Field Service Amsterdam 2018

27 - 28 November, 2018

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

Day One: Tuesday, 27 November, 2018 | Advancing Service Business Models To Proactive And Predictive

7:45 - 8:45 Registration & Breakfast In The Exhibit Hall

7:45 - 8:45 Women In Service Private Breakfast

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Sara Mueller

Portfolio Director, Program Development
Field Service Events

9:00 - 9:15 Chairperson’s Opening Address

Fabrizio Battaglia - Partner Global Partners
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Fabrizio Battaglia

Partner
Global Partners

9:15 - 9:35 Fireside Chat: Vision From The C-Suite On Service Strategy & Operational Development

Grant Walker - Regional CEO, Service - Northern Europe & Middle East Siemens Gamesa
From how service plays into competitive tactics to macro-level business trends and operational advancements, this session will leave you chock-full of ideas to shape your future service and business strategy.

Grant Walker

Regional CEO, Service - Northern Europe & Middle East
Siemens Gamesa

9:35 - 9:55 Moving Towards Selling Outcomes Or Uptime Vs. Traditional Break-Fix Models

Chris Borrill - Vice President, Services - Land & Air Systems Global Business Unit Thales Group
Thales has seen new business models emerge as a result of their service transformation. Chris Borrill will share with you the story of where Thales is now compared to where they were several years ago, so you’ll learn how to understand the different value props of your service offerings and the language associated with each. He will discuss how to manage expectations of different business models and then how to counteract if something goes wrong. No matter where you are in your service business model transformation, this is a presentation you won’t want to miss!
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Chris Borrill

Vice President, Services - Land & Air Systems Global Business Unit
Thales Group

  • Break/Fix is obsolete. What tools and processes are necessary for proactive and predictive service?
  • Integrating service more closely with R&D
  • Having strategic dialogue with stakeholders to drive change necessary to thrive in the new service business
  • Putting a plan in place to make your business model evolution happen, rather than falling behind your competition

Eric Le Joliff

Vice President, Strategy - Global Field Services
Schneider Electric

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Christian Kundert

Customer Support Agreements (CSA) Team
Caterpillar

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Wolfgang Jussen

Vice President, Lifecycle Management
Vestas

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Michael Murphy

Vice President, International Operations
Librestream

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Samir Gulati

Chief Marketing Officer
ServicePower

10:35 - 11:20 Cookie Tasting, Espresso & Networking In The Exhibit Hall

11:20 - 11:40 Owning Your Leadership Role Through Digital Transformation

Rajat Kakar - Vice President, Services Business Fujitsu
Effective leadership is critical to carrying out change through digital transformation, and to ensure you are fully leveraging all that’s possible from your transformation. Learn how Rajat has successfully led the digital transformation at Fujitsu, one of the largest organizations in the world.
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Rajat Kakar

Vice President, Services Business
Fujitsu

11:40 - 12:00 Lessons Learned Around The Enterprise Deployment Of Augmented Reality

Scott Sobera - Senior Vice President, Sales Help Lightning

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Scott Sobera

Senior Vice President, Sales
Help Lightning

12:00 - 12:20 Creating And Capturing Exceptional Customer Value Through A Dedicated Customer Experience (CX) Team And Discipline

Phil Wolfenden - Vice President, Customer Experience Centres Cisco EMEAR
In a market that is moving rapidly toward recurring revenue as a key driver of value and customer satisfaction, how can traditional service providers evolve their talent, structure, processes and tools to bring powerful and innovative solutions that solve our customers’ most challenging problems?  And, do this whilst driving revenue, increasing efficiencies and attracting the best people? Phil Wolfenden will show you how!
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Phil Wolfenden

Vice President, Customer Experience Centres
Cisco EMEAR

12:20 - 12:40 Transforming Field Service With An Agile Workforce

Markus Reischl - Senior Vice President, EMEA Coresystems

Markus Reischl

Senior Vice President, EMEA
Coresystems

12:40 - 13:40 Lunch

Concurrent Sessions - Choose One

Stream A

13:40 - 14:30 Interactive Workshop: Using Robotic Process Automation And Artificial Intelligence To Advance Field Services

Mathieu Jonker - Director & Founder Artilience
Robotic Process Automation (RPA) and Artificial Intelligence (AI) have delivered ROIs of over 200% in Financial Services and Shared Services – but almost half of all attempts have failed or haven’t gotten beyond a Proof-of-Concept phase. In this workshop, we will discuss the potential outcomes that Robotic Process Automation and Artificial Intelligence can deliver in Field Services and the lessons to be learned from other industries:

  • Hype versus reality: what exactly are RPA & AI? 
  • What outcomes can be expected?
  • What are the use cases in Field Services?
  • How to implement & who should be involved?
  • What pitfalls to avoid & what else can we learn from other industries?
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Mathieu Jonker

Director & Founder
Artilience

Stream B
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries, including:

1. Medical Device
Stéphane Dufoix, Director Service EMEA, bioMérieux 

2. Oil & Gas
Uwe Heemann, Head of Commercial Aftersales, Bentec Drilling & Oilfield Systems

3. Aerospace
Pedro Wiendels, Field Service Director, Airbus

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Stéphane Dufoix

Director, Service - EMEA
bioMérieux

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Uwe Heemann

Head, Commercial Aftersales
Bentec Drilling & Oilfield Systems

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Pedro Wiendels

Director, Field Service
Airbus

Stream C
**By Invitation Only**

An opportunity for the most forward-thinking senior-level leaders of the global service community to come together in a private setting in the afternoon. Learn what other senior executives think about service profitability and growth and create a strong network to move your business forward.

