Conference Day Two: Friday 16 October 2020

8:45 am - 9:00 am Conference Opens

9:00 am - 9:30 am How our Customers Became Our Partners During COVID: Focusing on the Customer and Employee Experience in the Wake of Disruption

Wendy McLaren - National Field Operations Manager, Lindt & Sprungli

Learn from Wendy McLaren, Head of Field Operations, as she discusses how her team have been focusing on improving both the customer and employee experience during COVID-19. With an increase in customer lineups and panicked demands on their field teams, learn the importance of customer service on the field – and how in turn we can deliver unique customer experience, even in times of mass disruption.

• Being available for customers at all times by supporting them and improving levels of service

• Keeping your field workers safe and supporting during times of disruption

• Determining the key ways to improve employee experience for better on-site performance


Wendy McLaren

National Field Operations Manager
Lindt & Sprungli

9:30 am - 10:00 am Advancing Service Together: Orchestrating Customers, Data and Workforce for Success

Joe Kenny - Vice President, Global Customer Transformation & Customer Success, Service Max

Now more than ever, the series models of tomorrow will vary from yesterday. How does this impact the way we interact with products, customers and employees. In this session ServiceMax will look at the people element across three core branches of the service delivery chain:

• Asset Data – Could equipment become the transformation consultant of the future?

• Workforce – What does a happy but versatile, “future proofed” workforce look like?

• Customers – Do we understand the expectations of our customers by persona? How will they see their role in remote fix? How will they see value in new service offerings & how can we “future-proof”’ the supply of the same?


Joe Kenny

Vice President, Global Customer Transformation & Customer Success
Service Max

10:00 am - 10:30 am Workflow optimization: Enabling intelligent and Dynamic Allocation of Staff Through Real Time Analytics

Simon Johnson - Area Manager of Service Operations, Queensland Urban Utilities

Simon Johnson, Area Manager of Service Operations at Queensland Urban Utilities will deliver a presentation on the work his team have been doing over the past 6 months to improve their workflow and operating strategy. 

• Determining where to position your current workforce, ensuring schedules and customer enquiries are met 

• Scheduling and absenteeism: how do we utilise the right optimisation strategies to this?

• Utilising call routing technologies to fast track customer interactions within both call centres and with on-site technicians 


Simon Johnson

Area Manager of Service Operations
Queensland Urban Utilities

10:30 am - 11:00 am Driving Digital Adoption and Mobility in the Field

Michael Dyson - Vice President of Sales, SOTI

Digital adoption and mobility is today more critical than ever for field service organisations. Technology selection must not only be based on durability and functionality but on whether it can be remotely deployed, secured, updated, managed and supported. During this presentation, you will hear how an integrated mobility strategy is critical to help business adapt to the challenges of the ‘new normal’. Working on any device, in any location, at any time, over any network is no longer “nice to have”, it is a necessity.


Michael Dyson

Vice President of Sales

11:00 am - 11:30 am Screen Break

11:30 am - 12:00 pm The 3 Key Components for a Successful Field Service Workforce

Rob Mannion - Manager Digital Experience, Sydney Water
Peter Mazis - Business Development Manager NSW/ACT, Panasonic

Join us in conversation with Sydney Water to hear about the common challenges and pitfalls with integrating tech into mobile field service teams. Learn how reliable hardware coupled with secure connectivity can be backed by services and support to provide a truly seamless experience


Rob Mannion

Manager Digital Experience
Sydney Water


Peter Mazis

Business Development Manager NSW/ACT

12:00 pm - 12:30 pm How to create technician and customer experiences that improve efficiency and win business

Juan Martin - Director and Co-founder, Phoenix Services

The future is here, but it's not evenly distributed... Customers are demanding real-time and personalised services, creating opportunities for self-service and new digital customer experiences. Service delivery is becoming a crucial part of the customer experience and technology strategies may determine winners and losers in the market. Does your company know how to respond?

Juan Martin, Director and Co-founder at PhoenixDX, will talk about the typical challenges in FSM: the "dream" vs the "reality". Juan will share how organisations like yours are creating unified digital experiences for customers and employees that increase operational efficiency and competitive advantage to win new business


Juan Martin

Director and Co-founder
Phoenix Services

12:30 pm - 1:00 pm Augment your Support Systems and Applications with Integrated AR Remote Visual Support to Eliminate Silos

Alex Leroux-McCarroll - Regional Director, APAC, SightCall

Automate admin tasks, and share analytics with your BI systems.


Alex Leroux-McCarroll

Regional Director, APAC