Field Service Fall 2016

September 12-September 14, 2016

1.888.482.6012

Becoming A World-Class Service Organization

For All Attendees

07:15 AM - 08:15 AM Registration & Breakfast In The Innovation Lounge

By Invitation Only

07:15 AM - 08:15 AM VP Think Tank

It’s a private room set away from the busy conversations of the conference. You have to be on the list to get in. Only a small group will assemble – 15 or so, all VPs or heads of service, Field Service’s most senior level attendees. In candid conversation with true leaders and decision makers who aren’t afraid to disrupt business as usual, you’ll discuss the initiatives most critical to service and support growth. You’ll walk away inspired, full of insight, and with a new tight network of executive management
colleagues from the leading service organizations. By invitation only. To request yours contact Zainab Hayat at 646.253.5517
or zainab.hayat@wbresearch.com.

08:15 AM - 08:25 AM Welcome Remarks

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08:25 AM - 08:40 AM Chairperson’s Opening Remarks

Martin Knook, CEO, Tensing

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Martin Knook

CEO
Tensing

08:40 AM - 09:05 AM Opening Workshop: Benchmarking Service Metrics: Know Where You Stand So You Know Where You Can Get To

You’ll be grouped with similar industries and company sizes. Through small group discussion, compare metrics including margin goals, service technician effectiveness, and customer renewal rates; and determine the most important KPIs for your service organization. Learn how similar companies as yours define and calculate critical metrics, and where you are both behind and ahead of the curve.

09:05 AM - 09:25 AM Managing Customer Loyalty In Today’s Marketplace Demands A Shift In Our Customer Service DNA

Curtis Hill, Vice President, Technical Services, Cisco
The marketplace is changing, and customer expectations are changing with it. Customers expect it to be easier than ever to do business, and they’re more likely to be vocal about their experiences, both positive and negative. These changes require companies to drastically transform their business models, and as Services leaders, we need to make a parallel shift to deliver transformational customer service.

In this presentation, learn what “traditional” versus transformational customer service looks like, and the specific steps you can take to begin or accelerate this shift within your business. Curt Hill, VP, Technical Services, will use specific examples from his experiences leading Services teams at Cisco to show how the right approach to transformational customer service can actually create customer loyalty in an increasingly competitive, hyper-connected world.

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Curtis Hill

Vice President, Technical Services
Cisco

09:25 AM - 09:45 AM Field Service and Customer Experience: The Final Frontier of Automation

Gary Brooks, Chief Marketing Officer, Syncron
Your field service technicians are the ‘face’ of your brand – the individuals interacting with your customers on a regular basis. Are you equipping them with everything they need to be successful?

You’ve already reduced response times and empowered technicians with the guidance they need to fix a wide-range of problems. But, too often technicians aren’t stocked with the appropriate part to make a repair quickly, leading to dissatisfied customers and decreased margins.

In this keynote, Gary Brooks, CMO of Syncron, will discuss how to optimize the interactions field service technicians have with customers, specifically highlighting the important role technology plays in ensuring every technician is equipped with the necessary service parts 100 percent of the time, creating loyal customers and more revenue.


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Gary Brooks

Chief Marketing Officer
Syncron

09:45 AM - 10:05 AM Ensuring You Are There When Your Customer’s Business Depends On It

James McAnally, VP Global Support Delivery, Engineering Resolution, Hewlett-Packard Enterprise
· Exploring Hewlett-Packard Enterprise’s initiative focused on minimizing customer outages
· Establishing a business process to determine how your service is impacting your customers
· Determining the appropriate prioritization and escalation process
· Deploying resources to ensure you can support your customer when their business depends on it

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James McAnally

VP Global Support Delivery, Engineering Resolution
Hewlett-Packard Enterprise
Executive from Microsoft IoT Team

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Jim Hare

Sr. Global Sales Director for Field Services
Microsoft

10:25 AM - 11:10 AM Morning Refreshment & Networking Break In The Innovation Lounge Sponsored by Microsoft



11:10 AM - 11:30 AM Changing Your Culture From One That Sells A Product To One That Sells Service

Clay Rose, VP Service, Getinge Group
· Moving selling service from an afterthought to a forethought
· Getting your team to understand why service is important in the client relationship and how you add value beyond just selling a product
· Giving customers the flexibility to sign up for any level of service they need (and demonstrating the need)
· Who’s responsibility is it to upsell service?
· Compensation plans to support selling more service

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Clay Rose

VP Service
Getinge Group

11:30 AM - 11:50 AM Changing The Service Organization Speed, Quality And Responsiveness Through Virtual Presence

Debra Hays, Director, Implementation and Services, Emergency CallWorks
Executive from Help Lightning

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Debra Hays

Director, Implementation and Services
Emergency CallWorks
Sit down with a speaker from the morning to hear more about their service strategies or choose a new focus area you want to gain new insight on. Either way, a breadth of expertise will be shared and you get to ask the questions you need answers to. Be sure to divide and conquer with your teammates!

