CXPERTISE Virtual Series
Brought to you by WBR and SAP


See a new perspective on how your business can deliver the X-factor in your CX, featuring industry experts and leaders from around APAC.


17, 29 April and 8, 22 May 2020.

COVID-19: Revolutionising field service experience for the better?

COVID-19 has no doubt impacted field service organisations in many ways. For some, the need for on-site, break/ fix service has been eliminated due to certain lockdown measures, resulting in excess capacity. But for the other, it’s the opposite: demand surges in other areas, resulting in an urgent need for on-site service.


Meanwhile, customers’ needs and expectations have not gone down, and rather, they are increasing during this crisis. Many field service organisations find themselves struggling because they simply do not have modern field service technology to help them cope and sustain their businesses.


Technology aside, an equally important aspect is around helping and enabling your field service workers to transition from the traditional way of service delivery to the new “normal”: crowd servicing, AR, and remote servicing. COVID-19 has definitely forced many field service organisations to revolutionise their field service experience.


How can field service organisations approach this transformation need and where should they start?


Friday, 22 May 2020

10:30 IST | 13:00 SGT/HKT | 15:00 AEST

About the speakers
Jaco Bierman
Head of Service Operations, ASEAN
GE Healthcare

Jaco is a results-oriented Operations and Project Management professional with a proven track record of over 19 years in the Healthcare industry across Africa and South East Asia markets. His major experience lies in strategizing and leading cross-functional teams to bring about fundamental change and improvement in service strategy, process, and profitability. He is currently the Service Operations Director for GE Healthcare ASEAN, based out of Kuala Lumpur.

Carole Lebraud
Head of National Operations Centre, Field Services, Australia
Schneider Electric

Carole Lebraud is currently Head of Services Operations Centre for Schneider Electric Australia and based in Sydney. Carole has 9 years’ experience managing Supply Chain transformation projects for Schneider Electric in France and Singapore across Transport, Customs and Spare Parts Supply Chain. Following this, Carole joined Schneider Electric Australia to deploy the Spare Parts Supply Chain for their Field Services business.

Kevin Rad
Global Director of Service Solutions

As the Global Director of Service Solutions at ECENTA, Kevin assists corporations in their journey towards improved customer experience. As a veteran in Service and Asset Management, he combines more than two decades of experience in business consulting and process improvement with profound knowledge of cutting edge information management and digital transformation advances. 

John Heald
Global Vice President, Market Development for Field Service
SAP Customer Experience

John is focused on helping customers drive superior customer experiences and satisfaction, by continually improving their customer service experiences, irrelevant of how they engage, throughout all Omni-Channel touchpoints.

Farrukh Shad
SVP Retail Strategy & Global eCommerce
Schneider Electric

Farrukh is the SVP overseeing Retail Strategy and Global eCommerce at Schneider Electric. With a career dedicated to B2B and B2C, Farrukh earned his retail & eCommerce grades at British Petroleum and then Philips before joining Schneider Electric in Hong Kong 5 years ago.

Sandeep Sharma
Chief GM Branding
Indian Oil

Sandeep is an experienced professional where he has handled a wide array of assignments in a large and highly diversified organisation. Some of the key assignments include Retail business, new businesses, Supply Chain, Business transformation exercise, managing retail formats, Learning and Development involving training and program designs.

Ajit Aras
Executive Vice President
Sharp Electronics

Ajit Aras is the Executive Vice President at Sharp Electronics Singapore. He has a long track record of sustainable new business creation in the B2B and B2G environments. He has aligned multi-cultural international sales and marketing teams to excel in lead-generation and lead-nurturing towards achieving the company’s targets for revenue growth and profitability.

Sophia Ong
VP Marketing, Electronics
ST Engineering

Sophia is responsible for the integrated marketing efforts for the Electronics sector of ST Engineering. This includes brand stewardship, thought leadership, digital marketing, marketing effectiveness and internal communications. With over 15 years of marketing and communications experience, she has a proven track record of turning marketing strategy in to clear, focused actions to enhanc clients engagement and advocacy, and drive brand affinity across all channels.

Ben Nottle
Head of Industry & Solutions, APJ
SAP Customer Experience

Ben was a CRM pioneer and has been involved in supporting Customer Engagement related initiatives for 20 years. Ben’s experience in advising CxOs on CRM adoption and supporting Customer Experience Transformation with technology has resulted in becoming a trusted advisor to many SAP customers across Asia.

Digby Wilson
Principal, Field Service

Digby Wilson is a senior telco manager with 32 years of experience. It was from humble beginnings his interest in operations and operational excellence grew. His experiences, both professionally and personally, have led him to be a strong strategic and operational manager with an eye for change and transformation. He gets his energy from leading change in an organisation’s performance, including leading an engaged workforce that reinvented themselves to further capitalise on talent.

Hank Stokbroekx
Vice President, Enterprise Services

Hank joined Huawei in 2011 after working for over 20 years in the networking industry. Initially he helped build the Huawei Enterprise service business in Western Europe, and in 2012 took over responsibility for the worldwide Service Marketing organization for which he relocated to the Huawei HQ in Shenzhen.As an industry expert he advises the leadership team on a variety of topics, leveraging his many years of experience.

Steffen Daleng
Chief Marketing Officer

Steffen serves as Chief Marketing Officer at Booktopia. Booktopia is a pure play online retailer selling an item every 6 seconds and shipping more than 5 million units a year.

Nakul Gaur
Senior Global Leader - eCommerce, Performance Media & Analytics

With 12 years of cross-functional experience in sales, brand building and analytics, Nakul leads Design for eCommerce initiative at Unilever.

Akshat Patil
Head of APAC eCommerce
J&J Consumer Health

Akshat comes with over 12 years of overall work experience heading various senior roles at some of the biggest companies like Abbott, Procter & Gamble and Infosys with exposure to Business Development, Account Management, Distributor Management, Go-To-Market Strategy, eCommerce Channel, Digital Marketing & IT. He currently leads eCommerce for the APAC region at Johnson & Johnson.

Tim Wilkes
Chief Storytelling Officer - APJ

Tim has over 25 years of sales and communication experience in the CRM industry, and especially has a great passion for helping businesses deliver great customer experience. He is currently based in Sydney where he lives with his family.

Danny Levy
Managing Director

Danny is a brand-centric, innovation-driven and purpose-led leader who has collected international experience in global, regional & local business setups of different sizes. He is passionate about bridging the gap between brand, product & sales. For him, it is all about people - employees, customers and partners.

About CXPERTISE Virtual Series
See a new perspective on how your business can unearth and deliver the X-factor in your overall Customer Experience through the 60-minutes thought-provoking CXPERTISE episode, featuring industry experts and leaders from renown and reputable brands in the APAC region.
A four-parts series that will be debuted on 17 April, we will bring to you every fortnightly, an interactive and full-of-insight LIVE episode, with in-the-moment topics that are core to delivering great customer experience, specifically digital commerce and field service.
More in the CXPERTISE Virtual Series

On-demand access will be available shortly after each LIVE session.

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