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2020 Smarter Services™ Digital Symposium

SYMPOSIUM ARCHIVES

Event Recordings

Tracks Sessions Speaker Sponsors Video
John’s Welcome & Opening Remarks

John Carroll ServiceCouncil
CEO Service Council

Tech Showcase: Featuring IFS

Justin Moon
Business Solution Consultant

Tech Showcase: Featuring Service Max

Mohan Rajagopalan ServiceMax
Vice President of Product Marketing

Conor Coulson
Field Service Marketing Manager (for live Q&A)

Keynote: Future-ready Services for Today and Tomorrow

James Mylett Scheinder Electric
Vice President, US Digital Buildings, Schneider Electric

Moderator: John Carroll

Field Service Building a Frictionless Field Service Experience

Ravi Advani Global Solutions
Director, Global Solutions, Unisys Corporation

Sara Cerruti, Sr. Director
Global Customer Transformation, ServiceMax

Moderator: Michael Israel

Service Workforce Empowerment (People) Executive insights with johnsons controls: Accelerating digital transformation

Buddy Saucier HVAC Service
Vice President, HVAC Service, JCI

Marty Gowling
Vice President of Customer Success, ProntoForms

Moderator: John Carroll

Service Innovation (Process) Using Data to Drive Empowered Customer Outcomes

Rudy Goedhart Spencer Technologies
Sr. Director, Business Intelligence, Spencer Technologies

Sarah Nicastro
Field Service Evangelist, Future of Field Service

Moderator: Michael Israel

Customer Experience (CX) A Connected Service Experience (IoT)

Sophia Williams
Vice President, Telecom & Technology, NCR

David Mohme
Vice President of Service, BUNN

Jeff Massey
Senior Director, NA Service, STERIS

Justin Hester
Service Engineering & Operations, PTC

Moderator: John Carroll

Tech Showcase: Featuring ProntoForms

Chris Allen ServiceMax
Manager Commercial Sales

Pat Henry
Manager Commercial Sales

Tech Showcase: Featuring PTC

Michael Lawoo
Sr. Technical Demo Project Manager

Sebastian Bergner
Sr. Solution Expereince Architect

Service Revenue Growth ($) Converting Customer Crises to Revenue Opportunities

Gaven Fahl
Director, Critical Accounts Program (CAP), HPE

Moderator: Michael Israel

Service Supply Chain (Parts) Managing the Post-COVID-19 Service Demand Challenge

Michael Chandler
Vice President, Services Supply Chain, NCR Corporation

Chris Rezendes
Chief Revenue Officer, OnProcess

Moderator: John Carroll

Intelligent Service Operations (Data) Maximizing the Capacity of Our Service Workforce

Gyner Ozgul
Senior Vice President, Operations, Smart Care Equipment Solutions

Sarah Nicastro
Field Service Evangelist, Future of Field Service

Moderator: Michael Israel

Keynote: Re-imagining Service (Service + IT = Win)

Jon Barr
Americas Head of IT, KONE Corporation

Welcome & Opening Remarks 2

John Carroll
CEO Service Council

Tech Showcase: Aquant’s AI-Powered Service Intelligence Platform

Ed Pahk
VP of Product Marketing and Business Development

Tech Showcase: Featuring Help Lightning

Marc Guthrie
COO Help Lightning

Keynote: The Journey to Creating an “Unrecruitable” Employee

Rusty Walther
Vice President, Global Customer Escalations, HPE

Moderator: John Carroll

Field Service Digital Field Services Strategies: Implementation Insights from Medtronic

Chris Westlake
Global Process Owner, Service & Repair, Medtronic

Aly Mawani
Vice President of Operations, ProntoForms

Service Workforce Empowerment (People) Capturing Knowledge and Leveraging Technology to Deliver In-the-Moment Solutions

Bob Feiner
Seniore Vice President, Dell Technologies Services, Dell Technologies

Leo Rota
Director of Business Developement, Appify

Moderator: John Carroll

Service Innovation (Process) Exploring Challenges & Barriers to Creating New Service Revenue Streams

