Field Service Europe 2024
28 - 30 October, 2024
Hotel Okura Amsterdam
Day Two: Tools And Processes To Wow Your Customers And Team
Wednesday, 11 December, 2019
8:15 am - 9:00 am
Coffee in the Exhibit Hall
9:00 am - 9:05 am
Welcome Remarks
Sara Mueller -
Portfolio Program Director,
Field Service
9:05 am - 9:20 am
Chairperson’s Opening Address
Sarah Nicastro -
Field Service Evangelist,
Future of Field Service
Michael Gosling -
IT Service Platforms Manager,
Cubic Transportation Systems
9:20 am - 9:40 am
Giving Your Team The Tools To Make Every Customer Contact Special
Sebastian Umbreit -
VP Global Technical Services & AWP EMEAR,
Terex
Every customer contact is an opportunity to make an impression on them, so you shouldn’t leave these customer contacts to chance! In today’s workplace, providing good service is expected. But going above and beyond at each contact with the customer is where you can make a difference that builds loyalty. This presentation will walk you through designing a program that gives your team the tools and possibilities to make all customer interactions special.
9:40 am - 10:00 am
Improving Customer Uptime With Prediction-Based Preventative Service
Mark Schiphorst -
VP Global Service Excellence,
Thermo King
One of Europe’s leading manufacturers will outline the goals, major decisions, and key stakeholders of their prediction-based preventative service program. He’ll share challenges, successes, and results of the pilot program and explain how this program will be expanded in the future.
10:00 am - 10:40 am
Panel: Identifying Which Actions To Take Today To Leverage Machine Learning For Predictive Maintenance Tomorrow
Henrietta Haavisto -
Head of Service Transformation Change Management, Global Maintenance,
KONE
Norbert Kamberg -
Director, Global Operations - Field Services & Tools,
Siemens Power & Gas Services
Rajat Kakar -
VP Services Business,
Fujitsu
Michael Gosling -
IT Service Platforms Manager,
Cubic Transportation Systems
This panel of experts will examine how AI is currently being used in service and how will it be leveraged 3 – 5 years from now. They’ll help you determine the best-of-the-best AI vendors for service, and which match most closely to your organization’s needs. They will identify which FSM platforms integrate most seamlessly with the leading AI vendors. And finally will discuss adapting at a pace that works for your organization since change management needs to be handled effectively.
Henrietta Haavisto
Head of Service Transformation Change Management, Global MaintenanceKONE
Norbert Kamberg
Director, Global Operations - Field Services & ToolsSiemens Power & Gas Services
10:40 am - 11:25 am
Sweet & Savory Treats + Networking In The Exhibit Hall
11:25 am - 11:45 am
Delivering A Consistent Customer Experience Across The Globe
Christian Nolte -
Vice President, Global Service–PCM,
WMF Group
Christian Nolte, who helped advance Diebold Nixdorf’s service operations and now heads up WMF Group, will discuss value stream mapping to determine processes that can be adopted across the globe. He’ll help you figure out if KPIs should be the same globally or vary in different countries. Christian will also discuss planning how to improve consistency to support continued growth of your business.
11:45 am - 12:05 pm
Redefining The Future of Field Service
Michael Kuebel -
RVP of Sales, EMEA,
Salesforce
Ryan Escober -
Senior Product Marketing Manager,
Salesforce
Field service is a mission critical component of your business, but is your field service operation prepared to elevate every customer experience? Join us to learn:
• Key trends and challenges driving the future of Field Service Management
• How to modernize your field service operation
12:05 pm - 12:50 pm
Service Organization Toolbox Talks
Ferdinand Juhas -
Europe, Middle East & Africa Customer Services,
Siemens Healthcare
Dr. Olaf Schulz -
Director Global Service & Customer Support,
Bruker Nano Analytics
Drew Mackie -
Contracts Manager,
Morrison Construction - Galliford Try
Jean-Michel Constant -
Director, Sales Operations - EMEA,
Terumo BCT Europe
Marko Heino -
Director, Asset Reliability Optimization,
Valmet
Annika Roelofs -
Training Department Team Leader,
Bentec Drilling & Oilfield Systems
Ronald Meijaard -
Business Management Lead, Global Customer Service and Support (CS&S),
Hitachi Vantara
Stefan Claes -
Managing Director,
ZEISS Benelux
Walter Wetzelaer -
Senior Sales & Service Director Telecom EMEA,
TSS
Tap into the expertise of 10 – 12 of your service peers who are working through the same challenges as you during these interactive small-group roundtable discussions. You’ll get tangible take-aways here to carry out your most important projects in 2020.
Choose one.
