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TABLE OF CONTENTS Event Information
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Tools & Technology Showcase
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Networking Events
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Field Service Game & Passport to Prizes
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Community
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Agenda & Session Breakouts
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Keynote Speakers
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Event Sponsors
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Venue Map
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WIFI INFORMATION NETWORK NH Hotel Group LOGIN nh PASSWORD wifi #MAXIMIZEEUROPE
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2016 MAXIMIZE EUROPE
WELCOME I would like to welcome you to Maximize Europe 2016, our annual customer conference and field service summit. With unprecedented technology innovation and new economic realities, there have been fundamental changes to the way companies do business. As a result, service organisations are being forced to adapt with new strategies, an increased focus on revenue, and novel approaches to how they interact with customers. It’s time to empower technicians, enable proactive and predictive service, garner insights and analytics from your technology and make Field Service the key differentiator for moving your business forward. We’ve put together one and a half days of sessions, roundtables, a technology showcase, networking and more to help you better understand the state of the industry, your role in it and how to set your business up for success today and in the future – because The Future of Field Service is Now! Please use this guide as your resource for taking advantage of all this event has to offer. Have a great event.
Sincerely,
Spencer Earp SVP EMEA and APAC, ServiceMax
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EVENT INFORMATION
Registration & Information Desk Hours Tuesday 8 November 8:00 - 18:00
Wednesday 9 November 7:00 - 14:00
STOP BY THE MAXPERT BAR IN THE WINTER GARDEN ROOM, TO SEE A DEMO OF THE LATEST PRODUCT RELEASE AND GET YOUR QUESTIONS ANSWERED BY OUR STAFF OF MAXPERTS.
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TOOLS & TECHNOLOGY SHOWCASE
Don’t miss the Tools & Technology Showcase where ServiceMax and our partners are sharing their technologies and services that strengthen your field service business.
Expo Hours
TUESDAY 8 NOVEMBER
WEDNESDAY 9 NOVEMBER
8:00 - 10:00
7:00 - 8:00
12:30 - 13:15
9:45 - 10:15
18:30 - 19:30
Self-Guided Training See what ServiceMax Education has to offer and enter to win! Watch our video at the ServiceMax booth to be entered to win one free year of access to the SVMX101-V eLearning course PLUS a 30 min consultation with our Customer Education training experts! Visit the ServiceMax booth in the Tools & Technology Showcase.
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NETWORKING EVENTS
Cocktail & Gala Dinner Tuesday 8 November 18:30 to 21:00
Join us for a reception in the Tools & Technology Showcase located in the Winter Garden Room. Hosted by Westbrook International, enjoy hors d’oeuvres and drinks while networking with peers and Maximize Europe Partners. We will then welcome you to a gala dinner from 19:30 to 21:00 in the main ballroom.
Field Service Luncheon Wednesday 9 November 12:30 - 14:00
Join David Milam, CMO, Servicemax and Mark Homer, VP of Global Customer Transformation, for a fun and informative wrap up luncheon session where we will review all the great content presented over the last day and a half. Plus, during this luncheon, we will announce the winner of the drone you must be present to win! 6
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FIELD SERVICE GAME Join us for a game of Field Service Knowledge and Chance during the Field Service Luncheon on Wednesday 9th November. In this simple game of heads or tails we will test your field service knowledge with 10 questions, those left standing at the end of round 10 will be invited to the stage for a lightning elimination round until only 1 person is left - and will be crowned winner! Want a chance to stay in the game longer? Simply complete your Tools & Technology Passport to join the game in round 5.
What Will you Win?
GRAND PRIZE DRONE
PASSPORT TO PRIZES A Tools & Technology Passport will be given to you at registration. Simply complete this by visiting each of the sponsors booths and have them stamp your passport. A completed Tools & Technology Passport is your fast-track ticket for the game during the Field Service Luncheon on Wednesday. Don’t worry, if you aren’t able to complete the Tools & Technology Showcase Passport you can still have a chance to win the Drone by participating in the Field Service Game during the Field Service Luncheon.
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SERVICEMAX COMMUNITY
Access the ServiceMax Community today to connect with field service experts–those you meet here at the event and thousands more around the globe. Thousands of field service professionals and ServiceMax experts are logging in and posting content: http://community.servicemax.com The community will be the main place to keep collaboration going after the event. All approved presentations, videos, and photos will be available after the event in the Maximize Attendee group. Contact Deirdre Yee at deirdre.yee@servicemax.com to get started!
