Field service is shifting fast — from reactive support to a key engine of customer and business value. This discussion explores what is really driving transformation today: changing customer expectations, workforce pressures, AI’s impact on the frontline, and the growing need to deliver more predictable service outcomes.

We’ll look at what’s working, where organizations are still getting stuck, and what leaders need to prioritize to move from individual improvement initiatives towards a more resilient and scalable service model. The conversation will also look ahead at the trends and opportunities most likely to reshape field service over the next two to three years.

Improving individual processes is one thing; creating a service organization that consistently performs as the business grows is another. This session takes a broader view of field service excellence and explores how organizations can connect workforce, processes, data and customer outcomes into a more predictable operating model.

The discussion will examine how leading service organizations are reducing reliance on break-fix operations, improving first-time resolution and technician productivity, and creating greater transparency around the value service delivers. It will also consider what should remain human-led as automation increases — and where technology can remove friction without removing the expertise and relationships that customers value.