John Walls

Session Objective:

To help field service leaders understand the strategic, operational, and cultural shifts required to transition service from a cost center to a profit center—and to manage it effectively for long-term growth and value creation.

Key Discussion Areas

• What does it mean to treat service as a profit center in your organization?
• What changes are needed in pricing, packaging, and positioning of service offerings, and how do you define and measure service profitability
• What tools or platforms are essential for tracking service performance and profitability? How are you using data to identify revenue opportunities and optimize margins?
• How do you balance profitability with customer satisfaction and loyalty?
• What services or experiences are customers willing to pay more for?

ROOM LEADER 

John Walls, Insight Architect, NeuroBuilt 

TABLE 1 FACILITATOR

Anna Bonerandi, Director Technical Service, Donaldson

TABLE 2 FACILITATOR

Jean-Claude Jobard, VP Marmon Link EMEA, Marmon 

TABLE 3 FACILITATOR

Izzet Moreno, VP Industrial Aftermarket and Services. Donaldson

TABLE 4 FACILITATOR

Rajat Kakar, CEO, QWE Solutions EMEA

*For service practitioners only please

Understanding brain science enables everyone to be more effective and do better work. As service providers, we must understand what motivates our customers … and colleagues. As leaders, we must know what makes people tick in order to accelerate their development and achieve consistently outstanding service outcomes. We can also motivate our customers … who will more easily recognize our efforts to provide outstanding service.

How can we most effectively motivate colleagues and customers? Thanks to recent advances in brain imagining technology, social neuroscience now enables us to definitively answer this question. Changing behavior starts with awareness. This presentation is based in the social neuroscience that allows us to better understand the brain and use this science to more effectively motivate and understand others.

Key Takeaways:

• Introduction to the neuroscience of the brain as it relates to service professionals.
• Become aware of the 5 domains of social threats and rewards that motivate us all – Status, Certainty, Autonomy, Relatedness and Fairness…the SCARF model of motivation
• Understand how we can use our awareness of the SCARF model to motivate others and increase their capacity to make better decisions, solve problems, have effective conversations and collaborate with others
• Know why the brain functions best when threats are avoided
• Learn why the brain processes the SCARF elements with the same intensity as physical threats and rewards
• Recognize the limitations of our pre frontal cortex and how to maximize its use
• Use your awareness of the SCARF social triggers to more effectively motivate colleagues and customers

Session Objective

Explore strategies, tools, and innovations for delivering customized, end-to-end field service solutions that align with the entire lifecycle of assets and customer needs.

Key Discussion Areas

• The biggest challenges faced managing service across the lifecycle of assets (from product installation, maintenance to end-of-life)
• What are your organizations doing to mitigate those challenges?
• How do you design service processes that cover installation, preventative maintenance, and end-of-life support?  

ROOM LEADER 

John Walls, Insight Architect, NeuroBuilt 

TABLE 1 FACILITATOR

Amadeu Santos, Service Director, Valmet 

TABLE 2 FACILITATOR

Kristian Regnersgaard, Director Medical Services Region North, Olympus 

TABLE 3 FACILITATOR

Burcu Sen, Global Portfolio Marketing Leader, Philips

TABLE 4 FACILITATOR

Erik Lapre, VP Global Services, VMI Group 

*For service practitioners only please

ROOM LEADER

John Walls, Insight Architect, NeuroBuilt

TABLE 1 FACILITATOR

Jaanika Saar-Wibrow, Global Head of Customer Experience in Service, Siemens

TABLE 2 FACILITATOR

TABLE 3 FACILITATOR

TABLE 4 FACILITATOR