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AGENDA TRACKS Maximize Europe 2016 will feature four different tracks to choose from. You can also mix and match from 25 sessions to create the perfect programme for you. Vision & Strategy Join this track to learn more about the vision of ServiceMax and the Field Service industry. These sessions will explore new business models for growth, profit and minimising risk. We will invite thought leaders from diverse horisons from C-level Executives to Professors and experts in their respective domains and have an interactive approach of workshops, sessions and discussions around service innovation strategies. Service Operations Excellence Gone are the days of simply providing customer service at the lowest possible cost. Service organisations are now front and center, changing corporate culture, operations and affecting the bottom line. In this track, our experts, customers and partners will cover how and why service is such an important driver to the business, how service leaders can meet and then exceed expectations and incorporate best practices to bring their organisation into the next tier of field service excellence. Value of Field Service Service is embarking on a transformational journey, with the goal of driving towards profitability in an organisation. This track features sessions by ServiceMax experts and customers on how to quantify the value of your service business, utilising tools developed to assess the maturity of your service organisation, and to develop strategies for best in class service organisations. “What gets measured, gets managed” – it’s never been more true. You simply can’t run a successful field service organisation today on “gut feel” – you need data. We will discuss what data to track in field service, and how best to use it to generate successful outcomes.
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ServiceMax Solution Fine tuning your service systems is an ongoing task, but when you have major changes to make in business processes that require system upgrades, integration projects or new solution implementations you can always use some helpful advice. Our ServiceMax Solution track features customers, partners and ServiceMax consultants with the “beenthere-done-that� experience to help you succeed in your next big IT endeavor. Learn about our products, recent innovations and where ServiceMax is going with mobile, scheduling & optimisation, service performance metrics, IoT, business insights & integration.
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AGENDA SESSIONS MONDAY 7 NOVEMBER 11:30 - 21:30
CSO Summit (Invitation Only) Ruby
13:00 - 18:00
ServiceMax User Group (Customer only) Diamond
18:00 - 19:00
User Group Cocktail - Hotel Bar
TUESDAY 8 NOVEMBER 7:00 - 17:00
Registration & Information Desk Open
8:00 - 10:00
Breakfast in the Tools & Technology Showcase Winter Garden Room. Sponsored by
10:00 - 11:00
KEYNOTE: THE FUTURE OF FIELD SERVICE IS NOW
Eduard Crits, Chief Information Officer & VP Operational Excellence, IBA
Mussy Kurt-Elli, CEO, QubeGB
Dave Yarnold, CEO, ServiceMax
Unprecedented innovation, new economic truths and other fundamental changes in many industries have disrupted how different groups within companies spawn competitive advantages and these days, transform or get left in the jet stream of change. Service organisations are being forced to adapt to new strategies, increase the focus on revenue and interact with customers differently. Those that wait to leverage actionable data from IoT and use technology as a way to drive service revenue may find their competitors already have. Join ServiceMax CEO Dave Yarnold and customers as they explore how companies are responding to these industry forces to derive strategic business value from field service.
Grand Ballroom
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11:00 - 11:30
Andreas Heckert, Head of Business Improvement, Siemens Power Generation Service Wind Power Grand Ballroom
11:30 - 12:30
KEYNOTE: SERVICEMAX PRODUCTS POWERING FIELD SERVICE FOR TODAY AND TOMORROW Hosted by: Rei Kasai SVP of Product, ServiceMax Amit Jain, Senior Director, Product Management, ServiceMax
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Guest Speakers: Terry Cavender, Senior Global Project Manager, Pitney Bowes Martin Gilday, Senior Vice President, Global Service, Elekta Jean-Pierre Samilo, VP for Field Services IT Domain, Schneider Electric
ServiceMax senior vice president in charge of products, Rei Kasai, will discuss in his keynote the key focus areas of innovation including IoT integration, Installed Base Management, and Service Performance Metrics. Rei’s keynote will showcase the key innovations in live demonstrations and discuss our upcoming plans by reviewing the product roadmap and strategy.
Grand Ballroom
12:30 - 13:15
Lunch in the Tools & Technology Showcase Winter Garden Room. Sponsored by
13:15 - 14:00
KEYNOTE: A CUSTOMER CONVERSATION: DELIVERING INCREASED CUSTOMER SATISFACTION AND PROFITABILITY
Hosted by: Rick Gustafson, CFO, ServiceMax
Guest Speakers: Lucio Golinelli, Senior Director Service & Delivery, Sky Italia Mussy Kurt-Elli, CEO, QubeGB
The proverbial better mousetrap isn’t the only thing you need to impress and grow your customer base. Companies have long known that a competitive advantage is born from a customer’s experience - and where loyalty is made or broken. This fire-side chat moderated by ServiceMax Chief Financial Officer, Rick Gustafson, you will hear from Sky Italia and QubeGB about how they’re leveraging cloud and mobile technology, data and analytics to turn their field service operations and those interacting directly with customers into a strategic powerhouse of loyalty.
