In 2018 we explored how service organizations could find the voice of the customer and commit to exceeding customer expectations to increase financial performance.

We looked at how the The Internet of Things could activate democratized, preventive, proactive, prescriptive preventive, reactive service to customer. We delved into how device connectivity, Augmented Reality and Artificial Intelligence deeply transformed the entire service lifecycle into a series of high-precision automatism with limited down-time and strategically engineered reactions and operations.

In 2019, and for the 4th edition of the Field Service Summit, we will examine how service organisations can move from selling product & solutions to selling capabilities and outcome.