Digitalisation has the right tools for Field Service Directors and Leaders to manage their mobile workforce, be able to schedule visits and monitor equipment conditions remotely and provide expert knowledge to the field using virtual and augmented devices.
In the 2020 edition, Field Service Summit returned with an even more engaging value proposition: ‘’Taking a step towards Smart Field Service’’.

At the turn of the decade we seek to discuss three main topics:

  • Upgrading Processes: Having discussed the digital tools and technologies, it’s time to consider the strategy and process changes needed to fully utilise these advancements.
  • Smart Workforce: The integration of IoT devices, RPAs and robots in Field Service will require continuous training, integration and coordination amongst the decision makers and the workforce.What do you do to manage your customers increasing expectations with cross-industry comparison?
  • Change Management: All the technology implementations and movement towards smart Field Service requires change management at the core of the organization driven by the leadership team.

View all the webinars, by subscribing to the Copperberg community for free!

Cutting Through the Hype – Leveraging Today’s Tools for Tomorrow’s Service Trends / ServiceMax

IoT, AI, the Gig Economy…the list goes on! These terms continue to make up the “hot topics” in digital transformation. Yet many service organisations are still in the early stages of their digitization journey. So how can we best respond to these trends and use the tools that we have today, to prepare and allow us to invest for the future of Field Service? Our VP or Global Customer Transformation, Kieran Notter, is here to help you cut through the hype.

Kieran Notter
Digital Customer Transformation Director

How Businesses Make AR-Powered Remote Support a Success, Featuring Costa Express

During this session, Costa Express discuss how they’ve made AR-powered remote support a success!
James Doyle, VP of Sales – UK & Northern Europe, Sightcall
Elizabeth Allanson, Transformation lead, Costa Express

Panel Discussion: The Impact of COVID-19 on the Future of Field Service

In an ever-changing situation, the panel discusses the direct impact this pandemic has had on the future of field service.

James Doyle, VP of Sales – UK & Northern Europe, Sightcall
Tony Smith, VP Global Services, Syncron
Mark West, Sales Director, BT
Kris Oldland, Editor, Field Service News

How will the Field Service Industry Change in the Coming Years

In this exclusive panel discussion, we discuss:

  • Change of skillsets required of technicians
  • How to move to predictive services and service contracts
  • Improving customer experience in the digital age

Nick Frank, Consultant, SI2 Partners
Matt Rudden, Director of Field Services, IGT
Kris Oldland, Editor, Field Service News


About James

James Doyle leads the strategy, management and development of SightCall sales activity in the UK, Ireland, Nordics and Netherlands with a focus on digital transformation.

James has been in the Technology industry for over 15 years spanning software and telecommunications in the UK and Europe. He is passionate about helping companies transform their business using emerging technologies that are revolutionising business models and redefining business strategy. He has a track record of building high-energy and high-performing sales and leadership teams that have successfully delivered profitable growth through multiple technology and business transformations.

Before joining SightCall, James was Vice President of the Global Sales Group for Europe at Tata Communications, part of the $103.3 billion Tata Group of companies. James has a business degree from the University of Manchester.

About Elizabeth
Transformation Lead working within our Operations team for Costa Express

About Kieran
Kieran is a Field Service & Supply Chain veteran with over 30 years experience in driving sustained improvements, reducing finished goods and inventory levels whilst maintaining high first time pick rates. Most recently aligning common goals for field service & supply chain to compliment each other in their business strategies.

Working within the Global Customer Transformation Group where he focuses on working with prospects and existing customers to understand and unlock the true value of their field service organizations.

About Tony
I am an experienced Customer Success and Professional Services Business and Commerical leader, with experience in multiple areas of Field Service and After Market Services and Software. I am responsible at Syncron for leading our global implementation teams helping OEMs and distributors in managing and optimising their After Sales market. As companies transition into Product as a Service Syncron will help them make the transition and maximise the opportunity.
I am passionate about the largely untapped potential having worked over the last 20 years for the leading and pioneering Field Services companies in both field technician optimisation and the leading SaaS mobile field service company.

About Mark

I help businesses to be more efficient and cost effective through our nationwide network of intelligent lockers.

What does that mean for you?

  • Less drive time – engineers are no more than 15 minutes drive from our sites.
  • Secure 24/7 access – unique pin generation via text and app to access parts.
  • Large UK network – with over 1,900 sites and growing.

About Nick
Nick Frank has a track record of developing service businesses within high value technology companies through various General Manager and Director level roles for industry-leading multinationals, such as Xerox, Textron and Husky Injection Molding Systems.
He now acts as a catalyst who helps companies leverage services to win in industrial markets through his expertise in strategy, new business models, ecosystems, innovation, service operations, service sales and transformation management.
In particular Nick is helping organisations use technology to find new value within their customer’s value chain, facilitating bootcamps to help teams solve challenging problems, and business assessments to kick start the change process.

About Matt
IGT is a world leading provider of gaming and lottery products and services. Matt has worked with IGT for a number of years in many leadership positions and currently leads the international field service, repair depot and call centre teams responsible for over 200,000 assets from lottery terminals to casino gaming machines.

About Kris
Kris Oldland is the Editor of Field Service News, the leading trade journal for the field service industry in the world. He is a trusted source of insight into the different approaches that field service organisations are taking to deal with operational challenges and is a strong advocate for the impact of technology on evolving service business models. Kris is also a regular speaker on the topic of field service at conferences across the globe.