Tjerk Smits

Director Processes & Programs, Data Analytics & Reporting Boston Scientific

Tjerk Smits has over 30 years experience which also involved - related to Capital Equipment and Service - different areas of responsibility, ranging from sales as well as investment, purchasing, financing, maintenance, and service. Joining Boston Scientific in 2012 through the acquisition by Boston Scientific (BSC) of Cameron Health, where he held the position of Director Finance & Operations Europe. Following the successful integration of the Cameron Health EMEA activities within the BSC Rhythm Management (RM) division for the this region, Tjerk led the integration projects of the subsequent acquisitions of the EP division of Bard and Rhythmia Medical Inc., where Capital Equipment and Service are an important aspect of the portfolio. As Director Commercial Operations RM EMEA, leading various projects with focus on Capital Equipment and Field Clinical support of the BSC customers. These projects also included the Digital Transformation and implementation of Salesforce in support of Sales and Marketing activities as well ServiceMax to manage Field Service activities. Currently responsible as Director Processes & Programs, Data Analytics & Reporting for this division in EMEA, with a focus to leverage data in support of customer satisfaction, employee satisfaction as well as productivity.

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

12:45 Stream C: Mastermind Topical Discussion: Balancing Remote Service Capabilities With On-Site Customer Relationships*

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

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

Download The Latest Agenda