#1 Driving Efficiency In Support Operations Through Process Improvement And Automation
Charles M. Byrd, Director Implementation Support, Roche Diagnostics

#2 The Internet Of Service
Mike Fuller, Enterprise Sales Manager – Midwest, Coresystems USA

#3 Enhancing Field Service With Mobile Merged Reality And Virtual Interaction

Scott Sobera, VP of Sales, Help Lightning

#4 Managing Customer Loyalty In Today’s Marketplace Demands A Shift In Our Customer Service DNA

Curt Hill, VP of Technical Services, Cisco Systems

#5 Changing Your Culture From One That Sells A Product To One That Sells Service

Clay Rose, VP Service, Getinge Group

#6 Ensuring You Are There When Your Customer’s Business Depends On It

James McAnally, VP Global Support Delivery, Engineering Resolution, Hewlett-Packard Enterprise

#7 The Value Of Leveraging Virtual Operations Modeling In Choosing Workforce Strategies And Solutions
Albert Thomas, Executive Director, Starr & Associates


#8 How Will Smart Glasses Leverage Field Services in 2017?

Anne-Fleur Andrle, CEO, AMA XPERTEYE, AMA Vuzix
Lance Anderson, VP Enterprise Sales, Vuzix Corporation


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Curtis Hill

Vice President, Technical Services
Cisco
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Mike Fuller

Enterprise Sales Manager East Coast
coresystems
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James McAnally

VP Global Support Delivery, Engineering Resolution
Hewlett-Packard Enterprise
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Clay Rose

VP Service
Getinge Group
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Charles Byrd

Director Implementation Support
Roche Diagnostics
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Scott Sobera

VP of Sales
Help Lightning
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Anne-Fleur Andrle

CEO, AMA XPERTEYE
AMA Vuzix
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Lance Anderson

VP Enterprise Sales
Vuzix Corporation
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Albert Thomas

Executive Director
Starr & Associates

12:55 PM - 1:55 PM Lunch In The Sky Terrace

Track A: Human Capital & Training

1:55 PM - 2:05 PM Chairperson’s Address

Track B: Service Efficiency

1:55 PM - 2:05 PM Chairperson’s Address

Brant Carter, Market Strategy, Trimble

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Brant Carter

Market Strategy
Trimble

Track A: Human Capital & Training

2:05 PM - 2:25 PM Spotlight On The Field Service7℠ Technician Development Program

Bruce Breeden, VP of Service Operations, Fairbanks Scales
· Aligning your technician development program with current corporate objectives and service strategy
· Outlining the 7 critical training factors that make up the Field Service7 program
· Ensuring your team understands that alignment with the program benefits both the company and themselves
· Best practices for launching a new training program

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Bruce Breeden

VP of Service Operations
Fairbanks Scales

Track B: Service Efficiency

2:05 PM - 2:25 PM High-End Customer Support Workflow Case Study

Roger Barranco, Senior Director, Global Security Operations, Akamai

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Roger Barranco

Senior Director, Global Security Operations
Akamai

Solutions Showcase A

2:25 PM - 2:45 PM 3 Tips for Improving First-Time Fix Rates to Create Lifetime Loyalty

Gary Brooks, Chief Marketing Officer, Syncron
Manufacturers are under increasing pressure to boost revenue while simultaneously cutting costs – all while driving superior customer experiences. A key area of opportunity to improve these metrics is your company’s first-time fix rate -- an area that when fully optimized creates happy customers, reduces operational costs and generates new revenue opportunities.

