impact On The Customer Experience Hosted by Jim Crowl, US Country Service Manager, ABB

Table 16: How Can We Delight Customers?

Table 17: Parts Optimization: When Just-In-Time Is Too Late Hosted By John Schlanger, Vice President Service Parts Supply Chain, Philips Health Systems

Table 18-20: For more information on how to be a part of the discussion and to sponsor a roundtable you may call Rachel Muser, Sponsorship Sales Manager at 646-200-7524 or email her at Rachel.Muser@wbresearch.com

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