#1 Centralization Vs. Decentralization Of Service
Ferdinand Juhas, Europe, Middle East & Africa Customer Services, Siemens Healthcare
#2 Revving Up Your Chatbot Strategy To Be Most Effective
Dr. Olaf Schulz, Director Global Service & Customer Support, Bruker Nano Analytics
#3 Making Safety A Priority To Protect Your Traveling Technicians
Drew Mackie, Contracts Manager, Morrison Construction - Galliford Try
#4 Increasing Service Revenue With Better Alignment Among Marketing And Sales
Jean-Michel Constant, Director Sales Operations EMEA, Terumo BCT
#5 Making Predictive And Prescriptive Diagnostics A Reality
Marko Heino, Director, Asset Reliability Optimization, Valmet
#6 Technician Training Best Practices
Annika Roelofs, Training Department Team Leader, Bentec Drilling & Oilfield Systems
#7 Mobile App Remote Monitoring
Walter Wetzelaer, Senior Sales & Service Director Telecom EMEA, TSS
#8 Outlining The Essential Steps To Move From A Break/Fix To An Outcomes Based Service Model
Ronald Meijaard, Business Management Lead, Global Customer Service and Support (CS&S), Hitachi Vantara
#9 Delivering A Consistent Customer Experience Across The Globe
Stefan Claes, Managing Director, ZEISS Benelux
Ronald Meijaard
Business Management Lead, Global Customer Service and Support (CS&S)Hitachi Vantara
12:05 pm - 12:50 pm
Heads of Service Mastermind: Secrets To Advancing Your Service Operations From The Leaders In The Industry – By Invite Only
Eric Le Joliff -
VP, Strategy - Global Field Services,
Schneider Electric
An invitation-only opportunity for the most forward-thinking senior-level leaders of the global service community to exchange ideas about service advancement in a private, vendor-free setting. Through facilitated discussion with 12 – 15 other heads of service, our most VIP attendees, you’ll get answers to your most pressing service challenges. You even get to nominate which topics you’d like to discuss that will make the greatest impact on your operations.
To request one of the limited seats, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.
12:50 pm - 1:50 pm
Lunch
Stream A: Customer Success
1:50 pm - 1:55 pm Chairperson’s Afternoon Address Jan van Veen - Co-Founder & Managing Director, moreMomentum
Stream B: Digitization
1:50 pm - 1:55 pm Chairperson’s Afternoon Address Sara Mueller - Portfolio Program Director, Field ServiceStream C: Team & Tools
1:50 pm - 1:55 pm Chairperson’s Afternoon Address Kris Oldland - Editor-in-Chief, Field Service News
1:55 pm - 2:15 pm
Making The Invisible Visible! How To Market Your Services Successfully
Kerstin Stamm -
Former VP of Service Marketing at Diebold Nixdorf & Marketing Advisor,
Diebold Nixdorf
Kerstin Stamm
Former VP of Service Marketing at Diebold Nixdorf & Marketing AdvisorDiebold Nixdorf
1:55 pm - 2:15 pm
The Uberisation Of Field Services
Paul Joesbury -
Commercial Operations Director,
HomeServe
Paul spearheads ‘Project Merlin’ and has implemented far reaching system changes throughout Homeserve in the past 12 months. In particular he was responsible for the ‘triangle of change’ consisting of aligning systems, processes and behaviors, the success of which would not have been possible without his leadership and passion for transforming service operations. Fundamental differences in approach were required in order to implement their core strategy of ‘making customer lives effortless’ and bringing together multiple historical systems to create one streamlined delivery structure.
1:55 pm - 2:15 pm
Using 4D Planning To Expand Your Service Offerings
Norbert Kamberg -
Director, Global Operations - Field Services & Tools,
Siemens Power & Gas Services
To stay relevant, you must explore different ways to make your customers happy as your industry shifts. Norbert will explain one such way: How 4D can be used in the service space for outage simulations and more. He shares the best ways to communicate 4D to your customers and ensure you know the first steps to take to move into the future of service.
Norbert Kamberg
Director, Global Operations - Field Services & ToolsSiemens Power & Gas Services
2:15 pm - 2:35 pm
Using Customer Experience (CX) Insight To Both Directly Improve Field Service Operations And Enhance The Customer Journey At The Same Time
Sven De Leeuw -
Senior Manager Technical Service Support EMEA,
BD
Duncan Heal -
CEO,
Marketii
• Hear about experiences in using CX to help with operational effectiveness, tracking pain points and developing best practices
• Find out what lessons can be learnt and what are the best methods and metrics to capture the customer insight
• Understand the analytics that tell you which are the most influential "Moments of Truth" in the customers service journey
2:15 pm - 2:35 pm
Interactive Workshop By McKinsey & Company
Mitesh Prema -
Associate Partner,
McKinsey & Company
2:15 pm - 2:25 pm
Demo Spotlight
2:25 pm - 2:35 pm
Demo Spotlight
2:35 pm - 3:15 pm
Panel: Rebuilding Customer Loyalty And Your Competitive Differentiators In A Saturated, Commoditized Market
Miguel Ángel Hernanz -
Vice President/Head, Global Service Delivery Transformation,
Philips
Stefan Guldner -
Director Service & Support, Europe, Middle East & Africa,
Abbott Molecular
Annemarie de Jong -
Director, Customer Relations,
Sonnen
Christian Kundert -
Service Operations Manager,
Caterpillar
This panel of experts will help you assess your current business to ensure you know what your competitive differentiators are. They’ll explain what technology investments or procedure shifts can bring about greater loyalty. They’ll help you determine what your customers really want from you. They’ll also help you decide who should own customer retention and loyalty and how to put a long-term plan in place to remain competitive.
