London FoFS | Future of Field Service

Register Now for the Future of Field Service Live Tour: London Event

Future of Field Service is hosting its first-ever global live tour, and on May 5th we will be at our second stop, in London. This event is an opportunity to step away from the daily chaos, to connect with like-minded individuals, to hear the real-world perspectives of local leaders on a variety of timely topics, and – last, but not least – to have some fun!


10:00 – 10:30: Welcome, Introduction, State of the Industry

Hosted by Sarah Nicastro

10:30 – 11:10: The Advanced Services Group at Aston Business School | Embracing the Advanced Services Continuum

Conversation with Tim Baines of The Advanced Services Group at Aston Business School: Embracing the Advanced Services Continuum  

Overview: Professor Tim Baines holds the Chair in Operations Strategy at the Aston Business School, Birmingham, and is the co-founder of the Advanced Services Group (ASG). ASG is an international leader in research that provides executives with the knowledge, frameworks and tools that allow them to understand, evaluate and accelerate the adoption of high-value service-based business models within their organisations. 

Tim and Sarah will discuss the state of advanced services adoption, opportunities that exist, challenges companies commonly face on the journey, and advice for shaping your advanced services strategy.  

11:10 – 11:50: Baxi Heating UK Ltd | Bringing Heat-as-a-Service to Life

Conversation James Galloway, Head of Product Marketing – Commercial UK&I at Baxi Heating UK Ltd: Bringing Heat-as-a-Service to Life

Overview: James Galloway, Head of Product Marketing – Commercial UK&I Baxi Heating UK Ltd of Baxi, along with Iain McKechnie, Director of Strategic Programmes at The Advanced Services Group join Sarah to share a real-world look at the advanced services journey. James discusses the company’s journey to providing heat as-a-service and Iain gives advice on what it takes for organizations to navigate such a change.


James also speaks to how this evolution benefits Baxi’s customers and the company itself, but perhaps even more importantly – the environment. With environmental concerns top of mind, we’ll discuss how as-a-Service can play an integral part in sustainability objectives.

11:50 – 12:30: Cubic Transportation Systems | What it Takes to Succeed at Outcomes-Based Service

Conversation with Mike Gosling, IT Service Platforms Manager at Cubic Transportation Systems: What it Takes to Succeed at Outcomes-Based Service 

Overview: Cubic Transportation Systems (CTS) produces and markets public transport fare reading and payment systems for the transportation industry around the world, including Transport for London. CTS has successfully migrated to an outcomes-based service model with the help of AI.  

Mike will share key aspects of the transformation, including the importance of change management, tips for success with AI-based tools, and the role of continuous improvement.  

12:30-13:30: Lunch and Networking

13:30 – 14:00: Genius Sports | How the Principles of Great Field Service Apply to the Sports World

Conversation with Neil Taplin, Executive Director of Operations at Genius Sports: How the Principles of Great Field Service Apply to the Sports World

Overview: Neil, who has experience leading field service operations at companies like Virgin Media and Arqiva, has taken his expertise to the sports industry in his role as Executive Director of Operations at Genius Sports. As he’s found, what makes field service excellent applies in the sports world, too.

In this conversation, Neil and Sarah will discuss some of the key elements of field service excellence and how they play an important role not only in traditional field service organizations but beyond.

14:00 – 14:45: Waterlogic International & Edwards Vacuum | Panel Discussion: Setting a Foundation for Transformation Success

Panel Discussion: Setting a Foundation for Transformation Success with Robin Butler, Group Field Service Director at Waterlogic International + Karl Lowe, Head of Global Field Service Operations at Edwards Vacuum

Overview: Robin and Karl speak to what it takes to set a strong foundation for successful service transformation and growth. What are some of the steps that you should take in your transformation planning and early stages to set your organization up for success with your innovation, digital transformation, and service growth initiatives? Panelists share personal experiences, lessons learn, and advice.

14:45 – 15:30: Fujitsu and Fives Cryomec AG | Panel Discussion: Strategies to Address the Skills

Panel Discussion: Strategies to Address the Skills Gap with Newland McKelvey, Core Delivery Director at Fujitsu + Nicolas Teyssot, Global Customer Service Manager at Fives Cryomec AG

Overview: Panelists share their perspectives on what to consider when working to address the skills gap, including the employee value proposition, career development, the role of technology, and more

15:30 – 16:00: Summary Discussion and Key Takeaways

All speakers join Sarah for an open-forum panel discussion that attendees will be invited to participate in. The speakers will recap some of the key points of the day, offer final words of wisdom, and you will be welcomed to ask any additional questions you have as well as weigh in with your own thoughts.  

16:00 – 18:00: Happy Hour

Let’s take the opportunity we’ve all truly missed to network, socialize, and share in some food and drinks!  

Location and Timing

Venue: Arboretum

Address: Arboretum, Charing Cross Road, 2A, London, WC2H 0HF

Timings: 10:00-18:00pm

Important Information

Language: The event will be in predominantly English

Refreshments: Food and drinks will be provided

Access: Event can be accessed via. Leicester Square Tube Station (200 yd)