Field Service Europe 2017

December 06-December 08, 2017

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

07 December: Leveraging Digital Transformation Focus Day

7:15 - 8:00 Networking & Breakfast In The Exhibit Hall


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Sara Mueller

Portfolio Program Director
Field Service

8:05 - 8:20 Chairperson's Opening Address

Martin Knook, CEO, Gomocha

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Martin Knook

CEO
Gomocha

8:20 - 8:40 Transforming Field Services To Deliver Customer Business Outcomes

Arnaud Allouche, Global Head, Field Customer Service & Support, Hitachi Vantara
While digital transformation continues to drive the storage and computing industries, our customers turn to us with new expectations. Today, the call for change is led by organizations that want outcome- and value-based solutions, and that must adopt new solutions-based technologies and offerings, such as cloud, IoT and mobility. Hitachi Data Systems has made significant changes to its Customer Service and Support model to address the evolving needs of customers so they can thrive in the digital era. Based on a forward-thinking transformational strategy, we are creating and delivering new value-based and outcome-driven services and support sought after by today’s organizations. In this session, you’ll learn how our next-generation Global Field Customer Service organization has taken center stage in Hitachi Data Systems transformational journey. You’ll also see real-world examples of how Global Field Customer Service has become a strategic differentiator and a catalyst for Hitachi Data Systems growth and customer loyalty, retention and satisfaction. You’ll also learn how industry associations are promoting Hitachi Data Systems Global Field Customer Service model as a best practice prototype. Highlights of this session include an in-depth review of our transformational blueprint stack including:

  • Automation – Enables operational efficiencies and lower cost by automating high-volume, low-value activities.
  • Partner Leverage – Offloads low-value, break fix activities to partners for relief and promotes flexibility and scalability in the organization.
  • Solution Support – Provides full solution support with top-line skills, technical leadership/best practices to accelerate solution adoption, promote opportunity expansion and increase customer retention

Attend this session to hear Arnaud Allouche provide more detailed information on this exciting area.


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Arnaud Allouche

Global Head, Field Customer Service & Support
Hitachi Vantara

8:40 - 9:00 Expanding Your Leadership Skills To Support The Evolution Of Service Delivery

Rajat Kakar, Vice President, Head of Product Related Services Business, Fujitsu

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Rajat Kakar

Vice President, Head of Product Related Services Business
Fujitsu

9:00 - 9:20 Using Automation, Machine Learning, And Other AI Techniques To Enhance Customer Support

Sheraz Masood, Global Head of Customer Support Operations, Ericsson

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Sheraz Masood

Global Head of Customer Support Operations
Ericsson

9:20 - 10:00 PANEL: Optimizing Knowledge Management To Ensure Your Field Force Has Everything They Need At Their Fingertips

Rokus Harder, Director of MRI Field Support & Education, Philips Healthcare Matthew Skipworth, Service Solutions, Terex Alexandre Marrot, Customer Service Director, Public Sector, Conduent

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Rokus Harder

Director of MRI Field Support & Education
Philips Healthcare
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Matthew Skipworth

Service Solutions
Terex
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Alexandre Marrot

Customer Service Director, Public Sector
Conduent

10:00 - 10:05 Help Huddle: Workforce Planning

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

10:05 - 10:50 The Perfect Blend: Irish Coffee, Games & Networking In The Exhibit Hall

Like the “Choose Your Own Adventure” books your middle-schoolers are reading. Pick the topics that will give you the most impactful tools to hit your 2018 goals. Through facilitated discussion you’ll tap into the collective expertise of your peers. You’re gonna need a bigger toolbox! Choose 2 (30 minutes each)


#1 Putting Customer Engagement At The Core Of Your Field Service Solution
Marko Barudžija, Network Operations Center Director, Telekom Srbija
Phil Davies, Director of Solution Consulting, ClickSoftware

#2 Exploring The Advantages Of An Interactive Spare Parts Catalogue
Estelle Acamer, International Sales Manager, Docware GmbH