Grand Ballroom
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14:10 - 14:50
HOW TO GET STARTED WITH CONNECTED FIELD SERVICE
Vision & Strategy Martin Gilday, SVP Service, Elekta
The Internet of Things is revolutionising service and ushering in a new era of possibilities. How do you get started? Where do you prioritise? What is your first step in the journey to realising value? During this session you’ll hear an exciting, real world example from Elekta sharing their strategic approach to capitalise on the IoT opportunities in the Medical industry.
Topaz
14:10 - 14:50
DEVELOPING SERVICEMAX TO RAPIDLY ADDRESS FIELD SERVICE PROCESS GAPS
Service Operational Excellence Russell Jacobs, Business Analyst, Domino
Last year Domino embarked on The Domino Way, a business transformation project, where each best in class organisation process and platform was identified, optimised and then packaged, ready to roll out to all Domino businesses and subsidiaries, Servicemax is one of these core platforms.
During the gap analyses, where Domino reviewed local process, and compared them to the DW processes, a number of key issues were identified, and in this presentation Russ will share some of these key differences and how Servicemax was used to quickly develop solutions that allowed Domino to close these identified gaps.
Ruby
14:10 - 14:50
DELIVERING VALUE FROM OUTCOME BASED MODELS
Value of Field Service Tim Baines, Professor of Operations Strategy and Executive Director, The Advanced Services Group
When was the last time you did something visionary, reaped the dividends, and set yourself apart from competitors? According to the Advanced Institute of Management, one third of large manufacturing firms are now ‘servitised’. In the US, that figure is nearly twice as high at sixty per cent. And in the UK, where ninety-nine per cent of business is generated by SMEs, around 40% of manufacturing companies are now thought to be servitised. The reason for such widespread adoption? It’s profitable. According to an Aston University study, servitisation delivers sustained annual growth of 5-10%,
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14:10 - 14:50
and reduces costs by up to 25% to 30%. In this session, Tim will share stories of successful business transformation that required a total change to the business model, implementing changes to culture, operations, processes and aligning an entire company to a new way of working. He will also talk through some of the risks, challenges, results and more importantly, his lessons learned along the way.
Amber I
14:10 - 14:50
UNLEASH SUPERIOR SERVICE PERFORMANCE WITH TECHNICIAN SCORECARDS
ServiceMax Solution Pavaman Athani, CEO, SparkPerform
The way we work is rapidly changing and your workforce now expect the best tools and the most engaging experience in the office and out in the field. It’s often said that your employees are your biggest asset and high employee engagement is crucial for delivering high customer satisfaction and low employee turnover rates, but how do you increase engagement amongst technicians? In this session Pavaman Athani will discuss how gamification is revolutionising employee engagement in terms of goal alignment, targets and continuous work feedback.
Diamond 15:00 - 15:40
DISCOVER A FRAMEWORK TO ESTIMATE THE COST OF NO-FAULT FOUND EVENTS
Vision & Strategy Dr John Ahmet Erkoyuncu, Lecturer in Service Simulation and Visualisation, Cranfield University
Dr. John Ahmet Erkoyuncu will present his research which investigates a generic framework to estimate maintenance costs attributed to the No Fault Found (NFF) phenomenon. Such overhead costs are particularly difficult to quantify due to potentially serviceable equipment being returned for repair. Other factors, such as a reduction in the availability of the system, compromising reliability of high value assets, and logistical factors, can all contribute to the cost of resolving an unknown fault. From the academic perspective, the generic framework for NFF cost estimation demonstrates how qualitative and quantitative information can be used together to achieve maintenance objectives.
Topaz
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15:00 - 15:40
UPCOMING IMPLEMENTATION INNOVATION AT SERVICEMAX
Service Operational Excellence Agni Ananda, Director Innovation and Enablement, ServiceMax Discover the new tools, processes and methodology developed by the ServiceMax Innovation team to drive implementation excellence for your deployment. In this session you’ll hear how to save valuable time in your deployment of ServiceMax by hearing best practices from our experts as well as new tools developed by the implementation team such as automated testing and faster migration.
Ruby
15:00 - 15:40
ORGANISATIONAL TRANSFORMATION WORKSHOP: A PRACTICAL GUIDE TO OUTCOME BASED MODELS AND SERVICE INNOVATION
Value of Field Service Nick Frank, Managing Partner, Si2 Partners
Where do you start with servitization? What are the enablers? In this transformation workshop, Nick Frank will discuss his own experiences of servitisation, the market forces that are driving manufacturers to transform and how to get started on your journey.
Amber I
15:00 - 15:40
SECURITY IN THE WORLD OF MOBILE DEVICE MANAGEMENT AT PITNEY BOWES
ServiceMax Solution Terry Cavender, Senior Global Project Manager, Pitney Bowes
No other job demands the use of mobile devices more than that of a field service engineer. But what happens when you need to support legions of field workers and secure their multiple devices and different operating systems? Well, that’s where Mobile Device Management comes in. Join us for a session on the capabilities of MDM, reporting for visibility into field application performance and learn from past successes in deployment and security of field service apps.
