• Josh Russell, VP, Product Management, Circuitry.ai 
• Dhruv Desai, Solutions Consultant, Circuitry.ai 
• Fred Ritz, Vice President NORAM Field Service Operations, Quadient

Improving resolution speed, first-time fix rates, and technician productivity remains a priority for service leaders, even as the complexity of service environments continues to grow. This executive roundtable will explore how organizations can move beyond traditional knowledge management and point solution AI toward autonomous service and support journeys powered by decision intelligence and AI agents. 

Designed for service and support executives, the discussion will focus on how service organizations can capture value from underused knowledge sources. Participants will discuss how AI can mine this knowledge, identify patterns, and turn it into actionable guidance for support teams, field technicians, parts teams, and service operations. 

Led by Josh Russell, VP, Product Management, and Dhruv Desai, Solution Consultant, at Circuitry.ai, the session will bring an industry practitioner perspective on what it takes to deploy AI in real service environments. 

Learning Objectives 

Join us for interactive discussions and exercises. By the end of the roundtable, participants will be able to: 

1. Understand how to turn service knowledge into decision-ready intelligence 
2. Define the right KPI model for autonomous service journeys 
3. Identify high-value AI agent use cases across the service journey 
4. Evaluate the path from AI assistance to autonomous service execution 

Table #2- Stopping Dispatches Before They Start

• Robert Brown, Regional Manager, Performance Support, Karl Storz North America 
• Brian Bachofner, Senior Vice President Marketing & Business Development, Neuron7.ai 

Karl Storz built structured troubleshooting to guide their field technicians. It ended up doing much more. Their technical support team ran with the same approach and began resolving issues remotely, deflecting dispatches at more than double the goal they set. 

This is the kind of result that raises a question every service leader is sitting with today. What does it really take to make an organization AI ready? Robert Brown of Karl Storz North America joins Neuron7's Brian Bachofner to talk through how they are turning the expertise inside their field and support teams into a foundation they can build on, and why that foundation gives them the confidence to take AI into new parts of the business. 

Bring your own challenges and trade notes with peers working through the same questions 

Table #3- : Learning in the Flow of Work: Best Practices for Building a High-Performing Service Organization  

• Brittany Svab, Business Process Improvement Manager, TD Industries 
• Peter Morgan, Director of Corporate Sales North America, Echo360 

This hands-on workshop helps service leaders move beyond sporadic campaigns and truly integrate service marketing into how their organizations sell, deliver, and support value. Drawing on real-world lessons from Robert Brown, Regional Manager, Performance Support at Karl Storz North America, attendees will learn how to position their technicians and service teams as trusted brand ambassadors, connect service outcomes to compelling marketing narratives, and partner more effectively with corporate marketing to drive measurable growth and loyalty. You'll leave with practical ways to translate day-to-day service interactions into pipeline, renewals, and advocacy. 

• Reframing field service teams as frontline marketers who build trust, drive upsell and reinforce your brand with every visit. 
• Developing simple, repeatable plays to capture service stories, data, and wins and turn them into campaigns marketing actually wants to amplify. 
• Creating a blueprint for aligning service, sales, and marketing around shared metrics so "ad‑hoc help" becomes a sustained growth engine