06 - 07 October, 2020
Past Speakers (2019)
VP Service Business
Recently selected by Field Service News as one of the twenty pioneers driving services industry in Europe, Rajat is known for driving sales growth and sustained profitability as well as successfully penetrating new markets and building highly functional teams. He is currently redefining his business with software defined services including Business Process Management and Robotic Process Automation within Services. In his prior role as head of Product divisions within Fujitsu, he successfully brought to market firsts such as UMTS integrated lightest laptops, Green IT with Zero-Watt PCs cementing Fujitsu's innovation.
Having to face the challenges of governance restrictions and regulations as well as a risk adverse mindset, Anita has still managed to deliver 336 projects in 12 months. This is on top of facilitating a £123 million investment into BG’s customer service and field service. Targets for 2019/2020 are to implement a large scale platform for field planning and the supply chain programme of works required. This will continue the ‘digital agenda’ and transformation in customer operations and field operations.
Director, Global Field Service
Through out the last 12 months Ed has been instrumental in the roll out of a new global platform as part of BT’s digital strategy, involving the consolidation of third party suppliers moving from hundreds of suppliers to 10-20 strategic partners globally. Looking to the year ahead it is vital that both efficiency and customer experience continues to improve as the global platform matures, as well as a continued focus on up and down stream process integration to simplify and remove waste.
Service Director of Field Operations EMEA
With Whirlpool finishing third in Domestic and General’s total excellence awards in 2018 it is clear that Alistair’s drive to improve customer satisfaction over the last 12 months has succeeded. Central to this achievement has been in understanding the key points on the customer journey and then implementing improvements where shortfalls were identified. By prioritising communication with the customer, through message updates and surveys for pre-part ordering, this improved ‘first time completion’ rates by 1.5%, enabling not only a time saving but also in available resources. The next evolution of customer service improvements will see smarter pre-ordering and a focus on asking ‘the right question’ in the ‘right language’ rather than company jargon.
With many years of experience Cheryl-Anne is a seasoned professional with most of her career focusing around implementing innovative projects to ensure first class customer service and promoting core business values. With a track record in building stakeholder relationships and leading multi discipline teams to drive increased operational efficiency it is unsurprising that she is a G4S Group Performance winner, BIFM Rising Talent finalist, finalist of Young FM Manager of the Year and recipient of ‘WeAreTheCity's Rising Star’award. Key goals moving into 2019/2020 are centered around engaging with local colleges and schools to attract up and coming talent, setting key objectives with the current leaders of today to promote, mentor and coach future leaders in Field Service and to encourage networking within organisations to better understand their current talent pool.
Director of Business Delivery
Virgin Media Business
With over 20 years experience in leading, transforming and driving continuous improvement in operational organisation, Gareth heads a global team in the delivery and assurance of customer services for B2B across financial, telecommunication, media and technology sectors. In the past 12 months he has been involved in demonstrations ranging from the practical applications of AI in resolving customer order update queries, VR for fault fix and training to AR for the deployment of customer technical solutions. Over the next 6 months Virgin will finalise their 3 year system roadmap for delivery organisation centering around how to align and transform both their front and back offices comprising of 2000 colleagues.
EMEA Service Director
success in increasing GE’s Irish share in the pharma sector in the last 12
months involved a diverse range of clients, expectations and set ups. By overcoming the difficulties of recruiting
new talent, providing flexible solutions via their engineers as well as service
solutions that centered around an offering point of view, their position in
this market has been solidified. His future focus is that of their customer and
ensuring that not only the solutions they offer have relevance to the customer
but that the equipment is being maintained in a way and language that aligns
with their pharma customers.
Over the past 12 months Alex has placed the customer experience firmly at the heart of what GE do, upgrading customer assets to increase performance and ultimately the customer experience. Overcoming barriers within the current workforce by developing workshops with the engineers and the customer it has been a truly inclusive processes. With such successes in the UK the future focus is to roll this customer upgrade model to the rest of Europe, involving hands on training with counterpart offices.
Commercial Operations Director
spearheads ‘Project Merlin’ and has implemented far reaching system changes
throughout Homeserve in the past 12 months. In particular he was responsible
for the ‘triangle of change’ consisting of aligning systems, processes and
behaviors, the success of which would not have been possible without his
leadership and passion for transforming service operations. Fundamental
differences in approach were required in order to implement their core strategy
of ‘making customer lives effortless’ and bringing together multiple historical
systems to create one streamlined delivery structure.
Head of Regional Business, Service Contracts and Field Support Services
spent 10 years in capital sales; both as a territory manager and in leadership
roles, Dan recognises the importance of gaining a deep understanding of the
challenges faced by customers before basing the business strategy around
developing solutions that resolve these. His role, as part of the UKI's
leadership team at Olympus, is focused on continuing to develop a strong
customer centric service organisation that maximised customer equipment uptime
by empowering people to deliver improved outcomes. Only through implementing
project IOS90001 (process mapping), service to cash perspective and
streamlining internal processes was this to become possible.
European Service Director
Starting work with Brooks as a service engineer some 20 years ago, Meir is now responsible for all aspects of service operations and revenue for the European region, as well as acting MD for the Brooks entity in Israel. His technical background and strong interpersonal skills have allowed him to develop an in depth level of understanding of the service market requirement, as well as taking a leadership position within internal operations in order to build and continue the growth of the company.
One of the founding members of Dimension Data in 1983 and between 1998 – 2002, ‘Doc’ was also on the Board of Directors and was responsible for developing the Group’s global networking services operations, and all operations in the UK and Europe. In 2015 ‘Doc’ launched phase one of a ground-breaking project called ‘Connected Conservation’ which uses technology to eradicate the poaching of endangered species. The driving force behind this installation? In a private game reserve in South Africa between 2013 - 2015, three years before the system was installed, roughly 70 rhinos were killed for their horns. Since then, the system has proved its worth with zero rhinos being poached throughout 2017 and 2018. The goal is to eradicate all forms of poaching throughout Africa, India, Asia and the ocean.
Director of Professional Services EMEAI
Aiming to create an environment where their customers are successful, their employees feel valued and their revenue targets are exceeded.
Field Service News
Global Industry Director
A recognised thought leader in Service, Mark has been helping organisations drive business transformation for over 20 years. From bringing Service Lifecycle Management solutions to market with Servigistics to introducing Connected FSM to the marketplace with PTC. Mark has worked with some of the world’s largest Service organisations including Coca Cola, Dell, GE Healthcare and ThyssenKrupp. In March 2017 Mark was named as one of the most influential people in Field Service by Field Service News #FSN20