Michael Anderson

With the emergence of new technologies to fuel service lifecycle innovation, service leaders must be prepared to adapt more quickly than ever before to increase customer value, achieve competitive advantage, and optimize longterm profitability. In this workshop, participants will examine the challenges related to the creation of service information, the execution of service activities, and the optimization of their service supply chain, with a focus on the opportunities presented by smart, connected products and the Internet of Things. This discussion will address the following questions, among others:

· Will the Internet of Things enable greater adoption of ‘product as a service’ business models?
· What data must a company capture, secure, and analyze to maximize the value of its service offerings?
· Which products enable new service models and optimize profitability?
· In what ways will smart, connected products change the customer relationship and help to create new value?
· What type of product information is available throughout the service network today, and what information will companies seek to leverage from smart, connected products in the future?

Table 1: Driving Customer Loyalty By Reducing Customer Effort
Hosted by David Douglas, Vice President Service Management, Scientific Games

Table 2: Service Issue Resolution: Closing The Loop Effectively To Address Quality At The Source
Hosted by Srdjan Mucibabic, Vice President Customer Support, Husky Injection Molding Systems

Table 3: The Impact of the Internet of Things on Service
Hosted by Michael Anderson, Senior Director Solutions Management, PTC

Table 4: Vehicle As A Mobile Network: Opportunities Abound For Service Fleets
Hosted by Kelly Frey, Vice President Product Marketing, Telogis

Table 5: Creating Customer Loyalty
Hosted by Bob Nelson, Vice President, Aftermarket Parts and Customer Service, Ray Lindsey Company

Table 6: Helping Technicians Sell Parts
Hosted by Eric Helmstetter, Vice President Customer Care, Alliance Machine Systems International

Table 7: Managing & Leading A Global Field Force
Hosted by Scott Wooden, Field Services Manager, Card Monroe

Table 8: Are You Ready For This: The Advent Of IoT, Mobility And Related Technology Advancements
Hosted by Tom York, CEO, Essintial Enterprise Solutions

Table 9: Ensuring Health And Safety Program Development Keeps Pace With The Technology Paradigm Shift
Hosted by Ken Walsh, Vice President Engineering & Operations, London Hydro

Table 10: Should You Hire An Engineer With Superior Technical Skills Or One with Superior People Skills?
Hosted by Tim Spencer, Vice President Customer Experience, WMS Gaming

Table 11: The Road To Modern Field Service
Hosted by Kayleigh Fitch, Product Manager, Oracle & JeffreyJ. Wartgow, Director, Product Management,Oracle

Table 12: Exploring Talent Management
Hosted by Patrice Eberline, Vice President Global Customer Transformation, ServiceMax