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Copperberg Select Virtual Academy: Achieving Field Service ExcellenceDate: Thursday, 8 October 2026Duration: 90 minutes (10:00–11:30 CET)Excellence in field service demands more than efficiency — it requires organizations to rethink how people, processes and technology come together to deliver value.As installed bases grow, experienced resources become harder to replace, and customer expectations continue to rise, field service organizations are under pressure to become both more productive and more predictable. At the same time, AI and automation are opening new possibilities for how work is planned, executed and continuously improved.This Virtual Academy brings together leadership perspectives, practical transformation experience and technology innovation to explore what field service excellence looks like today — and how organizations can move beyond incremental efficiency gains towards smarter, more resilient and increasingly autonomous service operations.Session 1 | Fireside chatDriving Service Transformation: Challenges, Opportunities and What’s NextField 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.Session 2 | Keynote presentationYour Best Planner Should Not Be PlanningDaniel Schwarz, Co-Founder and Managing Director, osapiens AssetOps GmbHField service organizations face a difficult equation: the installed base is growing, customer expectations are rising, and experienced technicians are becoming harder to replace. Yet too much capacity is still lost to coordination, information search and plans that break during the day.Most OEMs have invested in digital planning, mobile applications and route optimization. But the operation often still depends on a few people who know which technician to send, which customer cannot wait and where the right part is.Your best planner holds the service operation together in their head. That makes them indispensable. It also makes them the bottleneck.This session explores how Co-Pilots and AI agents can support a more autonomous service operation, from request triage and planning to technician support and follow-up actions. The key question is no longer how to build a better schedule, but how much routine coordination should remain a human task at all?Session 3From Field Service Efficiency to Service Excellence: Building an Operation That Performs at ScaleImproving 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.💡 Why AttendUnderstand what is driving field service transformation and where organizations are focusing nextLearn how AI and automation can reduce coordination and improve service executionGain insight into building more predictable, scalable and resilient field operationsDiscover practical approaches to improving productivity while strengthening customer and business value

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