Jan van Veen

Session Objective - As technology enables more remote service capabilities, field service leaders must strike a balance between efficiency and maintaining strong customer relationships. This discussion will explore how service organizations can leverage remote tools while ensuring clients still feel valued through in-person interactions.

Key Discussion Areas

• The evolving landscape of service delivery and how digital advancements are changing the way service teams operate?
• The key benefits and limitations of remote service support

·       Maintaining customer trust and engagement --what aspects of customer relationships require physical presence?

• How can organizations personalize remote interactions to build trust?
• Strategies for ensuring customers feel heard and supported in a remote-first environment.

ROOM LEADER 

Jan van Veen, Managing Director, moreMomentum 

TABLE 1 FACILITATOR

Tanjef Szellas, Director Global Service Performance Enablement, Customer Support, Leica Microsystems

TABLE 2 FACILITATOR

Neil Sturrock, Global Customer Support Director, Wave Mobile Money

TABLE 3 FACILITATOR

Maor Vered, Global Customer Success Manager, Solar Edge Technologies

TABLE 4 FACILITATOR

Tjerk Smit, Director Processes & Programs, Data Analytics & Reporting, Boston Scientific

*For service practitioners only please

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