#3 Large Scale Deployment Of Augmented Reality And Virtual Presence
Marc Guthrie, Chief Operating Officer, Help Lightning

#4 Solving For The Customer’s Desired Outcome – Proven Practices On How To Listen, Understand And Engage With Your Customers
David Lopes, Senior Director, Design & Customer Innovation, ServiceSource

#5 IoT’s Influence On Service Process Optimization And Customer Satisfaction
Jo van Montfort, Service Manager, Novoferm Nederland

#6 New Approach For Technician Motivation: Is Gamification A Next Step In The Field Service Mobility Journey?
Szymon Uczciwek, Director of FSM Product Management and Consulting, Comarch

#7 AI, IoT And Field Service; Delivering Predictive Service
David Brown, Service Cloud Sales Director EMEA, Microsoft

#8 Service And Repair Global Implementation Challenge And Success Insights
Jacob Elisha, Director, BWI Worldwide Technical Services, Johnson & Johnson


#9 - #12 Innovation Technology Discussions TBD


Do you have a technology or service that is driving efficiency, customer satisfaction, and revenue in the service space? Contact sponsorship director Evan Speight at +1 646.200.7828 or evan.speight@wbresearch.com to find out how to lead one of these discussions.

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Marko Barudžija

Network Operations Center Director
Telekom Srbija
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Phil Davies

Director of Solution Consulting
Clicksoftware
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Estelle Acamer

International Sales Manager
Docware GmbH
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Marc Guthrie

Chief Operating Officer
Help Lightning
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David Lopes

Senior Director, Design & Customer Innovation
ServiceSource
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Jo van Montfort

Service Manager
Novoferm Nederland
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Szymon Uczciwek

Director of FSM Product Management and Consulting
Comarch

David Brown

Service Cloud Sales Director, EMEA
Microsoft
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Jacob Elisha

Director, BWI Worldwide Technical Services
Johnson & Johnson

11:50 - 12:10 Solving For The Customer’s Desired Outcome – Proven Practices On How To Listen, Understand And Engage With Your Customers

David Lopes, Senior Director, Design & Customer Innovation, ServiceSource
We know the data tsunami is coming. We know B2B to more than ever influenced by B2C engagement approaches. We know that customer satisfaction is essential for long term success. Whether these are self-evident truths or just today’s business buzz word bingo’s really doesn’t matter, we are all trying to solve for the same, underlying issue, that is solving for the customer’s desired outcome. To do this you need to listen to what customers a saying, through implicit (data, digital behaviours) and explicit (product and/or service usage) means, before you understand how your company can best deliver their outcome. Please join us for the session where we’ll discuss how we’ve worked with our clients to help them to listen to and engage with customers, and delivered desired outcomes for both.

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David Lopes

Senior Director, Design & Customer Innovation
ServiceSource

12:10 - 12:30 Service And Repair Global Implementation Challenge And Success Insights

Jacob Elisha, Director, BWI Worldwide Technical Services, Johnson & Johnson

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Jacob Elisha

Director, BWI Worldwide Technical Services
Johnson & Johnson
  • Overcoming what’s holding you back from getting more of your products connected
  • Getting an inside peak at how leading service organizations are leveraging connected products
  • Data overload: You’ve got the data; now what do you do with it?
  • Creating a 1, 3, and 5 year plan to leverage connected products and big data

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Arnaud Allouche

Global Head, Field Customer Service & Support
Hitachi Vantara
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Diethard Vollmer

General Manager, Medical Services & Business Solutions EMEA
Olympus Europe
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Stéphane Dufoix

EMEA Service Director
bioMerieux

13:10 - 13:15 Help Huddle: Business Model Innovation In A Digital World

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

13:15 - 14:15 Lunch

Track A: Digitization

14:15 - 14:25 Chairperson's Afternoon Address

Track B: Service Innovation

14:15 - 14:25 Chairperson's Afternoon Address

Track A: Digitization

14:25 - 14:45 Increasing Automation To Enhance Customer Experience And Generate New Service Revenue