Diamond
15:40 - 16:10
Coffee Break in the Tools & Technology Showcase Winter Garden Room
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16:20 - 17:00
ACHIEVING GLOBAL SERVICE ALIGNMENT AND EXCELLENCE
Vision & Strategy Christopher Riau, Director of Global Service, Nilfisk
Christopher Riau is Director of Global Service for Nilfisk, a leading global provider of professional cleaning equipment and solutions, with over 700 field-service technicians, globally. In this session Christopher will provide you with an overview of how Nilfisk is reaching global alignment and deploying ServiceMax with high value impact.
Topaz 16:20 - 17:00
INTEGRATING SERVICEMAX TO ERPs - TRANSFORM USER EXPERIENCE BY CONNECTING FRONT & BACK OFFICES
Service Operational Excellence Nabil El Abed, Service Director, Schneider Electric
Field service organisations across all industries do it integrate SAP and Oracle to ServiceMax. They not only gain efficiencies in operational performance but also achieve deeper visibility throughout their organisations. In this session, Nabil El-Abed from Schneider Electric will discuss how this has been developed at Schneider Electric to great effect.
Ruby
16:20 - 17:00
TIPS & TRICKS FOR CREATING SERVICEMAX REPORTS, SERVICE PERFORMANCE METRICS
Value of Field Service Steve Jones, Solution Architect, ServiceMax
Your field service data is a goldmine of actionable data for not only your own service team, but also finance, product quality, and more. If you are looking to add a few new reports to your deployment, this step-by-step session is for you. An in depth demonstration of ServiceMax Service Performance Metrics will also be shown. Amber I
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16:20 - 17:00
WHAT’S NEW IN THE SERVICEMAX 2016 RELEASES?
ServiceMax Solution Lubor Ptacek, VP of Product Marketing, ServiceMax
ServiceMax delivers three releases each year. That means, there have been three releases since our last European customer conference: Winter 16, Spring 16, and Summer 16. This session will review the highlights of those three releases, ranging from IoT integration and Service Performance Metrics, to the new Field Service App, site-centric entitlements, and long job scheduling.
Diamond
17:10 - 18:00
ROUNDTABLE DISCUSSIONS
1 - Profit Powerhouse: Moving from Cost to Profit Centre hosted by: Rick Gustafson, Chief Financial Officer, ServiceMax
ROUNDTABLE LOCATIONS
1-3 Diamond 4-6 Ruby 7-9 Amber I 10-11 Topaz
2 - Implementation Best Practices - hosted by: Tony Smith, EMEA Vice President Services, ServiceMax 3 -Optimisation, Scheduling and Dispatch - hosted by: Mark Homer, Vice President Global Customer Transformation, ServiceMax
4 - Meet the ServiceMax Product Expert Roundtable - hosted by: Rei Kasai, Senior Vice President of Products, ServiceMax
5 - Design the next Mobile User Experience - hosted by: Neil Lewis, EMEA Sales Consulting Director, ServiceMax
6 - Driving Change Management and Adoption for Your Technicians - hosted by: John Bristow, EMEA Director of Strategic Services, ServiceMax
7 - Talent & The Aging Workforce - hosted by: Patrice Eberline, Vice President Global Customer Transformation, ServiceMax
8 - Optimising ServiceMax ROI with Integration - hosted by: Doug McLean, Alliance Director, Jitterbit
9 - How the Connected Industrial Worker Enables New Business Models - hosted by: Patrick Vollmer, Managing Director, Accenture
10 - Life Science & Medical Devices Industry Roundtable hosted by: Lubor Ptacek, Vice President of Product Marketing, ServiceMax
11 - How to Build a Field Service Command Center Powered by Internet of Things technology - hosted by: Mark Easley, Vice President Sales Engineering, MapAnthing
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18:30 - 19:30
Tools & Technology Showcase Cocktail Reception hosted by Winter Garden Room
19:30 - 21:00
Field Service Gala Dinner Grand Ballroom
WEDNESDAY 9 NOVEMBER 7:00 - 14:00
Registration & Information Desk Open
7:00 - 8:00
Breakfast in the Tools & Technology Showcase Winter Garden Room
8:00 - 8:45
KEYNOTE: VISION SHOWCASE: TECHNOLOGY SHAPING THE FUTURE OF SERVICE
Speaker: Athani Krishna, Co-founder and Chief Strategy Officer, ServiceMax
Guest Speakers:
Captain Joe Burns, CEO, Sensurion Aerospace
Ian Purdy, CEO, Crossvale Michael Rygol, VP of Product Management for Vuforia Studio, PTC In this session, ServiceMax Co-Founder and Chief Strategy Officer Athani Krishna will share his vision of the future of field service management. He will discuss how leadingedge technologies such as drones, big data analytics and augmented reality expand the capabilities of Field Service Management. He will be joined on stage by ServiceMax partners Crossvale, Sensurion, and PTC who will showcase their innovations integrated with the ServiceMax platform.
