Day 2

Invitation-only executive boardroom discussion. For additional information, contact Executive Director Jen Montgomery at
jen.montgomery@wbresearch.com

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An executive from FedEX

For the first time in history there are 4 generations in the workplace, each with a preferred way of communicating. With the rise of the Millennials, technology, and social media it has become increasingly difficult to communicate in our noisy, 24/7 connected culture. You call, they email, and the others text…while sitting right next to you! Change is inevitable but the development of next generation communication skills must be intentional.
Audience Outcomes:
• Gain a clear understanding of the Millennial generation.
• Learn the varying communication preferences of each generation.
• Grasp the 3 emerging trends of communication.
• Harness 3 tips for meaningful communications across generations.
• Apply 3 timeless communication truths in today’s digital age.
• Inspiring story about the power of human connection.
• Bonus: Learn the 5 phases of managing change successfully.

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Helping customers understand the total cost of downtime

Correlating downtime with levels of service

Proposing a service package that minimizes your customers’ overall costs

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Medtronic knows that the key to profitability is an engaged workforce. In this session, Rick Brandl addresses the steps he has implemented to ensure truly engaged employees, including:

• Gaining involvement and buy-in from executive level down to field technician
• Surveying employees regularly to learn where possible improvements lie
• Creating tailored action plans to improve overall satisfaction and reduce turnover

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•Capitalizing on the ability to capture information and make maintenance more effective
•Utilizing operational data from connected devices to plan effectively prior to dispatch
•Compiling and analyzing the data to ensure actionable results

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This exciting panel discussion addresses the ways in which advances in IoT and M2M technologies are driving field service transformation. Key topics of interest include:

• Driving unmatched levels of service and increasing loyalty across your customer base
• Increasing operational efficiencies through more effective field service deployments and an increase in first call resolution
• Unlocking new revenue streams by providing innovative services to your customers

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Providing a quality customer experience is a top focus for most medical device manufacturers. While it’s important to ensure that the customer is satisfied at every touchpoint, often the technician visit is the biggest opportunity to both lose a customer and to ensure continued loyalty. In this session, Greg will discuss the steps he’s taken at Stryker to equip his technicians with the tool and soft skills needed to foster lasting customer relationships.

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Attendees choose two tables and rotate after 45 minutes. Hosts moderate two 45-minute discussions.

Table 1: Differentiating Service To Drive Customer Loyalty And Retention
Hosted by: Laurie Gutzwiller, Vice President Service Sales, Hill-Rom

Table 2: Title TBD
Hosted by: Amos Schneller, Vice President Customer Support, Medivators

Table 3: Best Practices For Selling Service Contracts
Hosted by: Mario Guendelman, West Region Service Manager, Medivators

Table 4: FSEs: Succession Planning for Sustained Success
Hosted by Ed Klosterman, Director Service, bioMerieux

Table 5: End Of Life Management
Hosted by Yen Nguyen, Global Services Program Manager, Medtronic

Table 6: Collecting And Disseminating Customer Satisfaction After Service Visits
Hosted by Tom Buckley, Senior Director Customer & Global Technical Services, American Medical Systems

Table 7: Transitioning From Net Promoter Score To Net Promoter System
Hosted by Jim Greaney, Vice President Global Customer Excellence, Siemens Healthcare

Table 8: Increasing Customer Participation In Support With Enhanced Remote Support Capabilities
Hosted by Jerry Esterline, VP Service, Ziehm Imaging

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