Jack Rijnenberg, Director Technical Service & Support, Markem-Imaje, A Dover Company
With a vast field service operation of more than 800 technicians, Markem-Imaje needed to automate as many of its field service processes as possible, but its existing web-based customer service tool did not offer the critical offline capabilities that were needed. As a result, Markem-Imaje implemented a field service software solution that provided full automation and easily integrated with their company’s SAP system. Since doing so, they have increased lead generation by 60 percent, resulting in new revenue streams by offering higher-tier service contracts, training and Markem-Imaje consumable products. Furthermore, they’ve reduced the length of onsite customer engagements by up to 20 percent, leading to improved field service efficiency and an enhanced customer experience.

  • Ensuring you have the necessary tools to keep pace with today’s real-time business speed and remain competitive
  • Automating a wide range of field service processes to increase efficiency and enhance the customer experience
  • Integrating your field service solution with existing IT infrastructure

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Jack Rijnenberg

Director Technical Service & Support
Markem-Imaje, A Dover Company

Track B: Service Innovation

14:25 - 14:45 Cognitive Assistants: The Future Way Of Working For Technicians

Jens Knoop, Director of Client Support Region North Germany, Technical Support Services, IBM
  • Learn about the challenges in field services and how to overcome them
  • Handle the increasing complexity with Cognitive Assistant Systems
  • Evolve Field support using technology to resolve problems smarter, quicker and faster

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Jens Knoop

Director of Client Support Region North Germany, Technical Support Services
IBM
  • Exploring the digital transformation of the past few years and its effect on field service
  • Assessing how field workers work today to ensure you are giving them the mobile tools they need
  • Deciding whether to build in house or buy off the shelf; which solutions support your timing needs?
  • Creating the most painless strategy to implement effective mobility tools, including who should have ownership of what, and change management initiatives

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Erwin Van Dyck

Division Manager, Service
Alfa Laval Benelux BV
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Arman Paymai

Regional Service Manager - Europe, Russia and CIS
Solar Turbines, a Caterpillar Company
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Anders Hvashøj

CEO
ZEVIT ApS
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Christian Nolte

Vice President, Global Service–PCM
WMF Group

Track B: Service Innovation

14:45 - 15:25 PANEL: Making The Case For And Managing A Hybrid Or Blended Workforce

Clinten van der Merwe, Service Director EMEA, Smiths Detection
  • How can a hybrid workforce improve customer experience and profitability?
  • Deciding when and in what regions to use freelance or contracted technicians
  • Determining which services or systems can help you best manage your blended workforce

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Clinten van der Merwe

Service Director EMEA
Smiths Detection

Track A: Digitization

15:25 - 15:45 How Elekta Centralized and Digitized Their Service Supply Chain in 6 Months

Bridie Norman, VP, Global Supply Chain, Elekta Oliver Lemanski, General Manager, EMEA, OnProcess Technology
Keeping medically-essential equipment up and running is critical for hospitals and their patients, which is why Service Level Agreements are so important. But when your global spare parts operations are decentralized and disparate, it’s also extremely challenging and costly, as this global manufacturer of complex linear accelerator machines knows all too well. In this case study session, Elekta will discuss why and how they decided that centralizing their service supply chain operations was not only imperative, it was very feasible. In fact, the entire centralization transformation was completed in just six months. You’ll learn:
  • Why centralization can help optimize customer service and deliver a win-win for you and your customers.
  • How to know what makes sense to centralize, what might still be smart to manage locally, and best practices for making the transformation seamless.
  • How to integrate disparate regional IT systems and data, and use analytics to improve service and SLA compliance.
  • How to leverage new skill sets to centralize operations, remove costs and embrace service digitization.

