November 17 - 19, 2025
Hyatt Regency Austin, TX
Brian Craft has over 30 years’ leadership experience in field service, professional service, asset management and service operations. His experience spans over start-up, growth, and mature corporations in the pharmaceutical, biotechnology and medical device markets. In his current role as US Field Service Director, at Alcon, he leads the field service efforts to transition to a connected, predictive analysis model. Brian holds a BA in Computer Science from Louisiana Tech University.
Customer expectations have changed, and field service companies must keep pace with those changes. One of the most important ways to stay competitive is by identifying and tracking the right KPIs. But which metrics truly move the needle—and how do you respond when they don’t trend the way you want?
Join this panel of service leaders as they reveal the KPIs they prioritize, why those metrics matter, and the real-world strategies they deploy when performance dips. Among the topics they’ll discuss:
Check out the incredible speaker line-up to see who will be joining Brian.
Download The Latest Agenda