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Grand Ballroom
8:45 - 09:45
BLACK BOX THINKING: HOW TO REVOLUTIONISE FIELD SERVICE PERFORMANCE Guest speaker Matthew Syed, Columnist for The Times
Almost no other line of business has transformed as radically and as fast as field service in recent years. The jump from clipboard to cloud and reactive to predictive service models have re-defined customer SLAs, business thinking and C-Suite expectations. Service is suddenly - or some would say, finally – moving centre stage. For service leaders, the changes just keep on coming, as the very nature of change becomes more frequent, disruptive and complex. Few service leaders are formally trained to navigate this shifting business landscape or feel fully equipped to successfully spearhead such far reaching transformational change. In our keynote presentation, renowned human performance expert and best-selling author, Matthew Syed, explains how marginal gains can revolutionise performance in both a commercial and personal context, with huge implications for businesses, as well as training and education.
Grand Ballroom
09:45 - 10:15
Coffee Break in the Tools & Technology Showcase Winter Garden Room
10:15 - 11:00
ALIGNING THE CSO & CIO WITH THE CEO’S STRATEGY Vision & Strategy Mark Homer, VP of Global Customer Transformation at ServiceMax
Joe Kenny, Sr. Director of Global Customer Transformation/ Customer Success at ServiceMax
If Chief service officers are from Mars and Chief information officers from Venus, how do you go about Universal value alignment as part of your business strategy? Using examples from two different perspectives we explore business growth, profit and risk, and discuss the creation of new business models by blurring the digital and physical service world. In understanding the challenges and goals of the CIO, service leaders can adjust their communication styles to embrace CIOs as part of their digital service strategy.
Topaz
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10:15 - 11:00
HOW TO RUN A SUCCESSFUL SERVICEMAX PROJECT
Service Operational Excellence Joe Stean, ServiceMax Practice Lead, Westbrook International
With a combined 8 years of ServiceMax implementation experience, working with customers such as QubeGB, IBA and Inca Digital, Joe Stean & Marco Erzingher will present their 3 point implementation plan. The focus of this breakout session is to articulate the process and tools required to minimise implementation time and maximise ServiceMax ROI.
Ruby
10:15 - 11:00
SERVICE TRANSFORMATION AT MAREL
Value of Field Service Trausti Arnason, Global Head of Services, Marel
Trausti Arnason is responsible for global service operations and the service transformation program for Marel, covering alignment of field service operations, support centers, supply chain, commercial activities and growth plan. Service and maintenance is seen as a key growth area and value driver at Marel and in this session Trausti will describe the drivers towards change and share some of the results the company is seeing as a result of the increased focus on services.
Amber I
10:15 - 11:00
FIELD SERVICE APP AND MOBILITY STRATEGY UPDATE
ServiceMax Solution Joseph June, VP, Product Management, ServiceMax
Learn how you can empower your technicians to not only deliver excellent field service but also equip them to become agents of customer experience using the ServiceMax mobile applications. In this session, we will review the new Field Service App and discuss the overall mobile strategy and roadmap for ServiceMax
Diamond
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11:05 - 11:45
HOW THE CONNECTED INDUSTRIAL WORKER ENABLES NEW BUSINESS MODELS
Vision & Strategy Patrick Vollmer, Managing Director, Accenture
The rapid growth in digital technology and the Internet of Things is ushering in a new era of smarter industrial work practices. Based on groundbreaking research conducted in December 2015, discover what the connected industrial worker of the future looks like - and how companies can use this for smart products, services and new customer experiences.
Topaz 11:05 - 11:45
UNCOVERING THE HIDDEN FIELD SERVICE PROFITS IN YOUR SUPPLY CHAIN
Service Operational Excellence Kieran Notter, Director of Global Customer Transformation, ServiceMax
Cross functional alignment between Field Service and Supply Chain brings its challenges when it comes to communication and silo development however when the two departments work together and align objectives the results can be hugely impactful on the bottom line. Join supply chain expert Kieran Notter for this session where he will discuss real life examples of companies that have achieved supply chain and field service operational excellence.
Ruby
11:05 - 11:45
OH THE PLACES YOU’LL GO!...ON YOUR SERVICE TRANSFORMATION - PART 1
Value of Field Service Patrice Eberline
Transforming your service organisation can help your company increase its competitiveness and profitability. Learn about new tools and best practices to help you realise where you are along the service maturity curve (including industry benchmarks), prioritise where you want to go, and begin to develop your plan to get there. Key to any business case, these tools and approach will help companies in initial phases as well as those in expansion or continuous improvement phases.
