Here's What Speakers Said at Field Service Palm Springs 2025—and What to Expect from Them Next
The Field Service Palm Springs 2025 event brought together industry leaders who shared valuable insights on transforming service operations. As we look ahead to Field Service East 2025 in Orlando this August, many of these same experts will return with fresh perspectives and new strategies.
Below, we’ll explore what the top leaders in the field service industry discussed in Palm Springs, as well as what they're planning to share next.
If you’d like to learn more about the attendees of the next Field Service event, download the attendee list today. To learn more about the top insights revealed at Field Service Palm Springs this year, download the After the Event report.
Jessica Murillo, VP Chief Operating Officer Technology Lifecycle Services, IBM
Murillo made multiple appearances at Field Service Palm Springs 2025, showcasing IBM's massive scale in supporting over 14,000 customers across 140 countries with 13,000 support specialists.
In one panel, she shared how IBM streamlined operations by consolidating over 100 different platforms into a single Salesforce-based system. Her most compelling example demonstrated how this standardization enabled IBM to deliver consistent service experiences globally—whether supporting a bank's operations in Asia, North America, or Europe.
She discussed the importance of building solid foundational infrastructure rather than chasing flashy technologies.
What's Next at Field Service East 2025
Jessica Murillo will participate in Day 2 integration panels and discussions on "Integrating Remote Diagnostics with Field Service Management Platforms.” Her expertise in large-scale technology consolidation and global service delivery will be invaluable for organizations looking to scale their operations effectively.
Mike Mills, Vice President, Third Party Operations, Dish Network
At Field Service Palm Springs 2025, Mills participated in efficiency-focused panels where he discussed Dish Network's complex service landscape. He explained how Dish technicians now handle multiple service types—from traditional satellite TV to cellular tower maintenance and retail cell phone services—often all on a single route.
His insights into managing this diverse service portfolio while maintaining quality and efficiency impressed attendees.
Mills highlighted the challenge of training technicians for varied service events, especially in rural areas where certain service calls might only occur monthly. He discussed exploring AI tools and chatbots to provide real-time refresher training to technicians in the field.
What's Next at Field Service East 2025
Mike Mills will join the panel on "Creating a Customer-Centric Service Culture" in Track B Workshop 8. Given Dish's complex service model, his perspectives on maintaining customer focus across diverse service lines will provide valuable insights for organizations managing multiple service offerings.
Greg Parker, Vice President Life Cycle Solutions, Johnson Controls
Parker delivered a keynote at Palm Springs titled "Moving Beyond the Hype: How to Use AI as a Human Enabler to Improve Customer and Enterprise Outcomes.” He emphasized the importance of defining clear outcomes before implementing AI solutions, whether that's faster response times, enhanced system uptime, or reduced false alarms. Parker stressed that human oversight remains essential for accuracy and customer satisfaction.
His presentation included practical implementation steps, focusing on collaboration between facility management and IT teams, thorough cybersecurity assessments, and proper team training. He shared real-world examples from Johnson Controls' security and HVAC operations, including their Open Blue connected security platform.
What's Next at Field Service East 2025
Greg Parker will be participating in the "Ask the Experts Wrap-Up” panel on Day 3 of Field Service East 2025, a session designed to synthesize the conference’s key insights and provide actionable guidance for the future of field service.
This expert panel will bring together leading voices in field service management to reflect on the industry’s rapid transformation and chart the path forward. The discussion will focus on the most significant trends, persistent challenges, and emerging opportunities shaping the future of aftermarket operations—including the complexities of parts, pricing, and warranty management.
Key topics will include the impact of technology on service delivery, the critical need for skilled workers, insights into leveraging AI for smarter management, and preparing for the future of field service.
Travis Riley, Director of Commercial Service, JR Hobbs
Riley participated in customer-centric service discussions at Palm Springs, contributing to panels on creating customer-focused service cultures. As part of JR Hobbs' commercial service team, he shared insights on balancing efficiency with customer relationship building.
His contributions focused on how service organizations can move beyond transactional interactions to build lasting customer partnerships.
Riley's expertise in commercial service operations provided practical perspectives on managing customer expectations while maintaining operational efficiency in complex service environments.
What's Next at Field Service East 2025
Travis Riley will participate in Track B Workshop 8's panel on "Creating a Customer-Centric Service Culture.” His experience in commercial service will be valuable for organizations looking to strengthen customer relationships while maintaining operational efficiency.
