Emrah Ercan

AI is already reshaping how frontline and field teams operate. But many organizations are still in the early stages of defining new skill needs and delivering effective training. No matter where you are in this journey, one thing is clear – the time to act is now. 

In this session, hear from service and support leaders who will share how they’re upskilling teams to utilize next gen technologies – and then turn the spotlight on you!  Be prepared to answer questions and share your perspective as the panel taps audience insights.  You’ll learn about: 

• Mapping AI tools to day-to-day responsibilities in the field and support roles 
• Reskilling strategies that are sticking – and why they’re working 
• Securing stakeholder buy-in to scale your upskilling efforts faster 
• Utlizing AI tools to drill down to agent level with a quick glance of their calls to figure out where the gaps are 

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