field service forum 2016

JUNE 8 - 9, 2016NOVOTEL AMSTERDAM SCHIPHOL AIRPORT THE NETHERLANDS

@CopperbergAB

WWW.FIELDSERVICEEXCELLENCE.COM

#fsf2016

Global Growth with Local Operations

PresentsPresents:

3rd ANNUAL

Partners

Service

The service business is going through a drastic change, transforming from a cost-centric and reactive approach towards a proactive service offering with high profit margin as companies are pushing to lock-in their customers with long term service agreements. But what effects is that having on field engineers’ jobs, as customer expectations keep rising and the business keeps globalizing? Join us this June in Amsterdam where 150+ field service professionals will share, network, discuss and benchmark on the following three key areas;

Field EngineersYour service technicians are the face of your business in the eyes of your customers because they are constantly on the field, at customer sites. But are you doing enough in competence development? Are you developing their soft skills so that they not only service your customers, but work on building relationships and setting up future or upsales? And how does your future workforce look? Are you recruiting the right (and enough) talent?

ProcessGlobalization is the biggest challenge and opportunity of most businesses today, and same goes for field service. Customers are being stretched out all over the globe, but have as high expectations in terms of quality and time of response regardless of where they are located, so how can service leaders ensure a process of acting on local markets, on a global scale in order to reduce customer downtime? And what affect is globalization having on the mobile workforce scheduling and dispatching?

TechnologyIT software and tools should not be the focus of your field service strategies. But as the world is going digital (and so are your customers) so should you. From rethinking the physical toolbox of your field engineers into a digital one, to the impact of IoT, drones, mobile solutions, augmented and virtual reality, there are many technological developments to support you in developing and growing your field service business.

This year, we’ve designed an agenda to meet all your needs: an educational part combing TED-inspired case studies, visionary keynotes, morning masterclasses, the always inspiring Service Mastery Day, and pre-event workshops to ensure no topic is left untouched; and a social program to expand the conference’s interactivity to ensure you connect with the right network in both formal and informal environments. And ensure your conference ROI, the new Retrospective Session is there to help you build a concrete action plan before you leave the premises.

I look forward to seeing you Amsterdam!

Thomas IgouContent DirectorCopperberg

EDITOR’SNOTE

WELCOME TO THE 3rd ANNUAL FIELD SERVICE FORUM

2 3rd Field Service Forum 2016

AboutThomas was born in Paris, raised in New York, and relocated to Stockholm about 6 years ago. He has been heading Copperberg’s portfolio of Manufacturing events for the past 4 years, where he has taken the Aftermarket Business Platform to new heights and successfully launched new events across Europe. He has a keen interest in new technologies and how they can positively disrupt and impact rigid business models in the industrial sector. In parallel to events, Thomas is also running Copperberg Research, constantly launching studies to stay ahead of new trends.

Researched & Developed for Heads/VPs/Directors of:• Service

• Field Service

• Customer Service

• Maintenance

• Operations

• Field Support

• Sales & Marketing

• After Sales

• Customer Operations

From the following industries:• Construction Equipment

• Aerospace & Defence

• Telecoms

• Healthcare

• Machinery

• Oil & Gas

• Maritime

• Utilities

• Energy

33rd Field Service Forum 2016

1GLANCE

DAY 1 JUNE 8th

11.30Workshop A & B

13.30General Registration and Networking Lunch)

17.00Evening Networking Program & Demo Sessions

08.10Morning Masterclasses

09.15ABB Integrated Operations

ST

11.00Tracks Sessions begin

12.30Networking Lunch & 1-to-1 Meetings

13.45Executive Circles

11.00Workshops Registration

14.00Service Mastery Day

10.30Networking Break & 1-to-1 Meetings

15.10Networking Break & 1-to-1 Meetings

15.40Why service innovation?

16.20Panel Discussion

16.50Closing Remarks

09.10Chairman’s Opening

17.00One for the Road

DAY 2JUNE 9th

20.00Networking Dinner

10.00Moving towards performance-based contracts

WORKSHOPKEYNOTEEXECUTIVE CIRCLES

TRACKSERVICE MASTERY DAY

MASTERCLASSPANEL DISCUSSION


WORKSHOP

KEYNOTE

EXECUTIVE CIRCLES

TRACK

SERVICE MASTERY DAY

MASTERCLASS

PANEL DISCUSSION

PROGRAM

11.15WORKSHOP REGISTRATION

11.30

The pre-conference workshops are a new and exclusive feature which gives you, as a participant, the ability to kick start the conference with a focused and content-heavy session where you will be able to both learn and share experiences around best practices.

