Mark Hessinger

Strategic Advisory Mark Hessinger Consulting

Reinventing Service: Harnessing Technology & Data-Driven Operations to Boost Service Revenue & Connected Care

1:40 PM Track A: Panel: From Reactive to Proactive: Leveraging AI and Predictive Analytics to Revolutionize Service Workflows

This interactive workshop will guide you through the transition from reactive problem solving to proactive, data driven service delivery. Discover how leading organizations use AI to anticipate equipment failures, streamline technician scheduling, and deliver exceptional customer experiences.

Key Takeaways:

Implement AI powered predictive maintenance to prevent disruptions before they occur.
Optimize technician scheduling and routing using real-time, data driven insights.
Enhance customer satisfaction by delivering proactive, personalized service.

If you’re looking to modernize your support infrastructure and drive measurable impact through innovation, be sure to attend!

Leading Change: Building Resilient, Patient Centered Service Models for Improved Customer Care

2:10 PM Track B: Panel: Repair, Replace, Return: Modernizing Depot Operations

As customer expectations and product complexity rise, depot operations must evolve beyond basic repair. In this session, panelists will discuss best practices for managing high volumes, coordinating with field teams, and leveraging real time data to optimize decision making. The conversation will also address how to minimize downtime, improve parts availability, and support sustainability goals through smarter refurbishment and asset recovery programs.

Key Takeaways:

Integrate diagnostics and analytics to accelerate repair or replace decisions
Coordinate depot and field teams for seamless asset flow and reduced turnaround
Advance sustainability by scaling refurbishment and responsible returns

Improving Organizational Development, Talent Management and Compliance for Optimal Customer Care

8:55 AM Keynote Panel: Change Management in FS: Leading Teams through Reorganization and Technology Shifts

This panel explores proven strategies for leading field service teams through organizational restructuring and technology adoption. Industry leaders will discuss how to proactively guide teams through change, minimize resistance, and foster resilience, ensuring smooth transitions and sustained performance during periods of transformation.

Key Takeaways:

Equipping teams with hands-on training to boost technology adoption
Recognizing and address concerns quickly to sustain engagement
Communicating change early and often to build team alignment

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda