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Copperberg Select Virtual Academy: Achieving Field Service ExcellenceDate: Thursday, 23 April 2026Duration: 90 minutes (10:00–11:30 CET)Excellence in field service demands more than efficiency — it requires innovation, adaptability, and a customer-focused mindset.As service organizations navigate growing complexity, workforce challenges, and rising customer expectations, field operations are becoming a strategic driver of business performance. This Virtual Academy brings together leadership experience, technology innovation, and industry perspective to explore how organizations are building smarter, more resilient service operations.Session 1: Transforming Service with Smart AnalyticsLeveraging connected data to reshape service strategiesConnected assets and operational data are changing how service organizations operate — enabling more proactive decision-making and smarter maintenance strategies.In this Fireside Chat, we explore how analytics is transforming field service in practice, from moving beyond reactive models to improving operational visibility and frontline decision-making.Key themes:From reactive to proactive serviceTurning data into operational insightThe human impact of analytics on service teamsLessons learned from real transformation journeysMatt Rudden, VP Global Lottery Field Services, Brightstar Lottery---------------------------------Session 2: Breaking the Silos in Service: Delivering Faster, Smarter Field Operations Through Connected WorkflowsDisconnected systems and manual handoffs continue to slow service delivery and limit efficiency. As organizations modernize operations, connecting workflows across customer service, field teams, and back-office functions becomes essential.This session explores how integrated platforms and AI-driven workflows enable faster decisions, improved coordination, and more seamless service execution.Key themes:Connecting service across the enterpriseSmarter scheduling and automated workflowsEmpowering technicians with real-time informationImproving customer experience through operational visibilityNeil McGeoch, FSM Sr Advisory Solution Consultant, ServiceNow---------------------------------------------------Session 3 (Power of 50 Highlight)Back to the Future: Have We Learnt Enough? Workforce Transformation and the Future of Field EngineeringField service has evolved dramatically over the past four decades — but today’s biggest challenge is no longer technology alone. It is people.As roles shift from repair-focused technicians to digitally enabled problem-solvers, service leaders must rethink how they attract, develop, and engage the next generation of talent while supporting an experienced workforce through ongoing change.Drawing on decades of industry experience, this session explores what we have learned from past transformations — and how those lessons can help organizations build a workforce ready for the future of service.Key themes:How the role of the field engineer has fundamentally changedBridging generational and skills gaps in service teamsMaking service careers more attractive to new talentSupporting technicians through digital and organizational transformationLessons from the past that can help leaders succeed in the future💡 Why AttendUnderstand how analytics is reshaping modern service operationsLearn how connected workflows improve speed and efficiencyGain insight into workforce transformation and future talent strategiesDiscover practical lessons for building adaptable, future-ready service organizations
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