Conference Day Two: Friday 16 October 2020

9:15 am - 9:30 am Conference Opens

9:30 am - 10:00 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

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 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

11:00 am - 11:30 am Screen Break

11:30 am - 12:00 pm Reserved for Solution Provider

12:00 pm - 12:30 pm Using Remote Guidance To Build A World-Class Helpdesk to Enable Better Interconnectivity

Christiane Joussement - Head of Customer Excellence, Fuji Xerox

Technologies such as AI, machine learning & predictive analytics are changing the landscape for field service workers. However, while they can identify underlying patterns in performance, these services are only most effective when all areas of the organisation come together to streamline the customer experience. 

By combining a deeper understanding of field service performance while working seamlessly with the contact centre, Fuji Xerox provides a clearer direction as to the correct course of action needed to maintain service excellence.

• Connecting the back and front office to ensure you’re able to streamline the end to end process for seamless customer delivery

• Profitability in After-Sales: Creating new strategies to help field technicians upsell for overall profitability and success 

• AI for automated service management: how do you utilise the right tools to get your field service on the right wave of automation?


Christiane Joussement

Head of Customer Excellence
Fuji Xerox

12:30 pm - 1:00 pm The Evolving Nature of Field Service: How at Nestle Health Science their Field Workers Support Sales Leaders

Jonathan Trodden - Head of Field Operations, Nestle Health Science

With their NPS scores in the high 70s, as a business Nestle Health Science are helping to shape the way their field workers interact with their B2B customers. Jonathan Trodden will deliver a presentation on the journey Nestle Health Science has been on to upskill their teams in the area of sales.

• Upskilling teams in service delivery and business expectations: finding the right balance between productivity and customer experience

• Having consistent and proactive communication through in-person and technology enablement

• Working with CX: Delving into the right data sets to understand what your customers really expect from you


Jonathan Trodden

Head of Field Operations
Nestle Health Science