01 - 03 April, 2020 | Sydney
Regan Ireland, General Manager, Field Digitisation and Growth at Telstra

Regan Ireland

General Manager, Field Digitisation and Growth

Check out the incredible speaker line-up to see who will be joining Regan.

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Conference Day Two: Wednesday, 17 April 2019

Wednesday, April 17th, 2019

9:30 AM Exploring the Technology, Skills and Change Management Strategies Required to Meet the Increasing Complexity of the Field Service Touch Point

Regan is in charge of driving change (productivity, automation, accountability) in the field with his remit impacting 3,500 technicians. He has been working with autonomous vehicles, chat bots, machine learning and increased digtisation to drive up customer service whilst keeping costs down. The transformation has been driven by the increasing complexity of the role of technicians In this session, Regan will highlight:

  • The evolution of the role of a technician from break-fix to a value adding, customer facing representative
  • Embedding machine learning, chat bots and digitisation to empower your technicians to address the growing complexity of their roles
  • Leading change and upskilling your field technicians with a focus on customer service, sales and consultation