PRE-CONFERENCE WORKSHOPS

WORKSHOP ATOPIC TO BE CONFIRMED

WORKSHOP BM2M/IoT

19.30NETWORKING DINNER

17.00

Copperberg is renowned for the networking aspect at its conferences. Make sure to take advantage of a full evening of structured networking through team-building activities, demo sessions, 1-to-1 meetings, and much more.

EVENING NETWORKING PROGRAM

13.30GENERAL REGISTRATION

DAY 1 JUNE 8th

14.00

The Service Mastery Day hosted by professor Adrian Furnham will guide you to understanding the psychology of Change Management so that future Service Change initiatives in your business will have a higher chance of successful implementation. More info on page 5.

SERVICE MASTERY DAY - UNDERSTANDING THE PSYCHOLOGY OF CHANGE MANAGEMENT IN SERVICE


SERVICE MASTERY DAY WITH PROFESSOR ADRIAN FURNHAM @ 14.00

• Change vs. Progress• The theory and practice of change• Individual reactions to change: who opposes change and why• Why change initiatives succeed and fail• Six change strategies• Changing people vs changing things

IN FOCUS

UNDERSTANDING THE PSYCHOLOGY OF CHANGE MANAGEMENT IN SERVICE

The pressure of Change has always impacted organizations, but the speed at which change is happening these days, has never been so high. Whether at a macro level regarding an organization’s Service Transformation journey, or more specifically a competence development program to make field technicians more commercially-oriented, Change Management is critical for a Service Division’s prosperity.

The Service Mastery Day hosted by professor Adrian Furnham will guide you to understanding the psychology of Change Management so that future Service Change initiatives in your business will have a higher chance of successful implementation.

Professor Adrian Furnham is an internationally acknowledged authority on the psychology of change management.

Adrian Furnham is Professor of Psychology at the University College of London. He has written over 700 scientific papers and 57 books. He is a Fellow of the British Psychological Society and is among the most productive psychologists in the world. He is on the editorial board of a number of international journals, as well as the past elected President of the International Society for the Study of Individual Differences.

He is also a newspaper columnist previously at the Financial Times. He still writes regularly for the Sunday Times and the Daily Telegraph and is a regular contributor to national and international radio and television stations including the BBC, CNN, and ITV.

Since 2007 he has been nominated by HR magazine as one of the 20 Most Influential People in HR. He speaks regularly at conferences around the world being well known as approachable, well-informed and entertaining.

• Top executives wanting to understand the most appropriate change management initiatives in their organization• Managers and agents responsible for driving change initiatives and tasked with contributing to Service Transformation• Everyone who is involved with Change Management

WHO SHOULD ATTEND?


WORKSHOP

KEYNOTE

EXECUTIVE CIRCLES

TRACK

SERVICE MASTERY DAY

MASTERCLASS

PANEL DISCUSSION

PROGRAM

DAY 2JUNE 9th

08.10

Kickstart the main conference day by choosing one of three focused morning masterclasses, an interactive, 50-minutes session that will dig into the main challenges faced by field service professionals under the tutelage of an expert and present solutions (topics subject to change):

MORNING MASTERCLASSES

09.10CHAIRMAN’S OPENING

Richard will demonstrate one of ABB’s newest business innovations, which ties software, connectivity, and services together into a profitable business that adds value to Marine customers. He will also share how ABB got there, which challenges had to be overcome, and how he sees the future.

FROM IDEA TO BUSINESS: ABB INTEGRATED OPERATIONS

• Ingredients of IoT are: things, services, and people

• Very tricky in large, industrial companies because they are so fragmented

• Not IoT, but the integration of things, services, and people needs to be on top of your agenda

• How you manage that integration determines how much money you will make – or waste

LEARN

09.15

RICHARD WINDISCHHOFERGroup Vice President, Business Development

and Integrated Operations, ABB Marine

COEN JEUKENSService Contract Director,

Bosch Security Systems

With increasing competition on products only one thing can really differentiate you from the others: service. It is critical to really understand the drivers and challenges of your customers to offer uptime of their products and move towards performance based contracts.