13:40 – 14:00
Chairperson’s Opening Remarks & Mastermind Participant Introductions

14:00 – 14:30
Roundtable #1: Remote Solutions To Enhance Customer Experience
Miguel Ángel Hernanz, VP, Head of Global Service Delivery Transformation, Philips

Mastermind continues at 16:15

Miguel Ángel Hernanz

Vice President/Head, Global Service Delivery Transformation
Philips

14:30 - 15:20 Interactive Workshop: Connect Your Field And Back Office To Improve Service To Cash Workflows

Andrea Bach - Senior Solutions Consultant Trimble
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Andrea Bach

Senior Solutions Consultant
Trimble

14:30 - 15:20 Interactive Workshop: Connectivity Solutions To Keep Your Mobile Workforce Productive

If your company is an innovative thought leader and would benefit from leading an interactive workshop with service executives, inquire about facilitating this session to alex.brooks@wbresearch.com or +1.646.200.7483.

14:30 - 15:20 Interactive Workshop: Turning Big Data Into Information You Can Use

If your company is an innovative thought leader and would benefit from leading an interactive workshop with service executives, inquire about facilitating this session to alex.brooks@wbresearch.com or +1.646.200.7483.

15:20 - 15:30 Innovation Spotlight

15:20 - 15:30 Innovation Spotlight

15:20 - 15:30 Innovation Spotlight

15:30 - 16:15 Beers & Bites & Networking In The Exhibit Hall

15:30 - 16:15 20 Years Of Service Club Bourbon Tasting

16:15 - 17:15 Field Service Europe Awards Finalists Dragon’s Den

  • Category 1: TEAM: Best Service & Support Strategy Team Implementation
  • Category 2: TECHNOLOGY: Most Effective Technology Deployment To Increase Service Levels

The top 3 finalists in each category get 4 minutes to present their program to attendees. The Field Service Advisory Board then has 6 minutes for Q&A with the finalists.

Small-group interactive roundtable discussions led by service leaders. Choose 2 (30 minutes each).

1. IoT And Connected Instruments:  Creating Value For Customers From Data, Analytics, And Vision
Venkata Reddy Mukku, VP Worldwide Service & Support, Bruker Nano Surfaces

2. Strategies For More Effective Escalation Management
Rokus Harder, Director Field Support and Education, Philips

3. Measuring Productivity And Efficiency Of Your Field Service Technicians
Hansueli Goeldi, Senior Director, OneSource Sales & Service EMEAI, PerkinElmer

4. Best Practices For Effective Change Management
Mikaela Franzen, Customer Service/End of Lease Manager Nordic, NF Techfleet

5. The Opportunity To Connect Outside Of Your Industry: How To Build A Network That Works
Alisandra Rizzolo, VP and GM Customer Experience, Stryker

6. Business Transformation and Innovation
Martin Zamba, Director, EMEA Field Services, Dell EMC

7. Effectively Managing 3rd Party Service Providers
Jean-Michel Constant, Director Sales Operations EMEA, Terumo BCT Europe

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Venkata Reddy Mukku

Vice President, Worldwide Service & Support
Bruker Nano Surfaces

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Rokus Harder

Director, Field Support & Education
Philips

Hansueli Goeldi

Senior Director, OneSource Sales & Service - EMEAI
PerkinElmer

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Mikaela Franzen

Manager, Customer Service/End of Lease - Nordic
NF Techfleet

Alisandra Rizzolo

Vice President/General Manager, Customer Experience
Stryker

Martin Zamba

Director, Field Services - EMEA
Dell EMC

Jean-Michel Constant

Director, Sales Operations - EMEA
Terumo BCT Europe

**By Invitation Only**

16:15 – 16:45
Roundtable #2: Moving From Reactive To Proactive And Predictive Service Models
Martin Gilday, SVP Global Service, Elekta

16:45 – 17:15
Roundtable #3: Exploring New Service Offerings To Drive More Revenue
Massimo Lenzi, Head of Customer Service – Homeland Security & Critical Infrastructure, Leonardo

Martin Gilday

Senior Vice President, Global Service
Elekta

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Massimo Lenzi

Head, Customer Service - Homeland Security & Critical Infrastructure
Leonardo

17:15 - 17:55 Closing Guest Speaker: Counter-Terrorist Bomb Disposal: An Inspirational Story Of Extreme Pressure, Deadly Devices And The Critical Role Of Logistics

Maj. Chris Hunter QGM - Counter-Terrorist Bomb Disposal Specialist British Army (Retired)

Maj. Chris Hunter QGM

Counter-Terrorist Bomb Disposal Specialist
British Army (Retired)

17:55 - 19:00 Drinks Reception In The Exhibit Hall