Bruce Nelson, Vice President Strategic Initiatives, HYTEC Dealer Services Inc.
At Field Service Palm Springs 2025, Bruce Nelson spoke as part of a panel called "Fire Them Up Fast: Engaging New Hires Within the First Few Months or Risk Losing Them.” The panel discussed methods of keeping new hires engaged after being accepted into field service roles.
Some of the tactics presented included pairing recruits with mentors, providing them with a mix of administrative and hands-on tasks to foster purpose, and identifying their motivations for the work they do. One of the most noteworthy suggestions was that technical training should be balanced with soft skills.
"As soon as someone comes into our company, we must understand what really matters to them, personally,” said one panelist. "Provide them with a personal mission, so they can find something in our organization they care about.”
What's Next at Field Service East 2025
Bruce Nelson will participate in Day 3's panel on "Optimizing Depot Repair for Profitability and Customer Satisfaction". Given HYTEC's expertise in technology repair and aftermarket support, his insights will be valuable for organizations looking to improve their depot repair operations and maximize profitability while maintaining customer satisfaction.
Rajib Bora, VP Field Service, Freudenberg e-Power Systems
At Field Service Palm Springs 2025, Rajib Bora discussed how Freudenberg e-Power Systems is leveraging AI to enhance battery management for large-scale transportation applications. This effort has become critical as production ramps up from 400 megawatt-hours to 3 gigawatt-hours annually.
He explained that battery misuse can lead to hazardous thermal runaway events. He also emphasized the company's shift from a reactive service model—where technicians manually analyze data after incidents—to a more proactive approach.
"Currently, I call it a reactive model: A problem happens, somebody calls us, we go and look at the historical data, and we make some judgment,” said Bora. "In the future model, we want to warn the customer about the state of battery health before it happens."
In the new model, AI continuously monitors battery management systems to detect anomalies and predict failures. This AI-driven strategy not only optimizes labor usage by automating routine monitoring tasks but also significantly enhances technician and customer safety by preventing potentially catastrophic incidents.
Bora recommended deploying AI for continuous operational data analysis, automating repetitive tasks to free up technical experts, setting clear safety thresholds for AI alerts, and gradually introducing automation to allow for adaptation and improvement of monitoring algorithms.
What's Next at Field Service East 2025
Rajib Bora will present during Day 1's lunch session on "The AI-Powered Service Revolution.” His expertise in field service leadership at Freudenberg e-Power Systems will provide valuable prospective views on how AI is transforming service operations in the power systems industry.
Len Vanderhulst, Former SVP Global Service, Eppendorf
At Field Service Palm Springs 2025, Vanderhulst moderated several key panels focusing on organizational transformation. He led discussions on how organizations can change their culture to improve operations. In the session, "How to Seismically Change the Culture of Your Service Organization and Teams," he emphasized the critical role of employee engagement in driving company success.
Vanderhulst also moderated the "Personalization and Contextualization" panel, where he advocated for moving away from one-size-fits-all service approaches.
His key message centered on the need for service organizations to provide customers with exactly what they need, rather than just what's available in their standard toolkit. He stressed that both customers and consumers expect more personalized service experiences.
What's Next at Field Service East 2025
Sessions that will include Len Vanderhulst aren't clearly outlined in the current agenda. However, his expertise in cultural transformation and service personalization will likely continue to be valuable themes throughout the event.
These Field Service Leaders Deliver Innovative Solutions to Diverse Challenges
These field service leaders represent the diverse challenges and innovative solutions driving our industry forward. From IBM's global standardization efforts to Dish Network's multi-service complexity, their Palm Springs insights demonstrated that success comes from balancing technology advancement with human-centered service delivery.
Their upcoming presentations at Field Service East 2025, happening from August 25th to 27th at JW Marriott Orlando Grand Lakes, promise to build on these themes with fresh perspectives on AI implementation, customer-centricity, and operational efficiency. Whether you're looking to transform your service culture, optimize depot operations, or implement AI solutions, these industry veterans will provide the practical insights needed to drive your organization forward.
Don't miss the opportunity to learn from these proven leaders. Download the agenda and register for Field Service East 2025, so you can join the conversation that's shaping the future of field service.