Diane Blair

If remote monitoring is your business strategy, what happens when a customer won’t allow you to connect due to security concerns?  How can you still deliver exceptional service and minimize downtime? 

In this session, we’ll explore best practices for handling common field issues without a live connection, helping to reduce unnecessary returns and maintain customer trust. Some of the topics discussed: 

• Triaging techniques to quickly diagnose and prioritize incoming service calls 
• Setting up customer-assisted remote troubleshooting to walk users through resolutions, step-by-step 
• Equipping field teams with offline support resources and playbooks to drive first-time fixes. 

Grab a seat at the table and take a deep dive with your peers on a topic of interest. This is the perfect opportunity to learn how others are working through challenges and implementing strategies to take service to new heights.   

Table #1: 

Marketing Services That Stick: Acquiring, Retaining, and Growing Your Customer Base 

Adam Hartong 

Head of Global Bioprocess Service 

Eppendorf Group 

Table #2 

Service as a Growth Engine: Cross-Functional Strategies for Customer-Centric Success 

Emrah Ercan 

General Manager 

Honeywell 

Table #3 

Training That Sticks: Building a Continuous Learning Culture  

Alberto Villerreal 

Director of Training and Development 

Comfort Systems 

Table #4 

Implementing AI-Augmented Workflows That Empower (Not Replace) Humans 

Lindsey Strack 

Director of Lifecycle Service Offerings 

Honeywell 

Diane Blair 

Sr. Director 

Honeywell Intelligrated