Revolutionising the Future of Service: Customer, Technology, Data, Workforce
August 26 - 27, 2025 | 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
Alexandra Craggs -
CX Portfolio Director - Field Service Management,
IQPC
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
Adrian Graham - Chief Executive Officer, WBP Group
Justin Morgan - Executive Manager, Digital Strategy & Innovation, Field Services, NBN
Alexandra Craggs - CX Portfolio Director - Field Service Management, IQPC
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 | Steps to Field Service Success in the Age of Data & AI
Shahar Banay -
Distinguished Solution Engineer,
Salesforce
Ron Shpilman - Principal Solution Engineer, Salesforce
Gary Dodd - Manager Workforce Optimisation and Performance - Networks Operations, APA Group
Lisa Steyn - Lead Specialist Solution Engineer, Salesforce
The promise of advanced technology supercharging your field service operations is compelling, but the path to achieve it is daunting to most. Where do you begin, especially when it comes to data and AI? Join us in a no-frills, real-life discussion with leading Australian energy infrastructure business APA Group, on how to enhance customer satisfaction, shift to proactive service, improve resource scheduling, and boost mobile worker productivity.
Sponsored by: Salesforce
10:20 am - 10:50 am
End User Case Study | A World First: Digital Twins for Optimisation and resiliency
Anthony Price -
National Operations Manager - Network Integrity & Facilities Management,
Ventia
Ventia has built a digital twin of a Telecommunications electrical power and battery system supporting critical infrastructure. The twin emulates 30,000 DC power systems which underpin the resiliency of telecommunications services Australia wide. In what we believe is a world’s-first technology, users enter a dollar figure in $M and the digital twin will optimise the expenditure based on asset resiliency across asset groups looking at resiliency at a Network level rather than at the asset level. The twin looks to optimise capital expenditure and Network resilience.
Anthony Price
National Operations Manager - Network Integrity & Facilities ManagementVentia
10:50 am - 11:20 am
Partner Case Study | Rethinking the Next Generation of Field Service with AI Innovation
Bulent Cinarkaya -
GM, Field Service Management,
ServiceNow
Manolo Yanes - Senior Advisory Solution Consultant, Field Service Management, ServiceNow
Harnessing the power of artificial intelligence (AI) is a necessity for businesses striving to stay ahead. Join ServiceNow for an enlightening session where we will discuss the transformative potential of AI and how the innovations reshape the way service teams interact with customers and empower our service teams, driving unparalleled levels of efficiency and satisfaction. Through real-world examples and practical insights, learn how to integrate AI seamlessly into your customer and field service operations, unlocking the full potential to streamline processes, automate tasks, and deliver exceptional service experiences.
From intelligent virtual agents revolutionising onsite technician support to predictive analytics optimising resource allocation, explore the myriad of ways AI is helping organisations connect front, middle and back-office experiences. Don't miss this opportunity to empower service teams, supercharge operational efficiency, and hear from experts on how to build sustainable success in the AI-powered era. Join us as we explore how to put AI to work for your customers and unleash the full potential with ServiceNow.
Sponsored by: 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: Customer-Centric Approaches: Managing Expectations Effectively in Field Service
Shahar Banay -
Distinguished Solution Engineer,
Salesforce
11:50 am - 1:20 pm
IDG 2: How Automation & AI can Empower Your Field Team
Ivan Soltic -
Solutions Director,
Skie
11:50 am - 1:20 pm
IDG 3: Maximising Your First Time Fix Rates
Mitch Woellner -
General Manager of Growth and Consulting,
Droppoint
11:50 am - 1:20 pm
IDG 4: Power Up Your Field Force: Strategies for Peak Productivity
Bhaskar Pilla -
Chief Product Officer,
Saartha
Are you ready to transform your field operations? Join us for an exclusive session, "Power Up Your Field Force: Strategies for Peak Productivity," where we delve into the critical challenges and innovative solutions in field service management. Learn how to effectively reduce round trips and maximize first-time success with actionable insights and proven strategies. This session is designed for forward-thinking leaders eager to understand the obstacles hindering productivity and discover practical approaches to overcome them. Don't miss this opportunity to gain a competitive edge and lead your organization to new heights of efficiency and excellence. Sign up now and be part of the future of field service innovation!
Sponsored by: Saartha
1:20 pm - 2:20 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!
2:20 pm - 2:50 pm
An Interview | Making it Look Easy: Transforming Internal Operations for Smooth Customer Experience
Robert Ward -
General Manager Solutions Innovation,
Chubb Fire & Security Australasia
Alexandra Craggs - CX Portfolio Director - Field Service Management, IQPC
2:50 pm - 3:05 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!
3:05 pm - 3:45 pm
Panel Discussion | Innovative Service Delivery Models: Beyond the Traditional Customer Experience
Aidan Walsh -
Principal - Field onboard, Transform, Execute & Improve,
Telstra
Nicole Ervin - Salesforce Service Cloud Product Owner, EnerSys
Alexandra Craggs - CX Portfolio Director - Field Service Management, IQPC
This panel session will explore alternative service delivery models including remote diagnostics, self-service and subscription-based services and examine their impact on customer experience.
3:45 pm - 4:15 pm
Afternoon Break & Solutions Drive |
Join us for afternoon networking break to connect with fellow attendees, exchange ideas, and build valuable relationships over refreshments.
4:15 pm - 4:45 pm
An Interview | The Future of Field Service Management in ANZ
Alex Lassauniere -
Group Manager – IT Innovation and Architecture,
Coates
Alexandra Craggs - CX Portfolio Director - Field Service Management, IQPC
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.
