8:00 Chairperson’s Recap Of Main Conference Day One

8:15 PANEL DISCUSSION: All You Need To Know About Building An Effective Strategy For Remote Services: ROI, Winning Business Case And Metrics And Measurements

In order to build an effective strategy for remote device monitoring deployment, you need to address many aspects of your business: alignment of remote services with product strategies, business process implications of RS, ROI and cost analysis, adoption and the application of the most appropriate metrics to measure your success! Join this interactive panel and discuss the following:

• Business process implication of RD deployment
• ROI, payback analysis and P&L
• Impact of RD on existing products and new product development
• Design of remote services offerings
• Sustainable increases in service and support revenues

9:15 Change Management: Providing Necessary Support For Remote Services

In order to ensure that remote services deployment goes smoothly you need to address a number of questions: How to you deliver the message to key stakeholders and throughout the organization? How will RS Deployment influence R&D functions? How do you identify the core competencies necessary for a successful implementation of remote services? Who will own what throughout the key departments? It is all about the process. Join this interactive session and learn how to:

• Create and deliver the message on remote device monitoring to key stakeholders and throughout the organization
• Identify and mitigate risks associated with remote diagnostics deployment
• Develop policies for business communication and appropriate accountability

Robin Sing
Manager, Business Operations Analysis and Reporting
Xerox

10:45 Roundtable Discussions

1. Identifying and Overcoming Barriers towards Remote Services Adoption by Industry

Today, when more and more industries require remote services from RS providers, security, infrastructure and overall adoption challenges become more and more prominent; The question is how to be prepared for all these challenges and how to overcome them? Join this interactive roundtable discussion and exchange ideas with your peers!

Gerard Doyle
Manager of Service Lab
Smith Detection

2. Connectivity Models: Developing Standards Acceptable to DoD, VA, US Government Accounts

One of the challenges that companies face today is how to adapt their services to a number of industries that require separate standards. How does an organization ensure that you meet their requirements while not incurring additional costs? Join this interactive roundtable discussion and exchange ideas with your peers!

11:30 PANEL DISCUSSION: Connectivity Debate: Wireless Vs. Wired Vs. Hybrid

In order to properly select the best for your company’s connectivity method, you need to consider several factors and most importantly prioritize which method will meet your business needs best. Issues to consider are cost, customer adoption and security. Join this interactive session and discuss the following:

• Initial and deployment costs of every method
• Customer base segmentation
• Security aspects
• Customer adoption and impact of each method on customer’s IT infrastructure

1:30 Creating A Competitive Differentiation With Remote Services

During the age when Remote Services are widely used, you need to be able to offer your customers service that is unique and competitive to ensure their loyalty and ongoing partnership. There are number of ways you can increase your competitiveness without increasing the cost of services. Join this interactive presentation and learn how to:

• Identify customers needs and “points of pain” to incorporate into current LSA’s
• Evaluate and amend existing LSAs
• Transform your produce support processes to drive customer loyalty by measuring customer satisfaction

Robert Ticknor
VP Business Development
Qualtech System Inc.

Client name: To Be Announced

2:15 Developing Winning Strategies Around Providing Customers With Extended Service Packages

After your customer has been taking advantage of the remote services you have been providing him with, he or she is not always aware of how many times you have prevented breakage or fixed the machinery. All that information is necessary to show them a value of extending the services that have been working for them so well. Join this interactive session and discuss the following:

• Differentiated service and how to provide value at each level of services
• Assess the strategies to demonstrate the value to your customers
• Create winning services packages based on value created by RS deployment

Denny Simmons
Manager, Software Quality Engineering
CareFusion

3:30 40 Ideas In 60 Minutes

This panel of experts will break down the tools and activities that have had the greatest impact on their respective business as well as brainstorm next steps and outline key takeaways for the conference participants to implement right away! Topics to discuss are:

• Remote Services Deployment Project Management
• Customer Loyalty and Retention
• Data Collection and Analysis
• Connectivity Models
• Next Steps

4:15 Chairperson’s Closing Remarks & End Of Conference