Field Service Connect UK 2020

06 - 07 October, 2020

Day 1 - 6th October 2020

9:00 am - 9:05 am Welcome Address: Becky Johnson, Content Director Field Service Connect 2020, WBR

9:05 am - 9:15 am Chairperson’s Opening Remarks

Kris Oldland, Publisher, Editor-in-Chief at Field Service News

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

THE EVOLUTION OF CONNECTED SERVICES

9:15 am - 9:45 am KEYNOTE: How to harness IoT, automation, analytics and remote diagnostics to develop intelligent connectivity and enhance customer experience

  • How to use IoT to create touchpoints with the customer throughout their journey
  • How condition monitoring can enable feedback and customer transparency
  • How digital inspections, apps and CRM can help to build customer rapport to create a link between machine and customer
  • How to develop relationships between API and partner systems in order to create seamless flow and ensure connectivity 
Chris Dexter, Senior Director Customer Experience (CX) at Cisco Systems

Chris Dexter

Senior Director Customer Experience (CX)
Cisco Systems

9:45 am - 10:30 am FIRESIDE CHAT: A 360 degree view from the top: In conversation with the C Suite

Adrian McDonald, President at Dell Technologies EMEA

Adrian McDonald

President
Dell Technologies EMEA

Rajat Kakar, Executive Service Group Europe at IBM

Rajat Kakar

Executive Service Group Europe
IBM

David Mills, CEO at Ricoh Europe

David Mills

CEO
Ricoh Europe

10:30 am - 11:00 am Private business meetings for you to benchmark solution providers

10:30 am - 11:00 am CUSTOMER INSIGHT VIRTUAL BOARDROOM Visual Assistance and the Return to Work: How remote support is driving the service economy to improve worker efficiency and profitability amid COVID-19

Eddie Storan, Head of Global Service at Domino Printing

Eddie Storan

Head of Global Service
Domino Printing

James Doyle, VP of Sales, UK & Nordics at Sight Call

James Doyle

VP of Sales, UK & Nordics
Sight Call

THE ANSWER IS IN THE DATA

11:00 am - 11:30 am CASE STUDY: Leveraging the data of today to identify the maintenance of the future within inventory planning, connected devices and predictive maintenance

  •   How to use RPA and automation to simplify and transform your field service workforce
  •   How to deliver a direct line of connected devices to enhance predictive capabilities
  •   Harnessing data to reduce the time needed to respond to customers and preventing downtime
Matthew Hemmings, Director Network Delivery UK at Openreach

Matthew Hemmings

Director Network Delivery UK
Openreach

11:30 am - 12:00 pm KEYNOTE PANEL: Working in tandem with technology: How to use AI, ML and RPA to get the most of your workforce and upscale your aftersales offerings

  • How to harness AI and ML for increased productivity and knowledge management
  • Harnessing RPA to achieve workforce efficiency and streamlining production
  • Using AI and ML to identify remote diagnostic capabilities
  • Developing AI and ML to create next generation cost saving and data analytics capabilities
Adam Gordon, Head of UK Field Service at Ericsson

Adam Gordon

Head of UK Field Service
Ericsson

Kris Oldland, Publisher, Editor-in-Chief at Field Service News

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

12:00 pm - 12:30 pm Private business meetings for you to benchmark solution providers

12:00 pm - 12:30 pm VIRTUAL BOARDROOM

Sponsors:
On Process


12:30 pm - 1:00 pm LUNCH BREAK

1:00 pm - 1:30 pm PANEL DISCUSSION: What is the impact of data on field service and how to build technological foundation to obtain outcome driven strategies?

  •   How to harness legacy systems along with CRM and cloud platforms to ensure all technology links to each other
  •  How to categorise and structure data so that it is accessible to all
  •   Driving a shift in forward thinking through data analytics
Kelly Cole, Regional Director - Commercial Field Service at GE Aviation

Kelly Cole

Regional Director - Commercial Field Service
GE Aviation

Kevin Scott, Head of Customer Support at Npower

Kevin Scott

Head of Customer Support
Npower

Kris Oldland, Publisher, Editor-in-Chief at Field Service News

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

1:30 pm - 2:00 pm CASE STUDY: How can you understand the true needs of your customers and match those with their expected service level?

  •  What does your customer mean by good service?
  •  How to create a symbiotic relationship between you and your customer to support their own digital transformation
  • What are the effective methods to increase customer visibility of service and execute its punctual delivery
  • How to create and deliver a consistent strategy  of future customer experience 
Charles Bennett, Service Manager Northern Europe at ABB

Charles Bennett

Service Manager Northern Europe
ABB

2:00 pm - 2:30 pm Private business meeting for you to benchmark solution providers

Sarah Brettle, Director of Field Operations at Ford

Sarah Brettle

Director of Field Operations
Ford

Kelly Cole, Regional Director - Commercial Field Service at GE Aviation

Kelly Cole

Regional Director - Commercial Field Service
GE Aviation

Louise Murton, Head of Operations – Aftersales at Baxi

Louise Murton

Head of Operations – Aftersales
Baxi

DEEP DIVE ROUNTABLES: Discuss and benchmark the latest solutions and strategies with your peers. Ensure you find what is right for your company while learning what worked and didn’t for others just like you.

ROUNDTABLE A

2:30 pm - 3:00 pm CUSTOMER EXPERIENCE 4.0: How to set a standard when moving from customer service to customer experience
Rolf Thomas, Field Service Project Manager at Caterpillar

Rolf Thomas

Field Service Project Manager
Caterpillar

ROUNDTABLE B

2:30 pm - 3:00 pm DIVERSE SERVICE MODELS: How to adapt your service offering to create a complete customer experience
Adam Barrett, Head of Service at Mitie

Adam Barrett

Head of Service
Mitie

3:00 pm - 3:30 pm GUEST SPEAKER: The ‘wild side’ of Field Service

Simon Francis, Principal Lead Estates and Master Planning at ZSL

Simon Francis

Principal Lead Estates and Master Planning
ZSL

3:30 pm - 3:40 pm Chairperson’s Closing Remarks

Kris Oldland, Publisher, Editor-in-Chief at Field Service News

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

3:40 pm - 3:40 pm End of day one – see you tomorrow!