Federica Meneghesso

Session Objective: To explore how field service organizations can turn the concept of “service avoidance” into a revenue-generating strategy by leveraging proactive maintenance, predictive analytics, and self-service technologies. 

Key Discussion Areas 

• Proactive Service as a Value Proposition - How are you currently using proactive maintenance to reduce service calls? How much are customers willing to pay for proactive service plans? What KPIs do you use to measure success? 
• Predictive Analytics & Monetization --What data sources are you using to predict failures or service needs? How do you package predictive insights as a premium offering? What are the challenges in building trust around predictive models? 
• Self-Service Models -- What self-service tools (apps, portals, diagnostics) have you implemented? How do you balance self-service with customer satisfaction? Can self-service be monetized directly (e.g., subscription access)? 
• Organizational & Cultural Shifts -- How has your service team adapted to a “less service = more value” mindset? What incentives or training helped shift the culture? How do you align marketing, sales, service, and product teams around this model? 

ROOM LEADER 

Jan van Veen, Managing Director, moreMomentum 

TABLE 1 FACILITATOR 

Norman Apfelbaum, VP Global Customer Service, Coherent Inc. 

TABLE 2 FACILITATOR 

Ravichandra Kshirsagar, VP- Digital Buildings Services, Schneider Electric 

TABLE 3 FACILITATOR 

Mark Procyshyn, VP Global Technical Operations, Fresenius 

TABLE 4 FACILITATOR 

Federica Meneghesso, Customer Support Director, Roche Diagnostics Belgium 

*For service practitioners only please