It’s that time of year again – time for the annual Field Service event at the JW Marriot Hotel in Palm Springs. Every year, like-minded field service professionals, after-sales service innovators and solution providers come together for the perfect learning and networking environment for organizations looking to advance modern service together.

The event is hosted by Worldwide Business Research, a full-service production company that specializes in bringing together all the industry’s leaders – making it one of the most memorable and impactful events of the year. We’re looking forward to learning more about service and support topics like service revenue, preventative services, connected devices and IoT, customer experience, training and development, workforce management and more.

This morning we’re hearing from leaders at world-class companies such as IFS, Kone, AT&T, ABB, PwC, 3D Systems – all talking about the digitization of field service and the impact of maximized uptime on service organizations worldwide.

Only 4% of service organizations have employed an outcome-based service model.

According to Marne Martin of IFS, only 4% of service organizations have employed an outcome-based service model. But with the emergence of IoT technology, machine learning and AI preventative maintenance advancements, that number is rising. Case in point: Kone is solely focused on solving problems before they happen – preventing downtime, which is ultimately what every customer wants.

And, ultimately, what this all bubbles up to is maximized uptime, or the proactive actions taken to prevent potential product failure. By putting sensors on products, collecting performance data to input into algorithms, and identifying anomalies to find out what will happen with the equipment before it happens – companies are able to do just that.

The main goal here? Challenge the present, lead the future. In order to truly succeed in maximizing uptime, you have to challenge what’s happening now and uncover what solutions will improve future service experiences. Find out what’s critically important to your customers – and then build your solution. Outcome-based service is a great concept, but you have to figure out what outcomes your customers are exactly looking for in order to succeed in this changing service world.


Join us as we live blog our experience during the performance workshops, interactive working groups, and so much more. With nearly a week’s worth of networking, technology and strategy, we’re sure to walk away with some of the best tools in field service support and customer experience today!