MOVING TOWARDS PERFORMANCE-BASED CONTRACTS

• Understanding customer needs to create value and focus on the right services

• How to get paid on performance-based contracts

• How to ensure uptime of customers

LEARN

10.00

MASTERCLASS 1REMOTE SOLUTIONS

MASTERCLASS 2TBA

MASTERCLASS 3MOBILE WORKFORCE

Service





DAY 2JUNE 9th

PROGRAM

14.45NETWORKING BREAK AND 1-TO-1 MEETINGS

The Service Business is in direct contact with customers continuously, across the globe, and through various channels. It’s therefore critical to ensure a seamless approach when communicating with customers.

11.00MULTICHANNEL COMMUNICATION SYSTEM IMPLEMENTATION - OPPORTUNITIES AND RISKS

LEARN

JOHANN LASKOWSKIDirector Customer Experience EMEA,

Kennametal Europe GmbH

11.00TRACK SESSIONS 1

• Implementation: Major risks and learnings

• Advantages and disadvantages of the cloud based system

This presentation will share the journey of how Tetra Pak Maintenance Services implemented their new approach to maintenance called TPMS On-Line and the establishment of the Tetra Pak Asset Care Centre. This enables local markets to manage maintenance contract work in a streamlined manner and in a single repository of all service work.

11.00IMPLEMENTATION OF A CENTRALIZED ASSET CARE CENTRE

LEARN

PETER SUNDINManager Maintenance Management,

Tetra Pak


• How to continuously improve the maturity of service contracts

• How TPMS On-Line has shown reduction in maintenance cost on installed base

• Key considerations, success factors, and challenges that lie ahead

Modern technology allows field engineers on the front line to be constantly connected to the back office. However, what are the true constraints and benefits of a mobile workforce, and how to set up the tools and the organization? And, how to manage a team from a remote location?

11.00MOBILE WORKFORCE MANAGEMENT AT XEROX PUBLIC TRANSPORT

LEARN

ALEXANDRE MARROT Customer Service Director Business Solutions,

Xerox Public Transport


• Is Mobile Workforce a constraint to ensure SLA’s or an opportunity to improve a service offer and customer retention?

• How to provide the relevant tools and information to the field engineer for efficient operations?

• Mobile Workforce as part of a service offer: tools and opportunity to integrate the field service in a global support and service offer and how to involve more the customer to decrease field operation costs

11.30TOPIC TO BE CONFIRMED


DIRK JANSE VAN RENSBURGOperations Manager,

Pragma



WORKSHOP

KEYNOTE

EXECUTIVE CIRCLES

TRACK

SERVICE MASTERY DAY

MASTERCLASS

PANEL DISCUSSION

PROGRAM

DAY 2JUNE 9th

The session will look into how to develop a service organization: the structure from scratch to service/repair within a lifting equipment organization that is part of a larger OEM. How to use resource pooling between Business Units with different business models (B2B vs. B2C) based on service differentiation and global set-up.

12.00BUILDING AND MANAGING GLOBAL FIELD SERVICE

LEARN• Combining forces for pro-active market capture

• Differentiating service: basic vs. expert

• Resource pooling and planning

SPEAKER TO BE ANNOUNCED SOON

Philips have successfully worked on utilizing their Installed Base data to search for potential service business based on a few criteria, to provide a very solid funnel that is easy to approach and develop into real opportunities. This will provide service organizations a viable segmentation for specific targeted campaigns, that will help them to penetrate a lot more than waiting for the calls.

12.00INSTALLED BASE FOR A DATA-DRIVEN SERVICE BUSINESS EXPANSION

LEARN• How to collect data

• How to display and visualize the data

• How to apply the data into real campaigns that generate business

SPEAKER TO BE ANNOUNCED SOON,

Philips

Although many field service organizations are engaging their technicians as part of their overall business development strategy, few take full advantage of the opportunity to use these efforts to gain a competitive advantage. The failure to tell their customers about their techs’ efforts at making recommendations becomes their best kept secret and a missed business opportunity. In this session, Jim will talk about how your technicians’ efforts can not only generate more business from existing customers, but how they can be promoted to strategically differentiate your service business to win new business and take market share.

12.00TECHNICIAN PROMOTION OF SERVICES – COMPETITIVE ADVANTAGE OR YOUR BEST KEPT SECRET?

LEARN• Advantages of positioning business promotion by technicians as a valuable service

• What can organizations do to communicate this as part of their overall marketing strategy?

