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

In many organizations, contact and support centers still operate on legacy scripts, static FAQs, and disconnected ticket systems, forcing agents to chase information and hand work off multiple times before a job is done. This panel brings together leaders who are using AI powered knowledge bases, workflow automation, and integrated field service platforms to give agents a single view of the customer, asset, and work order—and to guide them step by step from diagnosis to dispatch to closure. Speakers will discuss how they curate and govern knowledge so answers stay trusted. Attendees will hear where digital transformation has truly reduced handle time, repeat calls, and fallout in the field—and where cultural and process change has been just as important as the tech

• Designing and maintaining a knowledge layer that supports agents and customers across channels while directly linking into work order, scheduling, and asset systems
• Developing best-in-class change management practices—governance, training, and metrics—that build agent trust in new tools and ensure knowledge and digital capabilities actually get used in daily operations

• Explore proven channels for sourcing higher caliber talent.
• Learn how to position service careers to veterans and students.
• Partner with schools, the military, and trade programs at scale