Unlocking the Power of Technology & People to Deliver Streamlined, Efficient, Field & Customer Services
August 26 - 27, 2025 | Royal Randwick Racecourse, Sydney
Main Conference Day One : Tuesday, 26 August 2025
9:00 am - 9:05 am
IQPC Welcome Address: Field Service Management 2025
Alexandra Craggs -
CX Portfolio Director,
IQPC Australia
9:05 am - 9:10 am
Chair’s Opening Remarks
9:10 am - 9:50 am
Panel Discussion | FSM 2030: How Will Emerging Technologies Reshape the Industry?
Belinda Grealy -
Executive General Manager and Telco Fixed Networks,
Ventia
Justin Morgan - Executive Manager, Digital Strategy & Innovation, Field Services, NBN
Simone Doolan - Industry Director, IFS Australia
As the field service industry evolves, emerging technologies like AI, IoT, and AR are set to redefine how organisations operate and deliver value. This panel will explore the transformative impact of these innovations, offering insights into their potential to enhance efficiency, customer satisfaction, and future-proof field service operations.
9:50 am - 10:30 am
Salesforce Address | Agent-First Field Service: Your Workforce Multiplier
The people you send on site are mission-critical. See how AI agents for mobile workers and the teams that support them will augment these highly skilled groups and create transformative efficiencies. Plus hear from a panel of industry leaders on how they are approaching data and AI to drive excellence in their organisations.
Sponsored by: Salesforce
10:30 am - 11:10 am
Panel Discussion | Process Re-Engineering in a World of AI & Automation
Gary Dodd -
Manager Workforce Optimisation and Performance Networks Operations,
APA Group
Alex Lassauniere - Enterprise Architect, CEA
Robert Ward - General Manager, Solutions Innovation, Chubb
In an era dominated by AI and automation, re-engineering processes is no longer optional—it’s essential for staying competitive. This panel will delve into how organisations can optimise workflows, eliminate inefficiencies, and seamlessly integrate advanced technologies to drive innovation and operational excellence.
11:10 am - 11:40 am
Service Max Partner Address |
Justin Morgan -
Executive Manager, Digital Strategy & Innovation, Field Services,
NBN
Sponsored by: ServiceMax PTC
11:40 am - 12:10 pm
Morning Networking Break
Connect and reconnect with the industry. Grab a coffee, explore the connections, and start conversations.
12:10 pm - 1:40 pm
IDG A | Field Service + AI: What’s Working, What’s Hype, What’s Next?
David Horvath -
Director Business Application,
Velrada
12:10 pm - 1:40 pm
IDG B | The Knowledge Shift - Retaining Intelligence as Your Workforce Evolves
12:10 pm - 1:40 pm
IDG C | Optimising Fleet Utilisation: Ensuring the Right People are in the Right Place
12:10 pm - 1:40 pm
IDG D | Evolving Expectations: Meeting Customer Needs
12:10 pm - 1:40 pm
IDG E | Talent & Skills: Workforces for the Future of FSM
Bonita Carroll -
Consultant,
Bonita Carroll Consulting
12:10 pm - 1:40 pm
IDG F | Designing Adaptive Asset Management: Aligning Strategy, Structure and Processes for Evolving Demands
Anthony Cook -
Asset Management Strategist,
Enerven
1:40 pm - 2:40 pm
Lunch Break
Step away from the stage, grab a bite to eat and take some time to chat with new connections and explore the expo!
2:40 pm - 3:10 pm
Telstra Case Study |
Daniel Gray-Hobbs -
Field Systems and Data Principal,
Telstra
3:10 pm - 3:40 pm
Speed Networking
3:40 pm - 4:10 pm
AGL Case Study | Digital Transformation Roadblocks: Lessons from the Trenches
Alex Ielo -
Product Owner of Field Platforms,
AGL
This session will highlight key lessons learned from overcoming digital transformation roadblocks, sharing insights on navigating challenges and ensuring successful adoption of technology to drive business growth and innovation.
4:10 pm - 4:30 pm
Demonstration Drive |
4:30 pm - 4:50 pm
Afternoon Break |
Join us for afternoon networking break to connect with fellow attendees, exchange ideas, and build valuable relationships over refreshments.
4:50 pm - 5:30 pm
Panel Discussion | Driving ROI: Balancing Technology Investments with Operational Excellence
Vanessa Thompson -
General Manager of Field Services,
Queensland Urban Utilities
Joeanne Fox - Group Strategy Manager: Northeast Engineering & BCH, Northeast Auto Group
Rob Buckley - Solutions Architect, Coates Hire
Sunny Bhasin - General Manager - Assets, Queensland Rail
Investing in technology is crucial, but maximising its return requires a strategic balance with operational efficiency. This panel will examine how organisations can align technology investments with business goals, optimise processes, and measure success to achieve sustainable growth and profitability.
