Field Service Management Summit - Day 2 Program (Thursday, 27 August)

In this opening address, the chair sets the context for the conversations ahead, highlighting where organisations are struggling most, where momentum is building and what it will take to achieve meaningful progress over the next twelve months.  In this opening address, the chair sets the context for the conversations ahead, highlighting where organisations are struggling most, where momentum is building and what it will take to achieve meaningful progress over the next twelve months.  

Transforming a support centre into a true CX centre does more than improve customer interactions. It equips field teams with clearer context, better information and real time visibility of customer needs. This session explores how organisations are redesigning support functions to feed stronger insights into scheduling, technician preparation and onsite decision making. The result is faster resolution, fewer repeat visits and a more connected experience for customers and frontline teams alike.  Transforming a support centre into a true CX centre does more than improve customer interactions. It equips field teams with clearer context, better information and real time visibility of customer needs. This session explores how organisations are redesigning support functions to feed stronger insights into scheduling, technician preparation and onsite decision making. The result is faster resolution, fewer repeat visits and a more connected experience for customers and frontline teams alike.  

Field service has shifted from an operational necessity to a primary driver of brand value, customer trust and competitive advantage. As expectations rise and service becomes more visible, frontline execution is now directly connected to commercial performance. This keynote explores how leading organisations are elevating service to a strategic business function and achieving measurable improvements in loyalty, retention and market position.  Field service has shifted from an operational necessity to a primary driver of brand value, customer trust and competitive advantage. As expectations rise and service becomes more visible, frontline execution is now directly connected to commercial performance. This keynote explores how leading organisations are elevating service to a strategic business function and achieving measurable improvements in loyalty, retention and market position.  

Kylie Lanham

Head of Growth & Field Services
Telstra

See Bio

Designed to spark quick, meaningful introductions, this speed networking session gives delegates the chance to meet a wide range of peers in a short time. Through rapid fire conversations, you will exchange insights, expand your professional network and uncover new ideas from across the field service and asset management communities. It is a focused, energising way to build relationships before the sessions ahead.  Designed to spark quick, meaningful introductions, this speed networking session gives delegates the chance to meet a wide range of peers in a short time. Through rapid fire conversations, you will exchange insights, expand your professional network and uncover new ideas from across the field service and asset management communities. It is a focused, energising way to build relationships before the sessions ahead.  

Field service teams are being asked to move faster, deliver more and manage rising complexity, yet many still rely on outdated or disconnected technology. This panel looks at how leaders are modernising their tech stacks to support mobile workflows, real time visibility and consistent customer experience. Speakers will explore system consolidation, integration challenges and the practical steps that help field organisations choose tools that grow with operational needs.  Panel Discussion | Modernising the Tech Stack: Choosing Tools That Scale and Integrate  

Philip Parbury

Director of Operations,
Tomra

See Bio

Unplanned outages, severe weather, customer impacts and supply delays can disrupt even the best planned schedules, particularly across regional and remote parts of Australia. This keynote explores how field organisations are building disruption ready teams equipped to adapt quickly, maintain safe operations and communicate effectively under pressure. Delegates will gain practical insights into scenario planning, flexible resourcing, rapid mobilisation and the real time visibility needed to minimise downtime and community impact when conditions shift.  

Keynote | Preparing for the Unexpected: Building Disruption Ready Field Teams  

Unplanned outages, severe weather, customer impacts and supply delays can disrupt even the best planned schedules, particularly across regional and remote parts of Australia. This keynote explores how field organisations are building disruption ready teams equipped to adapt quickly, maintain safe operations and communicate effectively under pressure. Delegates will gain practical insights into scenario planning, flexible resourcing, rapid mobilisation and the real time visibility needed to minimise downtime and community impact when conditions shift.  

Attracting and retaining skilled field workers is one of the biggest challenges facing service organisations. This panel examines what motivates the next generation of field technicians, how roles are evolving in a more digital environment and what development pathways keep people engaged.  Attracting and retaining skilled field workers is one of the biggest challenges facing service organisations. This panel examines what motivates the next generation of field technicians, how roles are evolving in a more digital environment and what development pathways keep people engaged.  

Catherine Macdonald

Field Experience Product Lead
Telstra.

See Bio

Join us in the expo hall for a relaxed networking lunch with the full Field Services & Asset Management community - connect with peers, explore the exhibition, and recharge for the afternoon ahead.   

Frontline and asset teams are increasingly required to respond to unpredictable conditions, from extreme weather to sudden system failures. This keynote examines how organisations are building flexibility, strengthening communication and supporting workers to make confident decisions under pressure.  Quickfire | Future Ready Teams: Building Confidence and Resilience Under Operational Pressure  

Samuel Pickering

General Manager Operations and Maintenance | Delivery
TransGrid

See Bio

This session explores why transformation efforts often falter not because of technology, but because organisations underestimate the cultural and human shifts required to make change stick. The session will look at how to balance technical innovation with genuine engagement, how to prepare teams for disruption, and how to support hundreds of workers who feel the impact long before the benefits are realised.   

Quickfire | Beyond the Tech: Leading People Centred Change   

Panel Discussion | Wellbeing, Safety and the Modern Workforce: What It Takes to Create a Supportive Operational Culture  

Catherine Macdonald

Field Experience Product Lead
Telstra.

See Bio

A practical, scenario-based workshop where participants identify gaps in their current response capabilities and explore approaches to improve readiness, communication and coordination during unplanned events.