JIM BASTONService Technician Training Guru




12.30NETWORKING LUNCH, 1-TO-1 MEETINGS AND DEMO SESSIONS





DAY 2JUNE 9th

PROGRAM

EXECUTIVE CIRCLESThe executive circles are your change, in an interactive format, to share your experiences. In a stimulating work atmosphere, the participants discuss new perspectives and ideas. You will experience intensive discussions, share innovative ideas and identify practical solutions (topics subject to change):

13.45

MANAGING A MOBILE WORKFORCE

1 AUGMENTED REALITY IN FIELD SERVICE

Kris Oldland, Editor, Field Service News

2 SERVICE INNOVATION

Jan Van Veen, Service Transformation Expert

3

HOW TO LEVERAGE THE INTERNET OF THINGS

4 HOW TO ATTRACT TALENT IN SERVICE

5 MOBILE APP FOR JOB SAFETY ANALYSIS

Måns Granholm, Gm Process Development & Commissioning, Wärtsilä

6

15.10NETWORKING BREAK AND 1-TO-1 MEETINGS

FIELDSERVICENEWS


DAY 2JUNE 9th

PROGRAM

Developing service business and orientation should be more than just looking at how service revenue is growing and the profitability. For sustainable growth, service orientation is much more fundamentally important for the business as a whole.

WHY SERVICE INNOVATION?

• Why service innovation is an important argument to get C-suite commitment?

• How does service innovation impact Field Service - a few scenarios

• Innovating for sustainable growth

LEARN

15.40

JAN VAN VEENService Transformation Expert

The Field Service Business is evolving quite significantly. Service is now a definite profit centre and the trend is towards expansion and growth. However, as the Field Service Business grows, organizations need to ensure they can manage changing customer expectations in local markets with the right resources, competences, tools, and training of field engineers.

PANEL DISCUSSION

• How to manage global resources to ensure best local service delivery?

• How to train and manage field engineers?

• Soft Skills: what are the required competences of the modern field technician?

LEARN

16.20

MODERATOR: KRIS OLDLAND Editor,

FieldServiceNews

16.50CHAIRMAN’S CLOSING REMARKS

COEN JEUKENSService Contract Director,

Bosch Security Systems

FIELDSERVICENEWS

WORKSHOP

KEYNOTE

EXECUTIVE CIRCLES

TRACK

SERVICE MASTERY DAY

MASTERCLASS

PANEL DISCUSSION


SPEAKERS

JAN VAN VEENChange leader for service transformations

Various leadership and catalysing roles with manufacturing and engineering companies in Europe. Just finished temporary service leadership role at Hologic (healthcare and medical diagnostics). My mission is to accelerate service transformations of manufacturers, hence better meeting customer needs and driving sustainable growth. I believe people by nature are quite willing to change. It is our task to ignite and leverage the willingness to change for all stakeholders and to reduce (corporate) obstacles for people to change. I am continuously increasing expertise on how to accelerate service transformations and ongoing business innovation by sharing insights and experiences with leaders of medium sized and larger manufacturing and engineering companies in different industries. I was co-founding partner with Noventum Service Management for 9 years till Spring 2015. I co-authored the book “Customer Centric Innovation for Sustainable Growth”, based on engagements an discussions with many companies in many industries.

COEN JEUKENSService Contract Director, Bosch Security Systems

Coen Jeukens is responsible for the service revenue and installed base of Bosch Security Projects. He drives the strategy and portfolio from a product business towards a services business. Coen is the driving force in the Netherlands towards the inclusion of a Chief Service Officer in the Board. Previously he held his own company providing strategy consulting services in the service and maintenance domain. Coen builds upon a vast experience obtained by working for IBM, Baan and ASML. I am an enthusiast “builder” of teams and processes for sales and service organisations. I merge and balance focus on results with advantages for customers and employees. As professional I translate customer focus, analytical capacity, creativity and a broad sales & service experience into practical and financially viable customer focussed solutions. As manager I focus on the human aspect, the organisation and political context of (change) management. I have experience in operations, (interim) management and strategy consulting for international and larger SMB corporations in high-tech, medtech, industrial equipment, safety & security, utility and consumer electronics.

SPEAKER CHAIRMAN

JOHANN LASKOWSKIDirector Customer Experience EMEA, Kennametal Europe GmbH

Johann is responsible for Customer Service in Kennametal Europe GmbH in Switzerland with 250 employees in 9 customer service centres with an annual budget of USD 18 million. He was previously responsible for IT Infrastructure EMEA and Asia Pacific and coordinated a dozen or so international projects in Europe and Asia.

