Norman Apfelbaum

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?

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