Conference Day Two: Wednesday, June 24, 2009

8:00 Chairperson’s Opening Remarks

Mark Vigoroso
Chief Services Strategist
Qualcomm

8:15 Supporting A Globally Dispersed Customer Base Through Remote Service Transformation

Mark Hessinger
Global Director, Worldwide Service
Gerber Scientific

• Transform your service organizations from an "old-world" product identification and development approach to an application development environment
• Create both the infrastructure and the organization to support new world products and services that will increase revenues and profits
• Extend the reach and expertise of your globally located technicians for faster and more accurate resolution to product issues
• Transform your produce support processes to drive customer loyalty by measuring customer satisfaction to ensure long-term retention
• Automate consumable resupply in generating new revenue sources

9:00 Integrating Remote Services into CRM Backend

Chris Lafratta
Director, Global Services Engineering Programs
Phillips Healthcare

• Leverage real-time information to predict market requirements such as demand as well as risks, adapt to dynamic business conditions, and align operations globally across the extended value chain
• Create information driven value chains to drive revenue and maximize profitability
• Identify and predict the business implications of any exception conditions, adapt to those issues and report detailed status back to the ERP or external systems

10:30 Panel Discussion: The Green Evolution And Remote Service

Michael Thurston Technical Director Rochester Institute of Technology

Randal Weaver Rochester Genesee Regional Transportation Authority

Scott Terdic Program Manager U.S. Air Liquide America L.P.

• Discus green as a strategic priority as it addresses the issue of shrinking product margins and an overall responsibility for cleaner environment
• Achieve a greater cost savings with green initiatives, reducing CO2 emissions and eliminating burning and shipping processes
• Learn how your organization can emerge as an important contributor in reducing carbon emissions through intelligent device collaboration and management

11:15 Discovering New Sources of Profit from Additional Services While Helping Your Customers Streamline Operations

Dave Kline Technical Operation Manager, Multi-Vendor Services Philips Medical

Daniel Fien Director Major Accounts EMRT

• Obtain added service revenue from higher-value maintenance contracts
• Increase service profitability through lower costs and more efficient delivery
• Receive full-time secure and complaint access to your equipment, enabling effective support that meets the customer’s LOS requirements without violating security requirements

Track A: Creating Loyal & Engaged Customers

Track B: Service Strategy & Revenue Optimization

1:15 Deployment Of A Service On-Demand Model For Lowered Costs & Improved Operations Dave Kline Technical Operation Manager, Multi-Vendor Services Philips Medical Daniel Fien Director Major Accounts EMRT Managing key service metrics and analyzing customer response to service operations Putting a value on customer time: Reduce costs while growing good will Benefit from best-in class service in extended aftermarket service offerings like direct content advertising, customer loyalty program and service customization

1:15 Panel Discussion: The Aging Workforce And Remote Service Mark Hessinger Global Director, Worldwide Service Gerber Scientific Phil Severe Senior Service Product Manager Applied Biosystems Prepare for the succession of a highly-skilled workforce approaching retirement age by learning ways to capture knowledge and share this information across teams Discuss how remote service software can encapsulate historical expertise on diagnosis and repair of problem Re-engineer and re-train your internal sales and service organizations for remote service capabilities of the future

2:00 Embedding Service In Products As A Core Competitive Differentiator

John W. DuBay
Business Development, Remote Services
ABB Automation

• Learn about service intelligence delivery through Web 2.0 technologies
• Achieve global scalability and quick end user adoption through a commonly accepted and easy to use environment
• Reduce total cost of ownership through optimized OEE
• Enhance your knowledge of equipment by plugging device connectivity into the knowledge management environment, enabling direct contribution by the equipment

3:30 Listening More Closely To The Voice Of The Customer (VOC) For Continuous Improvement Of Products And Services

Greg Dameron
Senior Director, Product Development
Ventana Medical Systems

• Understand the customer is always right; however, what they say they want and what the really want are not always the same
• Leverage remote services to gain insight into the untold truths about what customers really want
• Show how remote service data can drive strategic service offering roadmaps

4:15 Reducing Total Cost Of Ownership (TCO) With Your Service Strategy

Richard Springer
Jr., Vice President of Customer Support
Tomotherapy

• Gain an understanding of all the costs related to launching, deployment and maintenance of services
• Identify financial feasibility of each stage of RS deployment
• Listen to a unique concept of total cost of ownership and work through a cost/benefit analysis

5:00 Chairperson’s Closing Remarks And End Of Conference

[ Register Now] · [ Next: Pre-Conference Workshops: Monday, June 22, 2009 ]