Revolutionising the Future of Service: Customer, Technology, Data, Workforce
August 26 - 27, 2025 | Royal Randwick Racecourse, Sydney
Main Conference Day Two : Wednesday, 28 August 2024
9:00 am - 9:05 am
Chair's Opening Remarks
9:05 am - 9:45 am
Panel Discussion | Recession-Proofing Field Services: What will the Future Hold?
Alex Lassauniere -
Group Manager – IT Innovation and Architecture,
Coates
Nicole Ervin - Salesforce Service Cloud Product Owner, EnerSys
Alexandra Craggs - CX Portfolio Director - Field Service Management, IQPC
Explore the future landscape of recession-proofing field services in this thought-provoking session, where we'll delve into strategies that safeguard field teams, empower employees, and maintain customer satisfaction while optimizing spend reduction. Discover how innovative approaches are shaping the future of field service operations, ensuring resilience and efficiency even in uncertain economic times.
9:45 am - 10:15 am
Partner Case Study | Is Mobile-First the Future? Unveiling Strategies for Digital Transformation in Field Service
Jakub Bajla -
Sales Manager,
Resco
Rick Vosila - Chief Commercial Officer, Sognos Solutions
Join us for a transformative session about advanced mobility solutions for field service companies, where Jakub from Resco and Rick from Sognos Solutions will explain how technology can help streamline your operations, enhance productivity, and elevate customer satisfaction.
We'll explore:
· Operational challenges and motivations: Gain insights into the specific challenges that have driven hundreds of companies to enhance their digital transformation efforts in field-based work.
· Success strategies and practical applications: Jakub Bajla from Resco will talk about companies that have achieved significant gains in efficiency, reduced service call times, and enhanced customer satisfaction by choosing advanced mobility technology for their field workers.
· Case study of Sandvik Rock Processing: See how Sognos Solutions designed a business application for Sandvik Rock Processing utilizing Resco technology to standardize and automate critical field processes, enabling them to deliver high-quality customer service. Rick Vosila from Sognos Solutions will show you how they automated process engineering templates, improved inspection management, and enhanced reporting capabilities using Resco.
Whether aiming to improve first-time fix rates, maximize technician productivity, manage field knowledge, or standardize processes for efficiency, field service companies have found their answer in Resco's 100% available technology.
Learn firsthand how AI-driven equipment recognition, route optimization, and real-time documentation can lead to significant time savings and improved data accuracy.
Don't miss this opportunity to learn how you can unlock the full potential of your field service operations and achieve operational excellence.
Sponsored by: Resco
10:15 am - 10:45 am
End User Case Study | Engagement and Coaching Strategies in Field Service
10:45 am - 11:15 am
Morning Break
Grab a coffee, have conversations, and start making the connections that are valuable to you.
11:15 am - 11:45 am
Case Study | Unlocking Efficiencies Across Field Services Teams
Aidan Walsh -
Principal - Field onboard, Transform, Execute & Improve,
Telstra
11:45 am - 12:25 pm
Panel Discussion | Increasing Outputs Without Increasing Costs
Robert Ward -
General Manager Solutions Innovation,
Chubb Fire & Security Australasia
Ben Clark - Director Works & Engineering Services, The Barossa Council
Jeremy Fewtrell - Commissioner, Fire & Rescue NSW
Alexandra Craggs - CX Portfolio Director - Field Service Management, IQPC
Our expert panel will share insights and best practices on increasing outputs and productivity within field services operations without the need for significant cost escalations, providing valuable strategies for achieving efficiency and profitability. Gain practical advice and real-world examples from industry leaders who have successfully optimized their field service teams to deliver more while keeping costs in check.
12:25 pm - 1:30 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!
1:30 pm - 2:30 pm
Workshop 1 | Mapping the Journey – Breaking Down the Work Order Lifecycle Management
Anthony Cook -
Asset Management Strategist,
Enerven
In this interactive workshop, join a mystery service delivery business where you have a clean slate to map out the work order lifecycle and examine different functions, their service delivery and action points for the future!
2:30 pm - 3:35 pm
Workshop 2 | Boosting Technician Engagement
Franziska Geyer -
Service Operations Director Oceania,
Karcher
3:45 pm - 3:50 pm
Chair’s Closing Remarks & Prize Giveaway |
Alexandra Craggs -
CX Portfolio Director - Field Service Management,
IQPC
3:50 pm - 4:00 pm
Afternoon Break & Close of Conference
