UK based non-profit knowledge sharing group the Service Community which Field Service News is proud to partner with has recently announced one of the most diverse events they have organised in the last couple of years.
The next Service Community event will be hosted by the Cambridge Service Alliance at the Institute for Manufacturing (a division of the University of Cambridge’s Department of Engineering) on the 19th April 2018.
Being at one of the world’s leading service research organisations means that we hope to mix the very best in thought leadership, with practical hands-on experiences of transforming service businesses. Each discussion will be approximately 40 mins enabling you to discuss real issues with real people. We are also very lucky to have a The Digital Manufacturing Tour, where you will have a chance to hear about the research initiatives that the IfM are undertaking on digitalisation in manufacturing.
In addition to a speaker from the CSA, we have leaders from MARS, Oracle and Fujifilm joining us to discuss and share experiences on how they have tackled some of their key service business challenges. [hr]
How to register
You can reserve your place by sending an email to [email protected]. We will then contact you to confirm registration and will send out the joining instructions nearer to the event.
Please feel free to forward this information to colleagues who you think would be interested. We look forward to seeing you in April
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Agenda for the 19th April 2018
12.00 – 13.00: Meet at the Institute of Manufacturing at Cambridge University
13.00: Nick Frank: Welcome
The Impact of Big Data and Machine Learning technologies on developing Customer Experience in manufacturing companies Dr Mohamed Zaki: Deputy Director of the Cambridge Service Alliance will introduce the work the Cambridge Service Alliance does and share recent research he has undertaken into Customer Experience development
Leading Service to a Trusted Advisor Culture: Ashley Weller: UK Service Director at Mars drinks will share his own journey in driving sustainable cultural change
The Digital Manufacturing Tour
Coffee & Networking break
Real World Challenges of implementing Augmented Reality in Field Service Adil Kabel: Technical Support Manager, at Fuji Film responsible for EMEA 2nd line support for Wide Format Digital Printers will share his experiences of running two pilot projects in the Field Service organisation looking at ‘glasses’ and handheld augmented reality apps
Benefits and Challenges of Self Service models – Stephen Darkes Snr Process Analyst: Global Systems Remote Support at Oracle: Steve will give us some insights into the different Self-Service support models that Oracle have introduced to enhance customer satisfaction and make their business more cost-effective. He will cover a range of models, from the use of community forums for Diagnosis and Resolution to the development of Customer Replaceable Units for hardware. He will share his experiences of the range of benefits that self-service brings, as well as the challenges of implementation. Many businesses can make their customer support more effective through self-service business models.
17.00 Networking Drinks
Reserve your place by sending an email to [email protected]. We will then contact you to confirm registration and will send out the joining instructions nearer to the event.
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