2:35 pm - 3:15 pm
Panel: Successfully Navigating Your Digital Workflow And Partner Ecosystem Transformation
Mark van der Wolf -
Director Service & Projects,
MOBA
Alexander Alten – Lorenz -
Managing Director,
digitalgrid
Julia Möller -
Former Director Digital Solutions & Services,
Arvos Group
Rajat Kakar -
VP Services Business,
Fujitsu
This panel of experts will discuss how to move away from the old era to embrace new digital technologies. They’ll share how to process reengineer proper workflow with digital tools. They debate how to tackle APIs, system integration, and connecting to legacy systems most effectively. They’ll help you ensure you are able to share information internally and externally with customers and other third parties. Finally they’ll discuss prioritizing projects to make the greatest impact on your service organization.
2:35 pm - 3:15 pm
Panel: Ensuring You Have The Right Culture, Tools, And Training To Recruit And Engage Customer Advisor Technicians
Walter Wetzelaer -
Senior Sales & Service Director Telecom EMEA,
TSS
Christine Hansen -
Business Mentor & Sleep Expert to CEOs, Executives, and Successful Entrepreneurs who want to sleep but can't,
Sleep Like A Boss
Patrick Jansen -
Manager Field Service Department,
VBR Turbine Partners
This panel of experts will identify how technical and soft skill requirements have changed as our industry has shifted. They’ll demonstrate why culture is important in recruiting and retention and how to ensure you’re actually creating a winning culture, vs. just saying that you are. They’ll share tips for training a remote, geographically dispersed team and debate how tools and technology impact technician recruitment and engagement. Finally they’ll share ways to help your technicians move into the role of trusted customer advisor.
Christine Hansen
Business Mentor & Sleep Expert to CEOs, Executives, and Successful Entrepreneurs who want to sleep but can'tSleep Like A Boss
3:15 pm - 3:35 pm
Case Study: A Subscription Model For Assets
Petro Luft -
Strategic Key Account Director EMEA,
Fluke Biomedical & Raysafe
A subscription assets model works well in industries where technology moves fast and parts become obsolete in 2 – 3 years. Petro will outline how Fluke’s customer-driven model came to be and will examine the challenges and opportunities of an assets subscription model.
3:15 pm - 3:35 pm
Emerging Service Models: UPS As A Service And Predictive Maintenance
Zoltan Gal -
Global Service Sales Manager Power Protection,
ABB
The industry is living a transformation phase and the need for alternative and disruptive solutions is expanding rapidly. The Uninterruptible Power Supplies (UPS) market is also following the trend and concepts as pay-per-use, predictive maintenance, monitoring, IoT, big data analysis, and artificial intelligence are constantly on the agenda when speaking with customers. During this session the UPS as a Service Model and the predictive maintenance will be extensively covered.
3:15 pm - 3:35 pm
A Great Service Culture Starts With Onboarding And Competence Development
Ann Sørensen -
Global Competence Manager,
Alfa Laval
3:35 pm - 4:20 pm
Bites & Brews + Networking In The Exhibit Hall
3:35 pm - 4:20 pm
20 Years of Service Club Bourbon Tasting
A luxe celebration of YOU! Following the tradition established in 2015, service executives with over 20 years experience come together for an exceptional tasting of premium bourbon. Limited seats available. – request yours to sara.mueller@wbresearch.com.
4:20 pm - 5:05 pm
Closing Guest Speaker: Sleep Like A Boss - Sleep To Succeed
Christine Hansen -
Business Mentor & Sleep Expert to CEOs, Executives, and Successful Entrepreneurs who want to sleep but can't,
Sleep Like A Boss
Christine Hansen, a sleep expert to CEOs, executives and successful entrepreneurs who want to sleep but can’t will teach you:
- The importance of sleep: get to know your weapon to success
- Why sleep is making you smarter, more beautiful, richer and simply better
- How to find your way to the best sleep possible
Christine Hansen
Business Mentor & Sleep Expert to CEOs, Executives, and Successful Entrepreneurs who want to sleep but can'tSleep Like A Boss