Amber I
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11:05 - 11:45
INCREASE THE VISIBILITY INTO YOUR INSTALLED BASE
ServiceMax Solution Amit Jain, Sr. Director Product Management, ServiceMax
Service organisations are the primary users of installed base data. The accurate insight into which products are deployed and where determines the baseline for possible service and product upsell opportunities. However, consolidating installed base data is often challenging as it is typically spread across multiple separate systems across organisations. ServiceMax offers many capabilities to help service businesses build a master installed base database and to provide business value to numerous stakeholders from service to sales and marketing groups. In this session, Amit Jain, Sr. Director of Product Management, will walk you through how ServiceMax enables service businesses to build and extract value from accurate installed base data
Diamond
11:50 - 12:30
CHANGE MANAGEMENT AND THE JOURNEY TO MOBILITY TRANSFORMATION
Vision & Strategy John Bristow, Senior Director, Strategic Services, EMEA, ServiceMax
Implementing change is difficult. And a major challenge for closing the gap between the technology solution and the business outcomes are the field engineers who are expected to learn and embrace a new way to work. ServiceMax’s approach to Transition Management is based on over 30 years’ of experience and is designed to deliver a more predictable path to user adoption and the realisation of business outcomes. Join this session to hear examples of highly successful mobility transformation. Topaz
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11:50 - 12:30
GLOBAL IMPLEMENTATION OF LEAN STANDARD PROCESSES AND PERFORMANCE METRICS AT PANALYTICAL
Service Operational Excellence John Oude-Egbrink, Global Customer Support Director, Panalytical
PANalytical is a leading company in the field of material characterisation. They provide solutions for highly reliable and robust chemical and structural analysis of a wide variety
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of materials. In this presentation John will discuss his global implementation of lean standard processes starting with the deployment of ServiceMax in 2011 and some of the metrics the service department has put in place to measure efficiency.
Ruby
11:50 - 12:30
WORKSHOP: OH THE PLACES YOU’LL GO!...ON YOUR SERVICE TRANSFORMATION - PART 2
Value of Field Service Patrice Eberline - Joe Kenny - Kieran Notter
Transforming your service organisation can help your company increase its competitiveness and profitability. Learn about new tools and best practices to help you realise where you are along the service maturity curve (including industry benchmarks), prioritise where you want to go, and begin to develop your plan to get there. Key to any business case, these tools and approach will help companies in initial phases as well as those in expansion or continuous improvement phases.
Amber I
11:50 - 12:30
IMPROVE SERVICE AND REDUCE COSTS WITH ADVANCED SCHEDULING AND OPTIMISATION
ServiceMax Solution Joseph June, VP, Product Management, ServiceMax
Creating and effectively managing your field organisation schedule not only reduces costs but also enables you to deliver service that will delight your customers. Whether your scheduling need is manual or full optimisation, ServiceMax can help you maximise your field service organisation’s potential. In this session, we will share with you a comprehensive update of ServiceMax scheduling strategy and roadmap.
Diamond
12:30 - 14:00
Field Service Luncheon Grand Ballroom
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KEYNOTE SPEAKERS CAPTAIN JOE BURNS CEO, Sensurion Aerospace
Capt. Joe Burns, CEO, is a twenty-five year veteran of the aviation technology and communications industry and most recently the Managing Director of Flight Operations Technology and Flight Test at United Airlines, responsible for over $200M in NextGen and technology programs. Capt. Burns is a widely recognized expert on aviation issues, and is in demand as a speaker and panelist, as well as sitting on several boards of directors. Capt. Burns has founded and capitalized several successful small businesses, all of which are still in operation. In addition, Capt. Burns has 10 patents in aviation, security, and communications technologies.
TERRY CAVENDER
Senior Global Project Manager, Pitney Bowes With over 30 years of industry experience, Terry leads the Pitney Bowes deployment of Field Service Systems. Pitney Bowes has a global footprint of around 10,000 field service transactions daily across 2,500 personnel using ServiceMax on iOS devices across EMEA, AMER and APAC. Terry will review how multiple aspects of global compliance, data security, device performance and adoption have driven their mobile device management journey. Pitney Bowes powers billions of transactions across the world of commerce.
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EDUARD CRITS
Chief Information Officer & VP Operational Excellence, IBA Eduard Crits is the Chief Information Officer & VP Operational Excellence at IBA. With more than 20 years of experience working different roles within global companies (R&D, manufacturing, operations, international project management, 3rd parties‌) he has a deep sector expertise and experience in the service industry. He managed complex international integration and acquisition projects, worked in different businesses and market environments, plus he also has a global expertise with a strong focus on North America.
MARTIN GILDAY
Senior Vice President, Global Service, Elekta Martin Gilday is Senior Vice President of Global Service for Elekta. Elekta is a human care company pioneering significant innovations in medical technology and clinical solutions for treating cancer and brain disorders. Martin is responsible for leading the global service organisation and implementing service initiatives that support global customer service operations for enhanced customer experience and improved service business profitability.
