01. City Meeting

The Age of the Service Economy: Is Your Service Organisation Prepared for the New Paradigm of Service Operations?

Join us for a half-day of discussion, education, and idea-sharing as we bring together an intimate group of service leaders in Birmingham, the industrial heartland of the UK, and ensure your company not only adapts to this new future of field service but flourishes within it.

Register

02. CONTENT

Multiple factors have been at play in driving us towards the inevitable era of the service economy.

From the industrial perspective, the movement towards servitization has been growing steadily over the last decade. From a societal viewpoint, the experiential economy has been nurtured and shaped by household brands like Amazon, Ube, and Apple, while simultaneously, the lines between business and consumer services are becoming increasingly blurred. Financially, as we continue to tentatively make our way out of an ongoing global downturn, service once again becomes the backbone of revenue and profitability, and as a golden age of technology begins to mature, we find ourselves able to embrace these shifts in a way we could never have thought possible even just a decade ago.

As with all change, opportunities, and threats are present in equal measure, and with the sheer volume of seismic shifts manufacturers and service providers in all industries are moving through at present, it will be those who are prepared for a new service economy-led paradigm that will thrive and flourish, while others inevitably will fall away.

It will be those who are prepared for a new service economy-led paradigm that will thrive and flourish.

03. Agenda

Registration and light lunch with Copperberg and ServiceMax.

The Age of the Service Economy: Is Your Service Organisation Prepared for the New Paradigm of Service Operations?

Kris Oldland, Editor-in-Chief of Field Service News, will begin the discussions with a presentation that outlines the current state of the field service sector, the external drivers that are moving us towards a service-centered economy and what this means for manufacturers and service providers in the near and long-term future.

Kris Oldland, Editor-in-Chief, Field Service News, Copperberg

Our second session of the day will explore the essential elements of the technology stack that are providing the tools and systems that can finally break down the silos that most organizations find within their operations, establishing closed feedback loops that drive efficiencies from the factory floor to the field and back.

Mark Wilding, VP Global Customer Transformation, ServiceMax, a PTC Technology

In our third session, we will look at some real-world examples of leading-edge companies that have taken the concepts we have discussed in the opening sessions and explore their journey to date – including the pain points they felt and the pitfalls to avoid, as well as the benefits they have seen to date, and their next steps for the future.

Having explored the external drivers shifting our sector and the technology that allows us to adapt to these changing demands, we now look at another important part of the equation: the people and processes that can prevent us from effectively adapting to service-led economies. This session will be an open discussion across the group as we seek to understand the critical hurdles we need to overcome.

Building from the previous session, in our final session of the day, we will bring together a panel of senior industry leaders who all have played an active role in implementing the types of forward-looking strategies we have discussed. We will work through the key hurdles we discussed together as a group and explore the essential next steps those in the room should consider upon their return to the office to ensure their organisation is ready to meet the challenges ahead.

Kris Oldland, Editor-in-Chief, Field Service News, Copperberg

Mark Wilding, VP Global Customer Transformation, ServiceMax, a PTC Technology

Wendy Tai, Director Product Marketing, ServiceMax, a PTC Technology

04. Register