SPEAKER

RICHARD WINDISCHHOFERGroup Vice President, Business Development and Integrated Operations, ABB Marine

Richard leads the digital transformation of ABB Marine and Ports. In 2015, ABB launched Integrated Operations, which combines the work of service engineers with latest technologies of the IoT. This new approach reduces onboard visits to the vessel, increases planned maintenance work, and turns free-of-charge technical support into a billable service. With his background in complex business transformations, Richard will tell how ABB managed to implement these changes and how he sees the future of field service. Richard lives in Oslo and holds a Ph.D. in Management.

SPEAKER

ALEXANDRE MARROTCustomer Service Director Business Solutions, Xerox Public Transport

Since June 2008, Alexandre has been managing the customer service for Xerox Business services France, including after sales service, deployment service, (workshop and on site) maintenance, and service sales. He has a strong experience in managing field operation and teams from a remote location, with customer satisfaction and service level agreement as main focus. Alexandre started his career in the parking industry in 1998, and after a few years moved to Madrid as head of customer service for Schlumberger Urban Terminals and system for Spain and Portugal. In 2005, he took in charge the deployment and maintenance activity for parking enhanced solutions as program manager in Rome. From 2007 to 2008, as site manager in Copenhagen, he managed the deployment of a ticketing system in Denmark.

SPEAKER

JIM BASTONService Technician Training Guru

Jim works with organizations to help them engage their field service professionals to enthusiastically promote their products and services. He has worked with firms across North America to help them develop the systems, skills and support to successfully implement the Proactive Service® approach. Jim has worked with and trained thousands of service technicians and hundreds of service managers across a broad range of service disciplines. Jim is actively involved in the service industry and has led seminars and workshops in conjunction with several industry organizations. Jim is the author of Beyond GREAT SERVICE, a book about the role of the service technician in proactive business growth and has recently published a companion workbook to help service managers plan for and implement a proactive service approach for their team. Jim is a regular contributor of articles to HVAC/R Business (print) and Field Service Digital (on-line) magazines. Prior to founding BBA Consulting Group Inc., Jim spent his career in the technical service business including Divisional General Manager for a large, regional service and contracting firm. Jim holds an MBA from the University of Toronto, and has lectured on marketing man-agement and strategic planning at Seneca College in Toronto. Jim has achieved the recognition of Certified Management Consultant (CMC) by the Canadian Association of Management Consultants.

SPEAKER

DIRK JANSE VAN RENSBURGOperations Manager, Pragma

Dirk Janse van Rensburg is Pragma’s Operations Manager responsible for the delivery of asset care services to the OEM and Field Service market. The nature of the role requires him to co-create after sales service strategies, and to be part of the implementation thereof. Dirk has extensive knowledge in strategy development, solution design and system integration. Often these strategies include the implementation and manage-ment of an asset care centre which is a business unit (people, processes and tools) responsible for maintenance and asset management. His previous experience also includes information system integration and business intelligence. Dirk has been supporting Tetra Pak Technical Services since 2007. He holds an Industrial Engineering degree and a MBA from the University of Stellenbosch.

SPEAKER

PETER SUNDINManager Maintenance Management, Tetra Pak

Peter Sundin is responsible for Maintenance Management at Tetra Pak Packaging Solutions. His responsibilities include the implementation and delivery of Tetra Pak’s global maintenance process. This includes the definition of standard processes, the implementation of global business applications and the estab-lishment of a central support function for the local markets. He is further tasked with the alignment of all maintenance manage-ment activities across the different local markets, and to contin-uously improve Tetra Pak’s approach towards maintenance. Peter has held many different positions within Tetra Pak Technical Services. He is the former Order Fulfillment process driver for Greater and Middle East and Technical Manager in Indonesia. Peter holds an Engineering degree from Malmö University.

SPEAKER

MÅNS GRANHOLMGeneral Manager Process Development & Commissioning, Wärtsilä

Måns Granholm is General Manager Process Development and Commissioning in Field Services and has a Batchelor’s Degree in Mechanical Engineering. He has been working for 15 years for Wärtsilä starting as a Service Engineer, becoming then Maintenance Coordinator before moving to IT and Process Development world. Måns is skilled in both IT and factory / services operations, allowing him to understand and drive complex developments in Wärtsilä Field Services organization, which is employing 4500 peoples in 70 sites around the world. In the latest years Måns has been driving / supporting some important global developments such as Field Services Optimization Program, Professional Skills Management System, Workshops Activities Management System and Virtual Services Engineer Concept.

