Andrew Dagger | Field Service Europe

Field Service Europe 2025

27 - 29 October 2025

Hotel Okura Amsterdam, The Netherlands

Andrew Dagger

Andrew Dagger

Head of Customer Operations, EMEA West and Turkey Lexmark
Andrew Dagger

As Head of Customer Operations for EMEA West and Turkey at Lexmark (a subsidiary of Xerox), Andy leads the strategic direction and execution of Managed Print Services (MPS) and Customer Success Management across a diverse and dynamic region. He oversees cross-functional teams focused on delivering operational excellence, optimizing service delivery, and enhancing customer satisfaction and retention—all while maintaining strong P&L performance.

Andy collaborates closely with senior leadership to align operations with Lexmark’s global strategy, drive continuous improvement, and support sustainable business growth. His leadership is instrumental in elevating the customer experience and ensuring Lexmark’s services consistently meet the evolving needs of enterprise clients.

Day 1 – Monday, 27 Oct. - How Service is Proving Its Enterprise Value With Business Expansion and Profit Growth Amid Economic Uncertainty

12:20 AI Advisory Lab Showcase

Come hear about proven use cases for AI that service leaders are executing with their solutions partners. This will help attendees identify service leaders and their solutions providers that they would like to meet with one-to-one during the AI Advisory Lab debuting in Europe on Day 3.

Case Study 1 – Moving from Manual to Sophisticated and Customized Route Planning

Ecoprogram Flotte, part of Arval and a leading name in Italian automotive logistics, used Timefold’s Field Service optimization API to automate and optimize the planning of over 245,000 vehicle deliveries and pick-ups each year. With Timefold’s PlanningAI engine, the company built a platform that automates route planning based on driver availability, residence, and other operational constraints, making routes more efficient and environmentally friendly. 

  • Davide, Anzxaldi, IT Manager, Ecoprogram Flotte
  •  Maarten Vandenbroucke, CEO, Timefold


Case Study 2 – How Lexmark Leverages IoT for Predictive Service and Proactive Supplies Management 

Lexmark, a fellow manufacturer and connected-device pioneer, has been harnessing the power of IoT for more than 20 years, and can help you transform from just selling hardware to delivering advanced services. We’ve done it ourselves and can help you do it too. Lexmark Optra IoT Solutions can deliver meaningful value for you in as little as 90 days.  Andy Dagger, Head of Customer Operations for Lexmark will share a case study of these capabilities at work in our core business to deliver key use cases like Predictive Service and Proactive Supplies Management.  

  • Andrew Dagger, Head of Customer Operations, Western EMEA & Turkey, Lexmark
  • Demetrios Karathanasis, Global Portfolio Director, AI & IoT Solutions, Lexmark | Optra IoT

13:40 Stream C: Mastermind Topical Discussion: Using Data From Your Devices in the Field to Drive New Revenue

Session Objective  

To explore how field service organizations can leverage data collected from devices in the field to unlock new revenue streams, enhance customer value, and expand their service portfolio beyond traditional maintenance and repair.  

Key Discussion Areas 

  • What new service opportunities could emerge if you had predictive insights from connected devices? How might this change your approach to maintenance and customer support?
  • How might access to this data influence which services align best with your brand and customer expectations?  
  • If you had access to real-time operational data, how might that improve service delivery efficiency and open the door to new revenue streams. How could usage data from devices help tailor service packages, recommend upgrades, or identify upsell opportunities?  
  • How could real-time device data support the shift toward subscription-based or outcome-based service models? What pricing, operational, or cultural changes might be needed to make these models viable?  
  • How might access to device-level data empower customers to resolve issues independently or access services on demand? What role could self-service play in scaling your service strategy?  
  • How could partnerships with OEMs, technology platforms, or other providers help you better utilize field data to expand your service footprint or co-develop new offerings?  

ROOM LEADER

Alice Bowen, Senior Portfolio Manager, Connected Products, LexmarkAlice Bowen, Senior Portfolio Manager, Connected Products, Lexmark

TABLE 1 FACILITATOR

Demetrios Karathanasis, Global Portfolio Director, AI & IoT Solutions, Lexmark

TABLE 2 FACILITATOR

Andrew Dagger, Head of Customer Operations, EMEA West and Turkey, Lexmark 

TABLE 3 FACILITATOR 

George Roberts-Smith, Group CEO, McFarlane Telfer/ MCTF 

TABLE 4 FACILITATOR 

Martin Ebel, Digital Service Expert, Becker

*For service practitioners only please

Day 3 – Wednesday, 29 Oct. - Understanding Your Customers' Customers to Enhance Partnerships and Unearth New Opportunities

10:40 Stream B: AI Advisory Lab Appointments

Part I – 11:00-12:00

Come get your most burning AI questions and concerns answered in private one-to-one sessions with other field service leaders who are working with AI vendors on use cases relevant to your business. The vendors will feature technical AI experts and thought leaders (not salespeople); the field service practitioners will be director level and higher focused on AI strategy. 

Come to this session and meetings with one or two burning questions you want answered during these 15-minute meetings.

AI ADVISORY STATIONS & USE CASES

Station #1- Timefold

Use Cases - Route and schedule optimization

Client partner - Davide Anzxaldi, Head of Supply Chain, Innovation & Quality, Ecoprogram Flotte

Sponsor - Maarten Vandenbroucke, CEO, Timefold


Station #2 - Lexmark

Use Cases: Predictive service, Proactive Supplies Management

Client Partner: Andrew Dagger, Head of Customer Operations, Western EMEA & Turkey, Lexmark

Sponsor:  Demetrios Karathanasis, Global Portfolio Director, AI & IoT Solutions, Lexmark | Optra IoT

*Lexmark is both a field service practitioner and a technology solutions provider to the industry. 


12:45 Stream B: AI Advisory Lab Appointments (continued)

Part 2 – 12:45-14:50

Come get your most burning AI questions and concerns answered in private one-to-one sessions with other field service leaders who are working with AI vendors on use cases relevant to your business. The vendors will feature technical AI experts and thought leaders (not salespeople); the field service practitioners will be director level and higher focused on AI strategy.

Come to this session and meetings with one or two burning questions you want answered during these 15-minute meetings.

AI ADVISORY STATIONS & USE CASES

Station #1- Timefold

Use Cases - Route and schedule optimization

Client partner - Davide Anzxaldi, Head of Supply Chain, Innovation & Quality, Ecoprogram Flotte

Sponsor - Maarten Vandenbroucke, CEO, Timefold


Station #2 - Lexmark

Use Cases: Predictive service, Proactive Supplies Management

Client Partner: Andrew Dagger, Head of Customer Operations, Western EMEA & Turkey, Lexmark

Sponsor: Demetrios Karathanasis, Global Portfolio Director, AI & IoT Solutions, Lexmark | Optra IoT

*Lexmark is both a field service practitioner and a technology solutions provider to the industry. 

Check out the incredible speaker line-up to see who will be joining Andrew.

Download The Latest Agenda