A Day of Discovery and Insight

September 13, 2016


If Day 1 of EMS Live! 2016 was an appetizer of training and networking sessions, then Day 2 was the first entrée: a plate overflowing with outstanding keynotes, insightful product presentations, and real-world customer case studies.


Opening the day with the theme of positive change, EMS CFO Rob Gaffney and VP of Customer Engagement Jacob McNulty outlined the ways in which EMS has been investing in a customer-first approach. Through increased staffing, improved back-end processes, ongoing customer surveys, and user-friendly support technologies, EMS is well on the way to providing the best possible customer experience.


Next, EMS VP of Product PG Bartlett and VP of Product Management Akshay Mahajan co-presented “Delivering Value with Every Release,” an engaging product overview of what we’ve achieved since last year’s event and what we plan to accomplish before we reunite in 2017. PG and Akshay announced the launch of Cloud Services for EMS and provided a tantalizing glimpse into the Spring 2017 release, which will include at least these four components:

  1. EMS Room Sync to Microsoft Exchange
  2. A faster and easier-to-use EMS Room Sign App
  3. Enhancements to the User Experience (UX) of EMS Web App and EMS Mobile App
  4. Easier integrations with a new RESTful API


The rest of today was a packed schedule of plenary and breakout sessions on everything from what’s new in EMS for Outlook to how to use utilization reports to maximize limited space. Highlights included Katherine Gates, Senior Director of Planning and Administrative Initiatives, Faculty of Arts and Sciences at Harvard University, who discussed how the university is using space management to address key revenue, cost, and demographic trends in higher education. And from a corporate perspective, Chris Higgins, Commercial Analytics Director for Worldwide Real Estate & Facilities at GSK, described how GSK successfully deployed Customer Effort Scoring (CES) to best understand and improve the effectiveness of services and facilities management.

The JW Marriott was a buzz of activity. Attendees gathered in corners, on couches, and at counters to openly share their experiences with EMS software with their old friends and industry peers. The Meet. Play. Learn area at the center of the main hall was a main draw, with back-to-back meetings and technical sessions with the EMS professional services team.


And then, when the day couldn’t get any better, we capped it off in style with the elegant, French-themed En Blanc Party. Everyone donned their favorite white cocktail outfits and celebrated outside under the stars with gourmet food, custom drinks, and the lively music of Urban Electra, an electric string quartet.