Jaanika Saar-Wibrow

Global Head of Customer Experience in Service Siemens

Jaanika Saar-Wibrow is the Global Head of Customer Experience in Service at Siemens Smart Infrastructure Buildings. With 15 years of experience across engineering, strategy, and digital transformation, she leads global product managers and tool development teams in the R&D function, ensuring Siemens’ service technologies and communication are shaped by real customer needs. Jaanika drives customer experience transformation in 30+ countries, with a focus on self-service, automation, and monetization to unlock measurable business value

Day 2 – Tuesday, 28 Oct. - Cutting Edge Technologies Yielding Service Optimization, Efficiencies and Enhanced CX

16:20 Stream C: Mastermind Topical Discussion - Best Practices for Building Effective and User-Friedly Customer Portals*

Objective:

Explore strategies for designing and implementing customer portals that enhance user experience, streamline service interactions, and drive customer satisfaction.

Key Discussion Areas

Understanding Customer Needs and expectations from modern service portals, and the essential features to include
Interactive self-service options and AI-driven support
Personalized dashboards for enhanced customer engagement
Tips for integrating portals with the broader service ecosystem, such as connecting portals with CRM, AI-powered chatbots, service databases, etc.

TABLE 1 FACILITATOR

Judith Lesowiec, Field Service Operational Technology and Projects Manager, Edwards Vacuum

TABLE 2 FACILITATOR

Jaanika Saar, Global Lead for Digital Customer Interactions, Siemens

TABLE 3 FACILITATOR

Tjerk Smits, Director Processes & Programs, Data Analytics

TABLE 4 FACILITATOR

*For service practitioners only please

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

14:55 Closing Plenary Panel & Open Discussion: 4 for 3: Four Women Service Leaders in Different Business Sectors Share Their 3 Biggest Takeaways

Before we go our separate ways, come hear the three most important things that four strategic women service leaders heard and learned at Field Service Europe. Then join the conversation and share your take and your vision of where the future of Field Service is headed.

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

Download The Latest Agenda