John Shalaby
Chief Operating Officer, DM Merchandising

Moderator: Michael Israel

Customer Experience (CX) Building Organizational Culture That Engages Customers

Lance Ley
Manager, Strategic Field Operations, Sub-Zero

Sean Jordan
Service Director, BioTek

Vanessa Ward
Director, Global Services Operations Administration, Chicago Cubs

Moderator: John Carroll

Tech Showcase: Featuring OnProcess

Jamison Craig
Vice President Business Development

Miranda Vasquez
Solutions Engineer

Tech Showcase: Featuring ServiceNow

Rob Schaefer
Product Management Director

Service Revenue Growth ($) Expanding the Value of Virtual Support in a Touchless Environment

Tim Spencer
Sr. Vice President & General Manager, Service Operations, BUNN

Gary York
CEO, Help Lightning

Moderator: Michael Israel

Service Supply Chain (Parts) Post-COVID-19 Service Supply Chain

Sandra Ashworth
Global Director of Channels, Solutions & Warranty, Unisys Corporation

Moderator: John Carroll

Intelligent Service Operations (Data) Digital Transformation = Predictive Service

Mark Hessinger
Vice President of Global Customer Services, 3D Systems

Joseph Kenny
Vice President of Global Customer Transformation & Customer Success

Moderator: Michael Israel

Keynote: Women in Service — Leading the Industry Through Change

Sonya Lacore
Vice President, Inflight Operations, Southwest

Cindy Etherington
Vice President of Educcation Services, Dell Technologies

Dr. Marlene R Kolodziej
Ricoh USA Inc.

Linda Tucci
Sr. Global Director, Technical Solutions Center, Ortho Clinical Diagnostics

Sophia Weatherby Willams
Vice President, Telecom & Technology, NCR

Sarah Nicastro
Field Service Evangelist, Future of Field Service

Welcome & Opening Remarks 3

John Carroll
CEO Service Council

Tech Showcase: Featuring Appify

Leo Rota
Director of Business Development

Keynote: The Science Behind Service

Dr. Mahesh Subramony
Professor of Managment, NIU; Director, ASU-CSL

Field Service Successfully Adopting New Technologies in Field Service

Nikki Narang
Sr. Principal Product Manager, ServiceNow

Janene Casella
Director, Product Management, ServiceNow

Boris Ansorge
Director, Global Service, Scheidt & Bachmann

Kai Harperscheidt
Team Lead Service Now, Scheidt & Bachmann

Moderator: Michael Israel

Service Workforce Empowerment (People) Servant Leadership: Developing a Culture of Care Which Considers the Customer, the Organization and the Employee

Afeef Hussain
Regional Director of Training, Development & Quality Assurance, LUX* Resorts

Moderator: John Carroll

Service Innovation (Process) Erasing the Workforce Skills GAP with Tribal Knowledge

Joe Lang
Vice President of Technology & Innovation, Comfort Systems USA

Moderator: Michael Israel

Customer Experience (CX) End-to-End Support with Information Enablement

Michael Aherns
Michael Aherns, Service Operations, Pure Storage

Xavier Jamal
Solutions Engineer, Healthcare & Life Sciences, Salesforce

Eric Lomascolo
Senior Vice President of Technology & Product Management, Source Support

Moderator: John Carroll

Tech Showcase: Featuring Source Support

John Trautwein
Chief Customer Officer

Service Revenue Growth ($) Commercializing Information Accessibility & Empowerment

Chris Westlake
Global Process Owner, Service & Repair, Medtronic

Ryan Tidd
Engine Field Service Capabilities & Innovation Director, Cummins

Ian Thorburn
Vice President of Marketing, Smart Care Equipment Solutions

Moderator: Michael Israel

Discussion and Q&A on Industry Trends in Service

John Carroll and Michael Israel

Intelligent Service Operations (Data) Preventive > Predictive > Proactive > Outcome-Based

Richard Muhabir
former SVP Technical Services Global, IMAX Corporation

Moderator: Michael Israel

Keynote Panel: Agile Service Transformations

David Nour
CEO & Founder, Nour Group;

Bob Feiner
Senior Vice President, Dell Technologies Services, Dell Technologies

Laura Mather
Vice President & General Manager, North America Service, Steris

Ravi Advani
Director, Global Solutions, Unisys Corporation

Sean Jordan
Service Director, BioTek

Save the date!

2021 Symposium

September 13-15, 2021   |   Loews Chicago Hotel

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