CSO Summit

We are inviting executive members of the field service community to the CSO (Chief Service Officers) Executive Summits in Boston.

ServiceMax from GE Digital is hosting its fourth annual CSO Summit where like-minded, executive leaders gather to discuss best practices, business strategies, and issues their service organizations are facing.

This year's forums will focus on how service leaders can meet the high demand of digitizing their organizations and the big questions that come with IoT, big data and achieving outcomes based service. Additionally, ServiceMax customers and industry analysts will facilitate discussions about how the adoption of new technology and service development has transformed service organizations into competitive differentiators.

This is an invitation-only summit and seating is limited. Please contact us if you are interested in attending.

CSO Summit Boston
May 21, 2018
Marriott Long Wharf
Summit: 1:30pm – 5:30pm
Boston Evening Experience: 6:30pm – 10:00pm
Register Here

Speakers:

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Scott Berg
CEO
ServiceMax from GE Digital

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Patrice Eberline
Vice President of Global Customer Transformation
ServiceMax from GE Digital

Agenda

1:30PM - 2:00PM	Welcome and Introductions Scott Berg, CEO, and Patrice Eberline, VP Global Customer Transformation
2:00PM - 2:50PM	Setting the Stage for Disruption Joe Barkai, Strategist, Keynote Speaker and Author: The Outcome Economy and the Internet of Things \| Chairman, SAE Connected Car Field service organizations have always been on the cutting edge of new technologies, such as diagnostic expert systems and voice-controlled interactive tech manuals. But many of these bold initiatives have disappointed, as is evident by the continued struggle to curb high service costs, excessive warranty expenses, and dissatisfied customers. Will new technologies deliver on the promise, or will history repeat itself: organizations and individuals are unable (and sometimes unwilling) to adopt promising technologies and incorporate them efficiently into existing business culture and workflow? Focusing on the complexity of implementing field-service automation technology in service organizations, Joe will discuss the need for a revised thinking about field service knowledge processes, the role of emerging technologies, and how to leverage them to optimize service operations.
2:50PM - 3:15PM	Break
3:15PM - 4:05PM	Stepping up to Outcomes Based Service John Carroll, CEO, The Service Council In past months, the move toward “outcome based service” has garnered a lot of interest and attention from researchers, bloggers, and service leaders. As pressure to move increases, the inevitable questions are being asked by service leaders yet to take on the challenge: • Why move towards outcome-based service? • What do I need to have in place before considering this type of change in business strategy? • Where do I start and how do I proceed? • What are some best practices around moving towards outcomes?
4:05PM - 5:15PM	Customer Presentation: Preparing for the ‘New Normal’: Scaling Service Organizations in the Face of Rapid Change Stephen McPhee, Head of Americas - Lab Water, MilliporeSigma Alexandra Phillips, Senior Director of IT, Manufacturing and Supply Effectiveness, PerkinElmer The possibilities promised in taking full advantage of the new digital service environment are virtually limitless. Artificial intelligence, the Industrial Internet of Things, and machine communication are expected to reshape the way we view service and business as a whole well through 2025. In this ‘new normal’ speed of change and technological advancement, service leaders are faced with numerous challenges, but preparing and scaling their field teams for growth and success can be key among them. Join in on the discussion as a panel of contemporary service leaders talk about strategies used to effectively scale service organizations in order to prepare for this future.
5:15PM - 5:30PM	All Other Business and Closing Remarks
6:30PM -	CSO Summit Dinner at The State Room