According to Aberdeen, 88 percent of “best-in-class” field service organizations resolve a customer’s issue on the first visit. So, how can you become one of these top performing businesses? In this session, Gary Brooks, CMO of Syncron, will outline steps to optimizing your company’s first-time fix rate, improving ROI and creating the awesome experiences your customers crave. He will specifically cover:
• Identifying the areas that are dragging down your company’s first-time fix rate
• Automating service parts management to fully optimize inventory
• Real-world examples of manufacturers improving parts management to boost margins


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Gary Brooks

Chief Marketing Officer
Syncron

Solutions Showcase B

2:25 PM - 2:45 PM Workforce-As-A-Service: How Walgreens Is Using “On-Demand” To Pioneer A Field Services Revolution

Charles Hughes, Director Field Services, Walgreen Co Tom Benton, CRO, Work Market
There's a reason one of America's most iconic retail brands is revamping its store support service model. The savvy retailer is using an on-demand technology platform to build a flexible and independent workforce of top-rated service professionals. Using this "Workforce-As-A-Service" model, the company has been able to slash its operating costs, improve its response time and boost its bottom-line.

Attend this session to learn how one of country's largest retailers is pioneering a service delivery revolution.


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Charles Hughes

Director Field Services
Walgreen Co
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Tom Benton

CRO
Work Market

Track A: Human Capital & Training

2:45 PM - 3:05 PM Four Disciplines Of A Healthy Organization: Using Data And "Organizational Clarity" To Build An Efficient, High Performance Company

Vincent J. Canino, Global COO, Smardt
Vince Canino at Smardt is involved in implementing an enterprise-wide human capital program to solidify executive leadership and energize company culture by ensuring:
• A comprehensive data driven performance management system is in place
• Organizational clarity and adaptability through cascading communication and fostering open discussions and employee involvement
• The organization's key behavioral values and organizational goals are clearly and constantly communicated from top down


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Vincent J. Canino

Global COO
Smardt

Track B: Service Efficiency

2:45 PM - 3:05 PM Keeping Service Technicians Engaged Through Technology Advances

Donald Stephens, Senior Customer Service Engineer, Xerox
· Your technicians must support and trust your field service tools in order for them to be used most effectively
· What contributes to a negative reaction to new technologies?
· How managers can present new tools in a different light to get technicians engaged

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Donald Stephens

Senior Customer Service Engineer
Xerox

Track A: Human Capital & Training

3:05 PM - 3:25 PM Case Study Revolution: Four Disciplines Of A Healthy Organization: Using Data And "Organizational Clarity" To Build An Efficient, High Performance Company

A 15-minute audience discussion in small groups to tackle a remaining challenge or opportunity from the preceding presentation.

Track B: Service Efficiency

3:05 PM - 3:25 PM Case Study Revolution: Keeping Service Technicians Engaged Through Technology Advances

A 15-minute audience discussion in small groups to tackle a remaining challenge or opportunity from the preceding presentation.

3:25 PM - 4:10 PM Afternoon Refreshment & Networking Break In The Innovation Lounge Sponsored by Microsoft



Track A: Human Capital & Training

4:10 PM - 4:30 PM INTERACTIVE WORKSHOP: Field Service Maturity Modeling: Marking Progress And Mapping Futures

Robert Willard, Senior Manager of Global Service Accounts and CXM Practice, Coherent
Most of today’s Field Service Organizations are challenged to improve customer satisfaction in the face of ever more cost reduction initiatives and, for many, an aging workforce. Service executives are thereby required to navigate through significant short-term operational hurdles while simultaneously creating tomorrow’s vision and formulating a viable roadmap to realization. While an aging workforce may shape the people challenges for many service leaders, the explosion of options in the domains of process and technology in today’s world can be simply bewildering.

This workshop will have participants determine their own maturity levels and, using a provided model for discussion, break into groups to discuss/determine whether the next logical steps on the model makes sense for them. Groups will be asked to share challenges and insights, which will be published on the Field Service Fall app.

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Robert Willard

Senior Manager of Global Service Accounts and CXM Practice
Coherent

Track B: Service Efficiency

4:10 PM - 4:30 PM Service Parts Planning To Drive Cost Out

Ramamohan Pai, Global Service Supply Chain Manager, BD Life Sciences
· Uncovering where you can increase profitability and drive cost out of parts planning
· Determining what is a repairable part
· Ensuring you get back warranty parts
· Best ways to leverage vendor relationships in service parts planning

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Ramamohan Pai

Global Service Supply Chain Manager
BD Life Sciences

Track A: Human Capital & Training

4:30 PM - 4:50 PM INTERACTIVE WORKSHOP: Field Service Maturity Modeling: Marking Progress And Mapping Futures

Robert Willard, Senior Manager of Global Service Accounts and CXM Practice, Coherent
Most of today’s Field Service Organizations are challenged to improve customer satisfaction in the face of ever more cost reduction initiatives and, for many, an aging workforce. Service executives are thereby required to navigate through significant short-term operational hurdles while simultaneously creating tomorrow’s vision and formulating a viable roadmap to realization. While an aging workforce may shape the people challenges for many service leaders, the explosion of options in the domains of process and technology in today’s world can be simply bewildering.

