Field Service FSM 2023: It's a Wrap!

By: Alexandra Craggs
03/28/2024

I have had so much fun the last two days chairing and moderating sessions with our #FSM experts and want to share my huge thanks to everyone who joined us at the show! Over the past two days 150+ senior field service leaders from across #Australia joined the FSM Summit to explore all things field service.

With #usecases, #paneldiscussions, #roundtables, #networking sessions and more – the event had something for everyone. Welcoming an audience who, in their own words, “manage field service teams”, “maintain critical infrastructure”, “enhance customer experience”, “improve business efficiency”, “innovate” and more, the Field Service Management Summit was the place to be to meet with peers and explore solutions to some of the biggest challenges in the field.

Day One Highlights

Day one kicked off with a bang, exploring key themes including #productivity, uniting #customer and #field teams, devices in the field, customer #personalisation, #digital #transformation, #proactive and #predictive service, #assetmanagement and more.

Deep in discussion in the IDG's

Interactive presentations and panel discussions were not enough for us at FSM, and this year we also hosted six interactive discussion groups. Hosted by Joyous, Emvisage, Adobe and Salesforce, discussion topics ranged from “Delivering a Modern, Digitsed Experience” to “Automating Complexity” and from “Co-Designing Transformation” to “Scaling Proof of Concepts” meaning there was something for everyone. Audiences were able to join 3 of the 6 sessions and enjoyed close-knit discussion on the challenges and opportunities facing their business.

For the first time, the Field Service Management Summit featured our #WomeninFSM stage. Speakers and attendees alike explored what can be done to get more women engaging in field roles – sharing insights and asking questions. This is the first of many sessions focused on our Women in FSM community and I am excited to see how it grows and how we can continue to connect leaders and future leaders alike!

Bonita Carroll, Abby Kempe, Lisa McKiernan and Amanda Nuttall on the Women in FSM stage

FSM attendees were also treated to a surprise in the afternoon, thanks to Fire and Rescue NSW. Following on from Jeremy’s session on the Connected Firefighter, attendees were invited to head downstairs and take a look at not one, but two fire vehicles – the MCC and COW. The Mobile Command Centre and Cell on Wheels as they are otherwise known were opened up for guests to see the vehicles off the PPT screen and chat to the Fire & Rescue team about how they are transforming operations.

Audiences also had the opportunity to explore our expo – feature content stages and solution providers. With one of our main focuses being helping people make connections – we dedicated time for attendees to explore new technologies and solutions in the expo space to find their next partner and return to office with real solutions and actionable insights.

Snapshot of the FSM Demonstration Drive

No FSM day would be complete without our Networking Party – and this year we were treated to two hours of networking, drinks, canapes and whiskey tasting thanks to our partner Skedulo. This relaxed evening gave everyone a chance to connect with peers old and new getting to know each other!

Collage of photos from out FSM Networking Party

Day Two Highlights

Day 2 kicked off with only a few headaches from our networking party! Topics of the day included driving #efficiencies, gathering #data in the field, competitive advantage, #AI, #transparency, customer needs and expectations, #commercialised #customerservice, #skillsshortages and more.

Questions rolled in non-stop throughout, with audience favourites including:

Alexandra Craggs moderating a panel discussion with Ben Clark, Alex Lassauniere and Nathan Kulinitsch

Do we use the term AI to generically? Should we instead differentiate machine learning, predictive analytics, automation, and AI separately?
How do you plan to address the potential shortfall in skilled workforce, i.e electrical trades, are you running apprentices internally?
How long did this transformation take?
Are you facing any challenges with sales and service collaboration? How do you align them to act and feel as one team?

Day two also featured our SME stage in the expo hall, where we had a series of on-stage experiences exploring scaling business, staff engagement, business culture and embedding customer centricity at the heart of operations.

Our final session of the day welcomed the FSM Advisory Board back to the stage to share final thoughts and explore the questions keeping attendees up at night. Key challenges that emerged including closing the technology ‘leap’ through up-skilling employees, improving feedback from distributed workforce's, engaging a geographically dispersed field team and the speed at which you go towards AI – all of which were deftly answered by our experts.

Advisory Board speakers Nathan Kulinitsch, Alex Lassauniere and Leanne Haas

The FSM conference ended with our prize draw – with 4 giveaways courtesy of the FSM team and our partners Service Now, Skedulo and Klugo. All our lucky winners were in the audience to collect their prize – which included a $1000 flight centre voucher, $500 David Jones voucher, coffee machine and conference artwork – drawn on-site and featuring attendees and sponsors alike.

Winner of the Service Now prize draw with a Service Now representative and the prize - a hand drawn picture of the FSM event!

Special thanks go to all our FSM 2023 speakers:

And sponsors

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Revolutionising the Future of Service: Customer, Technology, Data, Workforce

Field Service FSM 2023: It's a Wrap!

Day One Highlights

Day Two Highlights

And sponsors

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