LUCIO GOLINELLI
Senior Director Service & Delivery at Sky Italia Lucio Golinelli is the Senior Director Service & Delivery at Sky Italia. Lucio Golinelli is Senior Director of Service & Delivery at Sky Italia, an Italian digital satellite television platform owned by 21st Century Fox. He is responsible for field operations and leading the sales and post sales process including supply chain. Golinelli has over 20 years of experience in sales and services within the telecommunications industry. Prior to Sky Italia he held senior positions at Telecom Italia, Mobilkom Austria and Bouygues Telecom France.
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RICK GUSTAFSON
Chief Financial Officer, ServiceMax As Chief Financial Officer, Rick Gustafson is a key contributor to the company’s business strategy and oversees all financial operations. Rick brings over 25 years of financial management and leadership experience guiding emerging growth technology companies through key growth and transition stages. Prior to ServiceMax, Rick was the CFO of Genius.com, a cloud based marketing automation company, and Ketera Technologies, a pioneer in the B2B SaaS market. Over the years, Rick has helped guide more than a dozen emerging growth venture-backed technology companies. Earlier in his career, he held financial management roles at IBM and Ernst & Young.
ANDREAS HECKERT
Head of Business Improvement, Siemens Power Generation Service Wind Power As Division Head of Business Excellence Andreas is driving the leap changes and continuous improvements of Siemens Wind Power to increase the company’s productivity. The major subjects to change to achieve this are processes and IT solutions as well as roles and skills. Before taking the current responsibility he was exclusively focusing on the Service side of the Wind Power business in a similar role for two and a half years. During this time he developed a target operating model for the global service organization and turned the related implementation roadmap into action in the key areas of field service operations, spare parts and service engineering. Pioneering the usage of ServiceMax as cloud based platform for the Siemens Power Generation Service was one major achievement on his journey.
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REI KASAI
Senior Vice President of Products, ServiceMax Rei is a seasoned product leader who has created, launched, and managed enterprise software products. Most recently he was the head of product for SAP’s Cloud for Customer solutions for field service and customer service. Under his leadership, he started the product line from the ground up and grew it into one of the fastest growing product lines in SAP. Rei holds a BA in Neuroscience from UC Berkeley as well as an MBA from the Haas School of Business at UC Berkeley.
ATHANI KRISHNAPRASAD
Co-Founder & Chief Strategy Officer, ServiceMax In his role, Athani is responsible for creating, communicating and executing strategic initiatives around growth & innovation, and creating strategic alignment behind the vision. Since founding ServiceMax, Athani has led ServiceMax’s product vision and strategy, product design, and product marketing and management functions. With his intimate understanding of customer needs and pain points, as well as technology and industry trends, Athani has played a key role in driving growth & positioning ServiceMax as a leader in the market.
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MUSSY KURT-ELLI CEO, QubeGB
Mussy Kurt-Elli is Chief Executive Officer for QubeGB Ltd, specialists in field engineering and managed services to the telecoms and ISP industries. With overall responsibility for the company’s strategic direction and success, he has deep sector expertise and insights about the challenges and opportunities in the service industry. Mussy has more than 40 years’ international management experience, ranging from start-ups and SMEs to multi-national organisations.
IAN PURDY
Managing Director, Crossvale Europe Ian Purdy is currently the Managing Director of Crossvale Europe Limited. Ian was born in Co. Down, Northern Ireland and is now 49 years old. He obtained a MEng. in Electronic Systems Engineering from the University of Aston in Birmingham and subsequently worked in the BT software centre in Belfast for eleven years. In 2000, Ian moved to Fujitsu Telecoms Europe Limited and then in 2002, following a major downturn in the telecoms industry, he was part of the management buyout team that set up Asidua Limited. During the following 12 years Ian was CTO at Asidua, until they were acquired by Civica in November 2014. Ian then moved into the role of Solution Director on NI Government projects for Civica until June 2016.
MICHAEL RYGOL
Vice President Product Management, Vuforia Studio Dr Michael is Vice President, Product Management for Vuforia Studio at PTC. Michael’s career spans three decades in the computing industry in fields that include parallel computing, computer vision, PLM, visualisation, virtual reality and augmented reality. During this time, Michael has worked as a research scientist, software R&D, product marketing, business development and product management.
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JEAN-PIERRE SAMILO
VP for Field Services IT Domain Schneider Electric Jean-Pierre Samilo is Field Services Domain and Program Director at Schneider Electric. Since joining the company in 2011, he has been responsible for project portfolio management, resource and software vendor management and quality and processes. He has over 30 years of experience in IT and project management and previously worked for Areva and GE.