SPEAKER


VENUENOVOTEL AMSTERDAM SCHIPHOL AIRPORT

Novotel Amsterdam Schiphol Airport, is a beautiful designed hotel with a great ambiance and on a very convenient location. ABOUT

All Copperberg conferences are run by Coordinatum Business Event Management

For all logistical questions regarding the conference please contact:

Malcolm Larri Email: [email protected]: +46 8 650 02 70

Emilia Rollan Email: [email protected] Tel: +46 8 650 02 70

ACCOMODATION

ATTIRE

AT THE EVENT

We have a prefered rate at the hotel for our delegates and partners.

Business Casual attire is recommended for the conference and evening events.

The conference ticket includes all refreshments and any evening activities for all attendees. Other costs such as travel, accomodation, airport transfers and general expenses are the responsibility of the individual delegate.

EVENT CO-ORDINATION & LOGISTICS

VENUE ADDRESS

GET TO THE VENUE When coming by train or plane, take the train to Hoofddorp Station which is located at only 200 metres from the hotel.

The hotel has 652 daily connections with the airport (4 min by train & 9 min by bus). Hoofddorp station is located 200 m from the hotel - only 20 min from the heart of Amsterdam!

Novotel Amsterdam Schiphol AirportTaurusavenue 12

2132 LS HOOFDDORP - NETHERLANDS

Tel (+31)207219180 - Fax (+31)237470399Email [email protected]

GPS. N 52° 17’ 29.81’’ E 4° 42’ 5.41’’

PARTNER WITH

US

Become a partner and join the 3rd Annual Field Service ForumFollowing up on the success of the previous editions of our event, I am proud to present the 2016 Field Service Forum. This event focuses on the real challenges within field service optimization. This year we have increased the time for networking to more than 600 minutes.

We have also incorporated new interactive sessions and tools so you can have numerous business critical conversations with the attendees and present your solutions to an audience which really counts. Thus fulfilling your expectations and getting maximum ROI from the event.

Why should you become a partner?

We are inviting a limited number of partners to ensure exceptional balance between vendors and carefully screened prospects.

Based on your specific business objectives we can tailor make your individual business solution to maximize your ROI.

Kris Jacob - Partner ManagerPhone: +46 8 676 02 70

E-mail: [email protected]

Show your solutions to the audience that really counts

Associate your brand with #1 Field Service Business Platform in Europe

Benefit from the marketing coverage of the largest Field Service community in Europe

Generate new business opportunities with top level prospects

Be a part of business critical conversations that take the industry forward

Partners 2016

4 5

1 2 3

ROI


Amjy Hussain - Business Advisor Phone: +46 8 650 7440 Phone: +46 765523390

E-mail: [email protected]

VENUENOVOTEL AMSTERDAM SCHIPHOL AIRPORT

Service

REGISTERANDSTAY UPDATED

CHOOSE YOUR TICKET

JOINING IN A GROUP?

Our agenda is the perfect opportunity for you to bring a cross-functional team.

When attending as a team of five or more you’ll receive additional benefits,

Book 1 = 0% discount




Book 6+ = 50% discount

TERMS & CONDITIONS

Your booking is binding. You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the organizers. For all cancellations (with-out an approved substituted delegate) received in writing more than 5 business days prior to the event and, a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card payment directly onsite.

+

1CHOOSE YOUR TICKET

2REGISTER+46 8 651 10 [email protected]

YOUR TICKET IN 2 STEPS

Essential Conference Package - Conference + Workshop A or B + Service Mastery Day 1990 EUR excl VAT

Inspirational Conference Package - Conference + Service Mastery Day 1790 EUR excl VAT

Specific Package - Conference + Workshop A or B 1490 EUR excl VAT

Conference only 1290 EUR excl VAT

* Full Networking includes cocktail reception, all networking breaks and lunches, one banquet dinner, and access to pre-event meeting system to book meetings with other participants


THIRDANNUAL FORUM

© 2016 Copperberg. All rights reserved. For more information, email [email protected] or visit www.copperberg.com.

Copperberg

Sveavägen 159 113 46, Stockholm, Sweden

Phone: +46 8 650 02 70

Fax: +46 8 441 07 93

Email: [email protected]

www.copperberg.com

field service forum 2016

Education