Paul Wetton

Head of Global Customer Support Zeiss Research Microscopy Solutions

Working initially as a Field Application Specialist moving into leadership from 2013 Paul brings over 25 years of experience, both direct customer contact, and in service delivery. Leading Global Customer Support at ZEISS RMS his teams provide Remote First Level support direct to customers and Second Level support to ZEISS colleagues in the microscopy segment. An early adopter of remote support in the mid‑2000s he is focused on delivering optimal customer experiences combining novel and established methods. Having previously led the Aftersales Business Development at ZEISS RMS, developing revenue models and new service products based on these customer experiences underpins his approach.

Tuesday, 27 October 2026

16:35 Stream B: Panel: Transforming Service Touchpoints into Lasting Customer Relationships

While modernised aftermarket strategies unlock revenue, long-term customer loyalty is earned by executing flawlessly across the equipment lifecycle. Service organisations must move beyond reactive maintenance to proactively manage the customer journey, from installation and off-season planning to peak readiness and continuous optimisation.

Panellists will explore practical approaches to identifying the moments that matter most in the lifecycle, optimising service delivery, and ensuring spare parts, remote support, and technical expertise are available exactly when and where the customer needs them. Gain actionable strategies to transform day-to-day operations into a seamless, outcome-driven experience that strengthens loyalty and drives sustainable revenue, including:

Identify critical touchpoints and plan service interventions that prevent issues before they occur to proactively manage the customer journey
Optimise lifecycle operations through the coordination of off-season maintenance, peak readiness, and preventive actions to maximise uptime and performance
Align spare parts, field technicians, and remote support to deliver the right service at the right time to ensure availability and responsiveness
Use insights from field operations and performance metrics to continually improve lifecycle execution, turning service data into action
Build trust and confidence by delivering consistent, high-quality service across the full equipment lifecycle

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

Download The Latest Agenda