This workshop will have participants determine their own maturity levels and, using a provided model for discussion, break into groups to discuss/determine whether the next logical steps on the model makes sense for them. Groups will be asked to share challenges and insights, which will be published on the Field Service Fall app.

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Robert Willard

Senior Manager of Global Service Accounts and CXM Practice
Coherent

Track B: Service Efficiency

4:30 PM - 4:50 PM Satisfying Customers Efficiently As Your Service Organization Grows

Tim Sparks, VP Operations, ProAutomated
· As your business grows, what are the best ways to support an expanding customer base
· How to scale quickly by hiring right and training by the best
· Creating a standard of service that meets customer expectations but doesn’t add unnecessary cost
· Overcoming growing pain challenges in your service business

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Tim Sparks

VP Operations
ProAutomated

Track A: Human Capital & Training

4:50 PM - 5:10 PM INTERACTIVE WORKSHOP: Field Service Maturity Modeling: Marking Progress And Mapping Futures

Robert Willard, Senior Manager of Global Service Accounts and CXM Practice, Coherent
Most of today’s Field Service Organizations are challenged to improve customer satisfaction in the face of ever more cost reduction initiatives and, for many, an aging workforce. Service executives are thereby required to navigate through significant short-term operational hurdles while simultaneously creating tomorrow’s vision and formulating a viable roadmap to realization. While an aging workforce may shape the people challenges for many service leaders, the explosion of options in the domains of process and technology in today’s world can be simply bewildering.

This workshop will have participants determine their own maturity levels and, using a provided model for discussion, break into groups to discuss/determine whether the next logical steps on the model makes sense for them. Groups will be asked to share challenges and insights, which will be published on the Field Service Fall app.

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Robert Willard

Senior Manager of Global Service Accounts and CXM Practice
Coherent

Track B: Service Efficiency

4:50 PM - 5:10 PM Motivating Your Team To Charge Any Mountain

Patrick Dell, Regional Director Service, Southeast North America, Latin America and Carib, Varian Medical Systems
· Why do you get out of bed in the morning? Helping your employees find purpose
· When your employees lose motivation, how do you get them back in the game?
· Building trust in order to get your teams to charge any mountain
· Bringing more fun and motivation into the job to keep your employees happy

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Patrick Dell

Regional Director Service, Southeast North America, Latin America and Carib
Varian Medical Systems
Which presentations from earlier this afternoon sparked your interest? Now you get to sit down with that speaker and 10 – 15 other attendees to ask questions and debate the topic further – all while tasting a new brew!

#1 Spotlight On The Field Service7℠ Technician Development Program
Bruce Breeden, VP of Service Operations, Fairbanks Scales

#2 Motivating Your Team To Charge Any Mountain

Patrick Dell, Regional Director Service, Southeast North America, Latin America and Caribbean, Varian Medical Systems

#3 High-End Customer Support Workflow Case Study

Roger Barranco, Senior Director, Global Security Operations, Akamai

#4 Service Parts Planning To Drive Cost Out

Ramamohan Pai, Global Service Supply Chain Manager, BD Life Sciences

#5 Satisfying Customers Efficiently As Your Service Organization Grows

Tim Sparks, VP Operations, ProAutomated

#6 Optimizing Global Dealer Relationships To Benefit Both You And Them

Mike Corbin, Director, Global Service, Quantachrome


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Patrick Dell

Regional Director Service, Southeast North America, Latin America and Carib
Varian Medical Systems
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Ramamohan Pai

Global Service Supply Chain Manager
BD Life Sciences
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Bruce Breeden

VP of Service Operations
Fairbanks Scales
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Mike Corbin

Director Global Service
Quantachrome
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Roger Barranco

Senior Director, Global Security Operations
Akamai
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Tim Sparks

VP Operations
ProAutomated

5:45 PM - 7:15 PM Casino Night Reception In The Innovation Lounge

Cocktails, food, music, games. Groundbreaking speakers that contribute to a productive meeting. You. We’ve got all the ingredients for a great party – see you there!

7:15 PM - 11:59 PM Conclusion Of Day Two