Field Service Connect UK 2020

06 - 07 October, 2020

Day 2 - 7th October 2020

FROM CUSTOMER SERVICE TO CUSTOMER EXPERIENCE

9:00 am - 9:10 am Chairperson’s Opening Remarks

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

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

  • How to ensure the correct engineers for your company to generate customer reassurance
  • Using a vocabulary that connects and is relatable for complete customer transparency
  • Implementing and understanding the staff training to enhance your company brand and ethos
  • How to differentiate between customer convenience and customer service to deliver increased customer satisfaction
  • Driving service centric revenue strategies to support the sale of products and service offerings 
Sarah Brettle, Director of Field Operations at Ford

Sarah Brettle

Director of Field Operations
Ford

Louise Murton, Head of Operations – Aftersales at Baxi

Louise Murton

Head of Operations – Aftersales
Baxi

Meir Elharrar, Director European Customer Operations at Edwards Vacuum

Meir Elharrar

Director European Customer Operations
Edwards Vacuum

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

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

9:50 am - 10:20 am CASE STUDY: Profiling the future Field Service worker: How to attract the best talent and mold the existing ones in a changing digital world

  •   How to upskill your existing field force to match the growing technological developments
  •   How to introduce apprenticeships to attract next generation talent
  •   Leveraging third party relationships to supplement your field force
  •   How to balance between ‘soft skills’ and more ‘traditional’ skills in order to create the most topical job profile
Alexander Bill, Head of Operations at Finning

Alexander Bill

Head of Operations
Finning

10:20 am - 10:50 am Private business meetings for you to benchmark solution providers

10:50 am - 11:20 am VIRTUAL BOARDROOM: WORKFORCE: Calculating and appreciating human failure: How to roll out a learning and development programme that taps into individual knowledge and brings your team together to better achieve business objectives

Kevin Benson, Head of Learning and Development at HS2

Kevin Benson

Head of Learning and Development
HS2

11:20 am - 11:50 am INTERVIEW: Becoming a disrupter within Field Service: What would you do if you could start again?

  • How to use technology as an enabler within field service rather than a driver
  • Where should you start when creating an agile and clearly defined working environment?
  • How to identify and implement your company culture whilst prioritising diversity
Andrew Hulbert, Managing Director at ParetoFM

Andrew Hulbert

Managing Director
ParetoFM

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

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

11:50 am - 12:20 pm CLOSING KEYNOTE: Future Gazing: How will innovation in connected services transform field service in the next decade and how can you leverage these trends?

  • Lessons learned from automotive and insurance: Using AI and ML to keep us safe
  • Moving to remote and self-service repair using AR
  • The future of pay per use: How can this work in practice?
  • Monetising service rather than a component for increased rate of return
  • Developing and creating smart cities: Is this the next step in embracing technological capabilities?
Rajat Kakar, Executive Service Group Europe at IBM

Rajat Kakar

Executive Service Group Europe
IBM

MEETING CUSTOMER EXPECTATIONS THROUGH CONNECTED SERVICE

12:20 pm - 12:30 pm Chairperson’s Closing Remarks

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

Kris Oldland

Publisher, Editor-in-Chief
Field Service News

12:30 pm - 12:30 pm End of Field Service Connect 2020 – See you next year!