Reimagining the Future of Service
August 26 - 28, 2024 | Royal Randwick Racecourse, Sydney
Main Conference Day One : Tuesday, 27 August 2024
9:00 am - 9:05 am
IQPC Welcome Address: Field Service Management 2024
Alexandra Craggs -
CX Portfolio Director - Field Service Management,
IQPC
9:05 am - 9:10 am
Chair’s Opening Remarks
9:10 am - 9:50 am
Panel Discussion | Power Digital Transformation and Innovation – Field Services, Customer Centricity, and the Next Decade
Robert Ward -
General Manager Solutions Innovation,
Chubb Fire & Security Australasia
Gresi Mucollari - Digital Product Owner, Sime Darby Industrial
Adrian Graham - Chief Executive Officer, WBP Group
Unleash the power of digital transformation and innovation in the field services sector, focusing on customer centricity and preparing for the next decade. Join thought leaders and industry pioneers as they explore strategies, technologies, and insights to propel your organization into a customer-centric future with an eye on the next decade's challenges and opportunities.
9:50 am - 10:20 am
Salesforce Case Study | Transform your Field Operations with Salesforce Field Service and AI
Sponsored by: Salesforce
10:20 am - 10:50 am
End User Case Study | Powering Transformation Across ANZ Operations
10:50 am - 11:20 am
Partner Case Study | ServiceNow
11:20 am - 11:50 am
Morning Networking Break
Connect and reconnect with the industry. Grab a coffee, explore the connections, and start conversations.
11:50 am - 1:20 pm
IDG 1: Power the Future of Field Service with Trusted AI & Data
Sponsored by: Salesforce
11:50 am - 1:20 pm
IDG 2: Safety Compliance Dilemmas: Tackling Field Service Challenges
11:50 am - 1:20 pm
IDG 3: Empowering Teams: Enhancing Workforce Training and Skill Development
11:50 am - 1:20 pm
IDG 4: Sustainable Strategies: Meeting Environmental Challenges in Field Service
11:50 am - 1:20 pm
IDG 5: Customer-Centric Approaches: Managing Expectations Effectively in Field Service
11:50 am - 1:20 pm
IDG 6: Growth Without Compromise: Scaling Field Service Operations with Precision
1:30 pm - 2:30 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!
Unlocking Technology
2:35 pm - 2:50 pm Case Study | Drones Rob Ibbs - Manager Process & Technology, Energy QueenslandDiscover the transformative power of drones in field service management, revolutionizing inspections, data collection, and efficiency.
Unlocking Technology
2:50 pm - 3:05 pm Parter Case Study | Artificial IntelligenceUnlock the potential of AI in field service management, as it enhances predictive maintenance, automates tasks, and delivers superior customer experiences.
Unlocking Technology
3:05 pm - 3:20 pm Case Study | IoTEmbark on a journey through the IoT landscape in field service management, where interconnected devices and data-driven insights drive operational excellence and customer satisfaction.
Unlocking Technology
3:20 pm - 3:35 pm Parter Case Study | Augmented RealityExperience the future of field service management through Augmented Reality (AR), as it empowers technicians with real-time information, remote assistance, and enhanced problem-solving capabilities.
Unlocking Technology
3:35 pm - 3:50 pm Speed Networking Refresh |Stretch your legs and meet other FSM leaders in the ANZ community to explore their greatest customer challenges and approaches to solving them!
Unlocking Technology
3:50 pm - 4:30 pm Panel Discussion | To Walk or Gallop Towards AI: Strategies to Unlock Technologies Nathan Kulinitsch - Country Manager - Australia and Singapore, Amazon FlexThis panel session will explore the decision-making process on the adoption of AI in field services. Discover actionable strategies and insights that will help you navigate the path to unlocking the full potential of AI technologies in your field service operations.
Customer Service
2:35 pm - 3:05 pm Case Study | Meeting Modern Customer ExpectationsUnderstand what the modern customer wants to ensure you can deliver the best experience for EVERY customer EVERY time.
Customer Service
3:05 pm - 3:35 pm Partner Case Study | CX and Privacy: Meeting Modern Security ChallengesData Security is paramount – especially for your customers. This session will examine approaches to ensuring your customers can trust their data is safe in your hands.
Customer Service
3:35 pm - 3:50 pm Speed Networking Refresh |Stretch your legs and meet other FSM leaders in the ANZ community to explore their greatest customer challenges and approaches to solving them!
Customer Service
3:50 pm - 4:30 pm Panel Discussion | Innovative Service Delivery Models: Beyond the Traditional Customer ExperienceThis panel session will explore alternative service delivery models including remote diagnostics, self-service and subscription-based services and examine their impact on customer experience.
4:30 pm - 5:10 pm
Afternoon Break & Solutions Drive |
Join us for afternoon networking break to connect with fellow attendees, exchange ideas, and build valuable relationships over refreshments.
5:10 pm - 5:50 pm
Panel Discussion | The Future of Field Service Management in ANZ
Alex Lassauniere -
Group Manager – IT Innovation and Architecture,
Coates
Matthew Robinson - Technical Program Coordinator, AGL
In this panel discussion, industry leaders will gather to envision the future of Field Service Management in the ANZ region. Gain valuable insights and strategies from experts as they discuss the evolving landscape and emerging trends shaping the future.
Matthew Robinson
Technical Program CoordinatorAGL
