Copperberg Select: Establishing Field Service Excellence - Part 2

Copperberg Select: Establishing Field Service Excellence

📅 3rd of July 2025 | 🕙 10:00–12:15 CET

As customer expectations evolve and pressures mount on service teams to deliver more with less, the next frontier of field service excellence lies in intelligent workflows, cross-functional integration, and digital innovation.

In this second exclusive Copperberg Select session, we go deeper—exploring how top leaders are optimizing the entire field service journey, from planning and dispatch to real-time support and customer interaction. You’ll gain insight into how AI, digital tools, and new leadership approaches are creating measurable impact in a fast-changing service landscape.

🔹 SESSION SCHEDULE (final running order to be confirmed)

Fireside Chat: A Real-World Journey Toward Field Service Excellence

-Maaz Khan, Global Field Service Director, Viessmann – Carrier

How do you scale excellence across complex, global operations? In this candid discussion, Maaz Khan shares key lessons from his field service transformation journey—highlighting what it takes to build a high-performing service organization that remains agile, resilient, and relentlessly focused on customer outcomes.

From aligning teams across silos to embedding a culture of innovation, this is a rare behind-the-scenes look at leadership in action—what’s working, what’s evolving, and what every service leader needs to consider next.

Elevating Field Service: Predictive, Proactive, People-Centric

- Derrek Clarke, Senior Solution Marketer, Field Services at Planon

Customer expectations are rising. Sustainability is non-negotiable. Technology is moving fast. Traditional maintenance models—planned or reactive—just don’t cut it anymore.

In this discussion, Derrek Clarke will share how AI, IoT, and hyperautomation are transforming industrial field service into a people-first Total Experience—the fusion of customer satisfaction, employee engagement, and operational excellence. Discover how predictive analytics, AI-driven mobile technician solutions, and connected workflows will boost efficiency, limit equipment downtime, cut costs, and improve both customer and employee experiences for a sustained competitive edge.

Learn how next-gen tools will help your teams stay ahead of issues, access critical knowledge on-site, and deliver high-impact service in a fast-paced, demand-driven world.

Leveraging product & service lifecycle data with AI

- Coen Jeukens, VP Customer Transformation, PTC

AI promises a lot—but without solid data, it delivers little. In this session, Coen explores how service leaders can cut through the AI noise and focus on practical value.

Learn how to prepare product and service lifecycle data—from decades-old assets to next-gen tech—for AI-driven insights. Discover how to bridge legacy systems and digital products, separate hype from reality, and use AI as a tool for real-world service excellence.

Highlight Power of 50: Keynote: A Risk-Based Approach for Maximised Equipment Uptime

- Stephen Block, Associate Director Customer Success Field Service, Merck Life Sciences

Uptime is business-critical—and commercial. In this keynote, Stephen Block shares how Merck is using a risk-based model to quantify the cost of downtime and build the case for uptime-based service contracts. Learn how shifting the conversation from cost to risk creates stronger customer partnerships and long-term value.

🔹 Why Attend Copperberg Select?

• Hear directly from global service leaders how they are transforming complex operations and building resilient, high-performing teams.
• Explore the future of field service—from predictive analytics and AI-driven tools to people-centric strategies that boost both customer and employee satisfaction.
• Learn how to commercialize uptime by framing downtime as business risk—and turning service excellence into a competitive advantage.
• Walk away with actionable ideas to optimize planning, reduce costs, and deliver smarter, more responsive field service.

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