As more field service teams adopt proactive and predictive capabilities, traditional time and materials contracts increasingly clash with what customers actually value: guaranteed outcomes, simple pricing, and less downtime. This panel brings together leaders who have launched uptime as a service, tiered subscription bundles, and "equipment as a service" or rent a product offerings, and who are wrestling with the operational, financial, and cultural changes required to make them profitable.

• Deciding when to move beyond time and materials using asset data, and customer expectations to identify where outcome, subscription, or rent-a-product models make economic sense
• Structuring practical price models, including how to define outcomes, set SLAs, bundling services and parts, and price risk
• Making organizational changes required to make these models work in the real world, from aligning sales incentives and service operations to upgrading data so you can deliver and prove the promised outcomes

Warranty is often one of the most manual, opaque parts of the service experience—full of paper forms, policy exceptions, and frustrated customers waiting for decisions. In this session, Kevin walks through how his team is applying AI to streamline claim intake, categorize and validate requests, detect potential fraud, and surface product quality insights back to engineering. He will share lessons on integrating AI with existing warranty and parts systems, deciding which claims to auto approve versus escalate, and bringing dealers and distributors along so automation feels like an upgrade, not a loss of control.

• Learning how AI can automate claim triage, validation, and routing so straightforward cases are handled in seconds while complex issues get focused expert attention
• Combining AI decisioning with human review to protect policy compliance, reduce leakage and fraud, and keep customers informed throughout the claim
• Identifying ways to turn warranty data into a continuous improvement engine, using AI driven analytics to spot failure patterns, inform product changes, and forecast warranty costs more accurately