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
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?
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 - 10:20 am
Partner Address | Discover Agent-First Field Service with Salesforce
Sponsored by: Salesforce
10:20 am - 11:00 am
Panel Discussion | Process Re-Engineering in a World of AI & Automation
Gary Dodd -
Manager Workforce Optimisation and Performance Networks Operations,
APA Group
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.
11:00 am - 11:30 am
Service Max Partner Address |
Sponsored by: ServiceMax PTC
11:30 am - 12:00 pm
Morning Networking Break
Connect and reconnect with the industry. Grab a coffee, explore the connections, and start conversations.
12:00 pm - 1:30 pm
IDG A | Mastering FSM Metrics: What to Track and How to Act?
12:00 pm - 1:30 pm
IDG B | Optimising Workforce Scheduling for More Efficient Teams
12:00 pm - 1:30 pm
IDG C | Upskilling Workforces for the Future of FSM
12:00 pm - 1:30 pm
IDG D | Evolving Expectations: What the Modern Customer Wants
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!
2:30 pm - 3:00 pm
Sydney Water Case Study | Digital Transformation Success: From Legacy Systems to Innovation
Darren Cash -
Head of Customer Hub,
Sydney Water
3:00 pm - 3:30 pm
Telstra Case Study |
Daniel Gray-Hobbs -
Field Systems and Data Principal,
Telstra
3:30 pm - 4:00 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.
4:00 pm - 4:30 pm
Weir Minerals Case Study |
Karun Naidoo -
Service Global Process Owner,
Weir Minerals
4:30 pm - 5:00 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
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.