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Bridie Norman

VP, Global Supply Chain
Elekta
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Oliver Lemanski

General Manager, EMEA
OnProcess Technology

Track B: Service Innovation

15:25 - 15:45 Six Ways Artificial Intelligence Will Revolutionize Your Field Service Business

Robert Hancock, VP of Sales, ServicePower
More information to come soon – stay tuned!

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Robert Hancock

VP of Sales
ServicePower

Track A: Digitization

15:45 - 16:05 Transforming Digital Services To Help Customers Achieve New Levels Of Efficiency And User Experience

Paul Mason, Europe Digital Services Leader, Honeywell Building Solutions

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Paul Mason

Europe Digital Services Leader
Honeywell Building Solutions

Track B: Service Innovation

15:45 - 16:05 Transforming Field Operations At Telekom Srbija

Marko Barudžija, Network Operations Center Director, Telekom Srbija
  • Reasons for changing field operations
  • Transformation programme overview
  • Role of Field Service Management solution (and ClickSoftware)
  • Current results, future plans and forecast

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Marko Barudžija

Network Operations Center Director
Telekom Srbija

Track A: Digitization

16:05 - 16:15 Innovation Spotlight: IoT & Servitization

Olle Alvemark, Industry Director, IFS

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Olle Alvemark

Industry Director
IFS

Track B: Service Innovation

16:05 - 16:15 Innovation Spotlight: Integrating Subcontractors Into Your Field Service Operation Is A No-Brainer

Marcel Van Beek, COO, Gomocha

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Marcel Van Beek

COO
Gomocha

Track A: Digitization

16:15 - 16:20 Help Huddle: Leveraging Predictive Maintenance, Connected Products & Big Data

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

Track B: Service Innovation

16:15 - 16:20 Help Huddle: Leveraging Predictive Maintenance, Connected Products & Big Data

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

16:20 - 17:05 Cheesin’: Holland Cheese & Wine Tasting, Games & Networking In The Exhibit Hall

16:20 - 17:05 20 Years Of Service Club Bourbon Tasting

A private celebration for your dedication to the service industry. Following the tradition established in 2015, we’ll bring together service executives with over 20 years experience for a special tasting of select bourbon.

Track A: Service Model & Industry Board Rooms

17:05 - 18:05 Service Model Board Rooms

Pedro Wiendels, Director of Field Service, Airbus Frank Bunge, Global Director After Sales Services, Leica Microsystems GmbH
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries or service models.
#1 Aerospace & Defense
Pedro Wiendels, Director of Field Service, Airbus
#2 Medical Device Service Model Board Room
Frank Bunge, Global Director After Sales Services, Leica Microsystems GmbH
#3 Less Than 150 Technicians
#4 Hybrid or Mixed-Model Workforce
#5 Business To Consumer (B2C)

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Pedro Wiendels

Director of Field Service
Airbus
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Frank Bunge

Global Director After Sales Services
Leica Microsystems GmbH

Track B: Service Innovation

17:05 - 17:25 Service Parts Management Best Practices

Michaël Bruninx, VP Global Parts & Services Commercial, Sandvik Mining And Rock Technology

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Michaël Bruninx

VP Global Parts & Services Commercial
Sandvik Mining And Rock Technology

Track B: Service Innovation

17:25 - 17:45 Moving From Selling Products To Selling Solutions: The Husqvarna Fleet Services Case Study

Håkan Wahlgren, Product Manager, Husqvarna Fleet Services

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Håkan Wahlgren

Product Manager
Husqvarna Fleet Services

Track B: Service Innovation

17:45 - 18:05 Effective Solution Selling

Ariane Roos, Program Leader, Configure Price Quote, Philips

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Ariane Roos

Program Leader, Configure Price Quote
Philips

18:05 - 20:00 Field Service Europe 2017 Awards Ceremony & Drinks Reception

This year we are recognizing the best of the best. Cheers your peers on their achievements in service. Celebrate together with great food, wine, beer, and cocktails.
To sponsor this reception, contact Evan Speight at +1 646.200.7828 or evan.speight@wbresearch.com.

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