Our team flew to sunny Palm Springs for the annual Field Service USA conference, where service leaders and solution providers mingled and shared ideas on the future of the industry. As always, the content and conversations reflected what’s top of mind for service organizations.
This year, one theme stood out clearly: AI is no longer a buzzword or experiment—it’s becoming a practical tool that service teams want to use to solve real business problems. From cutting through system complexity to making smarter decisions with data, the mood has shifted from “if” to “how.”
We gathered takeaways from several members of our team. Here’s what they noticed on the ground.
Daniel Shearly, Senior Vice President of Product
“Agentic AI was a big theme this year —and while adoption still feels early, the potential is clear. We’re heading toward a future where systems don’t just analyze data but take action on it. For service teams, that could mean faster decisions, fewer manual steps, and a whole new level of efficiency.”
Mick Naughton, Client Executive
“The attitude toward AI in the service organization has definitely shifted. Last year, people were more skeptical and not clear on where to start. Now, there’s real appetite for seeing what’s possible, and more willingness to give it a try. Suddenly, companies are looking to AI to solve problems they didn’t even think of as AI problems before.”
Nate Corder, Vice President of Sales, North America
“AI is definitely starting to feel more real—it’s no longer treated like a science project. What stood out, though, was that the conversation wasn’t just about filling manpower gaps this year. Retaining and supporting the existing team is more of a priority. More teams are seeing AI as a way to work smarter, not just harder—and that’s a big shift from where we were even a year ago.”
Nicole Palma, Client Executive
“A lot of people we spoke with were drawn to the idea of a single platform that connects ERP, CRM, and FSM. Businesses are getting frustrated with not being able to make decisions or move fast enough because their tech stack is built for operations but not for insight. There’s clear interest in solutions that cut complexity and bring everything together in one place.”
John Gilbo, Sales Leader
“Teams have a lot coming at them right now, and you can feel the pressure. A lot of folks I spoke with are being asked to bring in AI—but they’re not always sure where it fits or how to get started. They have a clear sense of where the business pain is but want more guidance on how AI can map to those areas.”
Tim Skaar, Director of Solution Consulting
“Economic uncertainty is a big underlying theme, so a lot of companies are in wait-and-see mode, but others see this as a time to change how they do things so they can thrive despite any instability. Bringing data together—and using AI to unlock its value—is what’s going to help companies stay resilient when things get turbulent. It’s not just about reacting anymore; it’s about making smarter, more strategic decisions with the vast amounts of data they’ve been sitting on.”
Donovan Welsh, Sales Development Representative
“There were a lot of vendors saying the same things—everyone is talking AI and big data— but the people we talked to just wanted real, practical answers. ‘How can I get better visibility? How do I make this easier for my team?’ That’s what they cared about.”
One thing became clear across all the conversations: service organizations are no longer asking whether AI matters. They’re asking how to make it work for them. Across the floor, AI was everywhere—but not in a gimmicky way.
Companies are hoping it can finally help make sense of the mountains of service data they’ve been sitting on, reduce tech stack complexity, and turn siloed insights into meaningful action.
The real challenge isn’t about collecting more data. It’s about unlocking that data to drive growth, strengthen resilience, and deliver better outcomes for both customers and the business. The companies that succeed will be the ones who move beyond the hype, using AI to power smarter decisions, more agile service delivery, and innovation that lifts the bottom line.
Visit https://www.syncron.com/upcoming-events/ to see where you can find Syncron next.