Main Day One

Invite Only

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As service organizations have been focusing on value-added activities and their customers’ experience with increased success C-Level executives have had to adapt to company mindset that has shifted more towards service. In this one-one-one interview with Kone’s CEO, Larry Wash you’ll hear first hand what a former Vice President of Service-turned-CEO has done to pave the way for his organization and their customers. Q A will include:
• Moving resources from repetitive, manual activity to automated integrations
• Improving the customer experience by focusing on technology
• What’s in store for service in the not-so-near future

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Schneider Electric has been investing time and resources into the development of its connected products environment and the overall performance of their service organization. In this session Udaya walks you through how Schneider service has:

• Driven unmatched levels of service and increasing loyalty across it’s customer base
• Increased operational efficiencies through more effective field service deployments and an increase in first call resolution
• Unlocked new revenue streams by providing innovative services to your customers

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Sunrun has made key changes in how its nationwide service team operates, to drive productivity and efficiency. Hear firsthand how measuring and managing led to simple but powerful improvements for Sunrun.

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In today’s competitive marketplace its increasingly important to develop tools and strategies to compete against low-end competitors. Our panelists demonstrate how their leading organizations have synthesized marketing efforts to ensure their customers understand the value of their service, and how they’ve developed strategies and tool kits to justify higher prices for services. With a panel of this caliber you should come prepared to ask questions as to how these organizations have gotten to where they are today.

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Customers’ expectations about service are shifting. They demand personalized service with flexible appointment windows, constant communication, and real time updates. Companies no longer strictly compete with other companies in their industry, but are now competing with every service experience their customers have. To meet these demands, service firms must offer an integrated and consistent experience, and quickly adapt to changes in the marketplace. In this session presented by Mike Karlskind, Vice President Product Marketing at ClickSoftware you will learn:
• How wide adoption of mobile technology is empowering customers and mobile workers alike
• How IoT is revolutionizing the service industry
• The ripple effect on customer service caused by the intersection of mobile, cloud, IoT, and big data

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Are you struggling to develop new service offerings? This panel speaks to how you can shed the traditional mindset of services within your organization and include other departments such as sales, marketing and product development to discuss service offerings. The ultimate goal our panelists will share their thoughts on are how you can continuously refresh your product to increase synergy and loyalty with your customer base.

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Table 1: The Future Is Here: Real-Time Service Management Hosted by Greg Camara, Enterprise Sales Manager - West, Coresystems

Table 2: Managing To The Metrics Hosted by Derek Few, Vice President, Field Sales, Fleetmatics

Table 3: Redefining Customer Experience With Connected Field Service Hosted Charlie Isaacs, CTO for Customer Connection, Salesforce

Table 4: Developing The Service Savvy Organization Hosted by Patrice Eberline, Vice President of Customer Transformation, ServiceMax

Table 5: Creating One Platform For Connected Intelligence Hosted by Kelly Frey, VP Product Marketing, Telogis

Table 6: Enhancing Field Service with Mobile Merged Reality and Virtual Presence Hosted by Drew Deaton, CEO, Help Lightning

Table 7: Product Support As A Corporate Objective – Building the Business Case Hosted by Steve Lightstone, Vice President North American Sales, CaseBank Technologies

Table 8: Managing Global Systems For Improved Service Operations Hosted by Scott Tarran, Manager Service Operations, Bruker AXS

Table 9: Field Service Software Implementation Challenges Hosted by Mike Darger, Vice President, Facilities & Maintenance, CKE Restaurants Holdings, Inc

Table 10: Integrating Global Service Partners Hosted by Christopher A. McHan, President, Neusoft Medical Systems, USA, Inc.

Table 11: What Can Predictive Analytics Do For Service? Hosted by David Douglas, Vice President Service Management, Scientific Games

Table 12: Get Your Head Into The Clouds With Mobile: Advance Your Customer Care, Service And Support Hosted by Meredith Powers, Big Data Marketing, Mobile and Business Solutions, AT&T

Table 13: Managing Knowledge Saturation For Field Technicians Hosted by Ed Klosterman, Director Field Service Operations, bioMeriuex

Table 14: Service and Parts Logistics Optimization Hosted by Dave Newell, C.P.M., A.P.P, CSIM, Sr. Global Materials Manager, Varian Medical Systems

Table 15: Transforming Field Service Across Industries, Across Platforms And Across Oceans Hosted by Anne Marie Berger, Managing Partner, ForeFront

Table 16: From Decentralized to Centralized FE Dispatch and Scheduling – Benefits and Challenges Hosted by Bill Kenney, EVP Business Development, OnProcess

Table 17: Rapid Mobile Innovation Begins With The Business: A Path To Simplified App Development Hosted by Steve Drake, Global Director, Mobile, Red Hat

Tables 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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