This workshop is designed for service leaders who have lived through painful rollouts and want a more deliberate, repeatable way to get technology changes right. Using real-world implementation patterns from field service organizations, the workshop will demonstrate how readiness assessments and intentional change design can turn risky deployments into staged, manageable transitions that technicians, dispatch, and customers can support.

• Diagnosing why past tech projects underdelivered
• Using readiness tools to time and sequence new rollouts
• Creating a readiness assessment tool to decide if you should proceed, and to phase, time, and sequence new technology rollouts for maximum adoption

Many service organizations have built impressive capabilities in field service, remote support, and lifecycle offerings—but customers still struggle to understand what they’re actually buying and why it matters. As more teams invest in dedicated service sales but lag on service marketing, the gap between delivery and communication has become a critical barrier to growth. This session will show how to coordinate services marketing across product marketing, service operations, and sales so customers hear a single, clear story about value—outcomes, uptime, risk reduction, and total cost of ownership.

• Building a unified service value story
• Coordinating marketing across teams and channels
• Turning customer interactions into positive communication and value opportunities