MATTHEW SYED Columnist, The Times
Matthew Syed is a columnist for The Times, and the author of two acclaimed books on the science of high performance. Bounce, published in April 2010, has been described as “one of the most intelligent and thoughtprovoking books about sport ever written” and Black Box Thinking, published in 2015, is a UK bestseller, and has been translated into multiple languages. Before becoming a writer, Matthew was the England table tennis number one for almost a decade, threetimes Commonwealth Champion, and twice competed for Great Britain in the Olympic Games (in Barcelona in 1992 and Sydney in 2000). His style was unusually defensive, playing strokes from the back of the court described as “spectacular roof threatening parabolas”.
DAVE YARNOLD CEO, ServiceMax
David Yarnold is the chief executive officer of ServiceMax. A veteran in the Software as a Service (SaaS) and Field Service industries, Yarnold has contributed to the success of some of the fastest growing companies in the enterprise software business over the past two decades.
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EVENT SPONSORS PLATINUM SPONSORS
GOLD SPONSORS
SILVER SPONSORS
EXHIBITOR SPONSORS
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Thank You Sponsors ACCENTURE
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Visit us at www.accenture.com
BIIT
BiiT - We Build Customer Companies. BiiT transforms its clients to be customer-centric with Force.com technology. We also help our clients develop their service business and implement the leading field service solution ServiceMax. Our aim is to create success for our clients by becoming the most customer-oriented company in our industry. Visit us at www.biitconsulting.com
CROSSVALE EUROPE LIMITED
Crossvale has been providing innovative software solutions to companies (large and small) since 2001. Today, we use best of breed in-memory data grid and streaming analytics platforms to help our customers analyse large amounts of fast-changing live data in real-time to identify revenue generating opportunities and act on these perishable insights immediately and automatically. Visit us at www.crossvale.com
FLUIDO OY
Fluido is the leading Salesforce partner in the Nordics. We help you transform how you engage with customers, partners and even employees. We make sense of your data and provide you with the clarity and insight that every customer moment deserves. With us, you can get certified consulting, development, integration and training services within the Salesforce ecosystem. Visit us at www.fluido.fi
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JITTERBIT
Jitterbit is a smarter approach to integration. Our single cloud integration platform brings connectivity to any application and makes it easy for anyone to create strategic advantage with seamless digital experiences. Connecting business-critical applications in days, not months, empowers ambitious companies to create a foundation for seamless digital experiences. With Jitterbit, integration moves at the speed of business as company needs evolve. Jitterbit is a leader in the Gartner Magic Quadrant for Enterprise Integration Platform-as-a-Service. Visit us at www.jitterbit.com
MAPANYTHING
MapAnything is the most powerful data visualization and mapping tool in Salesforce. It provides an intelligent, userfriendly interface in Salesforce that boosts productivity and efficiency while driving user adoption. Map customers, analyze sales, plan routes, manage territories, and improve marketing and service. MapAnything is backed by industryleading product and customer support. Visit us at www.mapanything.com
NOVENTUM
Noventum helps manufacturing and technical services companies transform their service business from selling and delivering basic product related services to selling and delivering advanced customer business related services, while achieving sustainable and profitable growth. And we are successful in doing so! Visit us at www.noventum.eu
PTC
PTC has the most robust Internet of Things technology in the world. In 1986 we revolutionized digital 3D design. Now our leading IoT and AR platform and field-proven solutions bring together the physical and digital worlds to reinvent the way companies create, operate, and service products. PTC has partnered with ServiceMax to offer Connected Field Service, the first solution that seamlessly combines IoT data with a field service management system. Visit us at www.ptc.com
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SPARK PERFORM
SparkPerform is a part of Bit Order Technologies Inc. We are partners with ServiceMax for more than 3 years. We have implemented ServiceMax product for more than ten customers, across EMEA and North America, leveraging deep product expertise and flexible engagement models. SparkPerform is a product offering from Bit Order that works closely with ServiceMax, and enables organizations to boost service performance by gamifying technician performance management. Using SparkPerform, service managers can drive and incent the right technician behaviors. Technicians can get real time feedback on their performance via personal performance dashboards and get recognized with achievement badges. Visit us at www.bitordertech.com
WESTBROOK INTERNATIONAL
At Westbrook, we focus on the Salesforce Platform to transform business performance. With more than 10 years’ experience consulting & delivering cloud projects, we have built a specialist Field Service team to optimise the value of ServiceMax deployments. Whether you’re using on-premise software, paper or already in the cloud, we know what it takes to drive profitable service delivery – to reduce costs, streamline operations and delight customers. Above all we seek to hear what you tell us, not just listen; and then develop your personalised system into something that delivers the best possible technical solution and user experience. We offer: • System Implementation and Development • Integration Expertise • App Customisation • Browser Development • Global Training Visit us at www.westbrook.co.uk
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8 - 9 NOV EM B ER 2 0 1 6 | AM ST E R D A M