Marc Guthrie

What happens when AI doesn’t just support service but acts on it? Join this forward thinking session as we explore the emergence of Agentic AI in field operations and its ability to autonomously perform research, identify parts and equipment, and deliver troubleshooting procedures in real time. Learn how leading edge organizations will be leveraging Agentic AI within Enterprise Remote Visual Guidance (ERVG) to reduce resolution times, improve first time fix rates, and elevate customer satisfaction. You’ll also get an exclusive look at Help Lightning running on Apple Vision Pro your first glimpse into what the ultimate expert workstation looks like. This session is ideal for leaders looking to augment their teams, optimize service delivery, and future proof their operations.

In today’s rapidly digitizing service landscape, finding the right balance between technological efficiency and genuine human connection is more critical than ever. This expert panel brings together leaders from across the service industry to explore how organizations can harness the power of automation while preserving the personal touch that builds lasting customer relationships. Drawing on their collective experience, the panelists will share practical approaches for integrating advanced technology with emotionally intelligent service delivery.

Key Takeaways:

•  Discover how leading organizations are designing service models that combine the speed and scalability of AI with the empathy and critical thinking of skilled human agents.
•  Learn why emotional intelligence is a cornerstone of exceptional customer service in the digital age.
• Explore how customer feedback and behavioral data can be leveraged to continually refine the balance between automation and human interaction. 

As the conference draws to a close, the “Ask the Experts Wrap-Up” panel brings together leading voices in field service management to reflect on the industry’s rapid evolution and chart the path forward. Panelists will share their perspectives on the most significant trends, persistent challenges, and emerging opportunities shaping the future of field service. The discussion will spotlight how technologies like AI, IoT, and mobile solutions are not just transforming service delivery, but also redefining customer expectations, workforce strategies, and operational efficiency.

Panelists will address the impact of a shrinking skilled workforce, the ongoing need for digital transformation, and the rise of automation and predictive maintenance. They’ll offer practical insights into how organizations can leverage AI for smarter scheduling and asset management, use IoT for predictive service and real-time diagnostics, and implement mobile-first solutions to empower technicians and enhance customer experiences. The conversation will also touch on the importance of continuous learning, cybersecurity, and sustainability as key pillars for future-ready field service organizations

Key Takeaways:

• Embrace emerging technologies-Integrate AI, IoT, and mobile platforms to automate workflows, enable predictive maintenance, and deliver faster, more proactive service that meets rising customer expectations
• Prioritize workforce development-Invest in recruiting, upskilling, and supporting technicians with digital tools and knowledge-sharing platforms to address talent shortages and maintain high service quality
• Build operational resilience-Adopt flexible, data-driven strategies to navigate complexity, ensure cybersecurity, and drive sustainable growth in a rapidly changing field service landscape