Field Service Europe 2015 (past event)
19 - 21 October, 2015
Array
Finding Value For Customers
07:45 - 08:45 Welcome Breakfast & Registration
08:45 - 09:00 Welcome Remarks
09:00 - 09:20 The Internet of Everything: Cisco's Vision For The Future Of Service
New economic analysis by Cisco reveals that the Internet of Everything
is a $4.6 trillion opportunity for global public-sector organizations
over the next decade, as a result of cost savings, increased
productivity, new revenues and enhanced citizen experiences. As Vice
President of Technical Services EMEA, Phil Wolfenden heads up the
European effort. In this session, he’ll highlight Cisco’s vision for
the future of service through the Internet of Everything.
09:20 - 09:50 Differentiating Your Service To Demonstrate Superior Value
09:50 - 10:15 How To Achieve Great Customer Experience In A Multi-Partner Model Of Field Service Delivery
10:15 - 10:35 Which Services Do Customers Really Value?
Service leaders are proud of the complex things they do, but they often get little recognition for their value contribution. Why? Because service people are not excelling in selling their value? Or deeper, because they have difficulty in defining value? In this keynote, Coen Jeukens entices the audience to think differently to REALLY grasp the meaning of VALUE.
10:35 - 11:20 Morning Refreshment Break
11:20 - 11:40 Creating A Service Value Proposition to Drive Revenue
11:40 - 12:00 Using Big Data To Drive Performance
Big Data. Internet of Things. Remote Connectivity. Smart Products. The buzzwords have been around as long as the technology, but is your company actually benefiting? Uli Suedhoff knows the data is useless unless it’s analyzed and used to drive service performance by:
• Extracting value from the thousands of data points gathered through remote connectivity
• Providing customers with information about their equipment performance that they didn’t have access to before
• Helping customers benchmark and make more informed decisions
• Extracting value from the thousands of data points gathered through remote connectivity
• Providing customers with information about their equipment performance that they didn’t have access to before
• Helping customers benchmark and make more informed decisions
12:00 - 12:20 Increasing Utilization: Are You Using Your Technicians As Efficiently As You Can?
You strive to provide an end-to-end service solution to your customer. But there are times when outsourcing or using third-party providers may actually increase your field efficiency. Alec Pinto has used third-party providers to great success and has realized the following benefits:
• Determining optimal coverage with minimal idle time
• Ensuring you have an engineer available when and where he is needed to supplement with third party providers or contractors
• Discussing how to improve the overall efficiency of your service organization
• Determining optimal coverage with minimal idle time
• Ensuring you have an engineer available when and where he is needed to supplement with third party providers or contractors
• Discussing how to improve the overall efficiency of your service organization
12:20 - 13:20 Lunch At Silk Road Restaurant
Workshop A
13:20 - 14:20 Helping Employees Through A Cultural Transformation
ABB Power Systems is proud of its service culture. Can you say the same? Stefan Hatt, Global Head of Service, has worked diligently to create a culture of engagement and customer service at ABB. Like any period of change, this cultural transformation came with headaches and issues. In this workshop, Stefan first describes the successful employee transformation at ABB. He’ll then invite you to work in small groups to picture how a similar transformation would occur in your own organizations. You’ll leave with a better understanding of company culture and how best to prepare employees for change.
Workshop C
13:20 - 14:20 Are Your Customers Truly Happy? Taking Measure Of True Customer Satisfaction
What tools do you use to measure customer satisfaction? Do these tools give you an accurate picture of customer loyalty and retention? In this workshop, Chris Borrill dissects Thales’ service KPIs and analyzes which provide accurate and useful information. He’ll then give the audience the opportunity to discuss their own measurements. Topics for discussion include:
• How can you avoid obtaining misleading results?
• What metrics do you use for different areas of your service business?
• Do you trust the data? Do you have concerns about the integrity of that information, and if so, why?
• Do you have any regional or cultural issues that could impact the integrity of the data?
• How can you avoid obtaining misleading results?
• What metrics do you use for different areas of your service business?
• Do you trust the data? Do you have concerns about the integrity of that information, and if so, why?
• Do you have any regional or cultural issues that could impact the integrity of the data?
14:20 - 15:00 Afternoon Refreshment & Networking Break
Track A: Technology Focus
15:00 - 15:20 From Maintenance To Performance
Track C: Customer Focus
15:00 - 15:20 Customer Care: Are All Departments Ready To Be Best-In-Class?
Track A: Technology Focus
15:20 - 15:40 Moving From A Project-Based Organization Towards Service Organization
Track C: Customer Focus
15:20 - 15:40 Should Certain Customers Receive Better Support?
Track A: Technology Focus
15:40 - 16:00 It’s All About Safety: Keeping Track Of Daily Hazards
Salim Ceylan is a health and safety specialist first and a service leader second. At Emerson Network Power, he ensures that safety is front and center by considering the following:
• Keeping technicians, many of whom work on their own, safe from harm
• What regulations do you follow, or have you instituted, for your employees?
• What tools do technicians carry to prevent accidents?
• Keeping technicians, many of whom work on their own, safe from harm
• What regulations do you follow, or have you instituted, for your employees?
• What tools do technicians carry to prevent accidents?
Track C: Customer Focus
15:40 - 16:00 Field Service As An Interaction Manager: How To Capitalize The Untouched Sales Potential
Finding out what customers actually value in order to delight them is vital to keeping customers happy. One study showed that 70% of customers would leave a company after one bad service event. Dominik Schlicht is Head of Aftermarket Business for Voith Turbo Highflex and his top focus is delighting customers. Join him as he highlights:
• What unexpected value can you deliver to delight your customers?
• Where do you competitors’ weaknesses lie?
• How can you deliver on hidden demands to differentiate from your competitors?
• What unexpected value can you deliver to delight your customers?
• Where do you competitors’ weaknesses lie?
• How can you deliver on hidden demands to differentiate from your competitors?
