Copperberg Select: Outlook of Major Service Trends in 2026

Copperberg Select: Outlook of Major Service Trends in 2026

📅 11th of December 2025 | 🕙 10:00–11:50 CET

The service and aftermarket landscape is evolving faster than ever — shaped by shifting customer expectations, breakthrough technologies, and the rise of outcome-based business models. As we look ahead to 2026, service leaders must anticipate and adapt to these changes to stay ahead of the curve.

This Copperberg Select Virtual Academy brings together three future-defining perspectives — exploring how the service-oriented B2B buyer is reshaping the industry, how agentic AI is transforming operations, and how the technician's role is evolving and becoming a core pillar of focus. Join us to gain the strategic foresight you need to guide your service organization into the next era.

Session 1: Fireside Chat: Service as a Growth Engine – A Marketing Perspective

In this opening conversation, we sit down with Burcu Sen, Global Head of Services Marketing and Portfolio Standards Lead, Philips to explore the evolving role of service in driving growth.

Together, we’ll discuss how service business models are shifting, when servitization strategies truly make sense, and how data and digital tools are unlocking new opportunities. Expect insights on customer-centric transformation, building resilient service operations, and the talent and capabilities needed to succeed in this new era.

Session 2: Fireside Chat — Driving Service Innovation at the Intersection of AI and Human Expertise

The most disruptive trend shaping 2026 will be the rise of Agentic AI — intelligent systems that not only analyze but also act. In this fireside chat, we’ll explore how agentic AI is changing the rules of service operations: proactively dispatching resources, resolving issues before they occur, and augmenting human decision-making with real-time intelligence.

But agentic AI isn’t about replacing people — it’s about amplifying them. We’ll discuss together with Friederike Mundt, Product Marketing Expert, SAP, how this technology empowers frontline teams, accelerates response times, and enhances customer-centricity by enabling smarter, faster, and more autonomous service.

Session 3: Fireside chat: Technician Empowerment in the 2026 Service Landscape

The role of the field technician is undergoing one of the most significant transformations in the service and aftermarket space. As we move toward 2026, technicians are no longer just problem-solvers — they are trusted advisors, data-driven decision-makers, and key contributors to uptime and customer success.

In this session, we have a candid conversation with Jodie Velasquez, President Parts & Services APAC, Epiroc, and we’ll explore how shifting customer expectations, digital tools, AI-driven insights, and the rise of outcome-based service models are reshaping frontline work. We’ll discuss how organizations can better equip, support, and develop their technicians, and why empowering the field force has become essential for delivering predictable results and maintaining competitive advantage.

Jodie Velasquez will share how Epiroc is investing in skills, technology, and continuous learning to elevate technician performance — and what capabilities will define the technician of the future.

💡 Why Attend

Explore three key trends that will define the service landscape in 2026.

Learn directly about future of Agentic AI in service operations.

Understand how evolving customer expectations and outcome-based business models are reshaping competitive advantage.

Gain strategic insights to guide your organization into the next era of service.

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