E2E Service 24/25 Campaign Information

Deadline for submitting commentary: 15.10.24

Synopsis:

This article explores the growing trend of self-service tools in field service operations. It discusses how mobile apps, online portals, and AI-driven support systems are revolutionizing customer engagement by giving customers more control.

The piece will highlight the benefits of these tools in improving customer satisfaction, reducing operational costs, and increasing service efficiency. Real-world examples of successful implementations will be included to demonstrate the impact of self-service on both customers and service providers.

Contributor Questions:

1. How can organizations integrate self-service tools into their field service operations, and what results have you seen that work?
2. What challenges do we face during the implementation of self-service tools, and how can we overcome them?
3. In your experience, how do self-service options impact customer satisfaction and loyalty?
4. Can you share a specific case where self-service tools significantly improved service efficiency?
5. What future advancements in self-service tools do you foresee, and how do you see these being adopted?
6. How can we ensure that self-service tools remain user-friendly and accessible to all customers?

Deadline for submitting commentary: 22.10.24

Summary:

This article explores how IT infrastructure modernization underpins digital servitization. We explore if this is an emerging new fork of the servitization spectrum, or merley a sub-component? It delves into the need for scalable, secure, and flexible IT systems that support data-intensive service models. The article highlights trends like cloud computing, edge computing, and cybersecurity, explaining how they enable more reliable and innovative services.

Key Points:

• The role of modern IT infrastructure in supporting digital servitization.
• Emerging IT trends: cloud, edge computing, and cybersecurity.
• Strategic investments in IT infrastructure for long-term success.

Contributor Questions:

1. In terms of defining digital servitization, where the value is insight leveraged though OEM IP – is this a subset of servitization or an essential component?
2. Should we explore retrofitting ‘dumb assets’ in the install base to provide the data that a servitized business approach demands? How to we measure the cost/benefit equation here?
3. How prepared is the average organisation in terms of having the IT infrastructure to support the demands of servitization?
4. What are the main barriers organizations will face in modernizing IT systems?
5. Which emerging technologies do you see as most essential for future-proofing an IT infrastructure within industrial service?
6. Where would you prioritise technology investment if you were tasked with readying a field service operation for a servitized strategy?

Deadline for submitting commentary: 29.10.24

Synopsis:

This article delves into the importance of personalization in field service operations. It will discuss how companies can leverage data analytics to offer tailored services that meet individual customer needs. The article will explore how personalized interactions can enhance customer loyalty and set companies apart in a competitive market. Additionally, it will cover the tools and strategies that enable effective personalization and provide examples of companies that have successfully implemented these approaches.

Contributor Questions:

1. How can an organization use data analytics to personalize field service interactions?
2. What impact could personalization have on customer retention and satisfaction rates?
3. Can you provide an example of a personalized service strategy that led to a successful outcome?
4. What technologies or tools do you believe will be most effective in enabling personalization in field service operations?
5. How do we balance personalization with privacy concerns, ensuring customer data is used responsibly?
6. What are the next steps for any organization seeking to advance personalization within their service offerings?

Deadline for submitting commentary:  05.11.24

Synopsis:

This article examines the role of predictive analytics in field service management, particularly in preventing equipment failures and reducing downtime.

The discussion will focus on how predictive maintenance allows companies to anticipate issues before they occur, thus improving reliability and customer satisfaction. The article will also highlight the consequences of neglecting predictive tools and provide insights into the technologies that facilitate proactive maintenance.

Contributor Questions:

1. How can predictive analytics change our approach to maintenance and service delivery?
2. Can you share a success story where predictive maintenance prevented a significant issue?
3. What were the biggest hurdles in implementing predictive analytics in field service operations, and how can we address them?
4. How should we measure the ROI of predictive maintenance tools within your organization?
5. What future developments in predictive analytics are you most excited about?
6. How do you ensure the accuracy and reliability of the data used for predictive maintenance?

Deadline for submitting commentary: 12.11.24

Synopsis:

This article explores the transformative impact of AI on field service operations, from optimizing scheduling to enhancing customer interactions. It will discuss how AI-driven tools are being used to improve decision-making, streamline workflows, and provide better customer support. The piece will include examples of companies successfully leveraging AI and insights into the future potential of AI in the industry.

Contributor Questions:

1. How can AI improve operational efficiency in field service operations?
2. What role does AI play in enhancing customer interactions and service delivery?
3. Can you provide an example where AI significantly improved a specific aspect of an organization’s field service delivery?
4. What challenges might we encounter when integrating AI into our operations, and how do we overcome them?
5. How do we ensure that AI tools remain adaptable to changing customer needs and industry trends?
6. What are the next AI innovations you think will shape the industry, and why?

Deadline for submitting commentary: 19.11.24

Summary:

This article focuses on the role of data modernization in enabling digital servitization. It highlights the inadequacy of traditional data management systems in handling modern complexities and why upgrading these systems is essential. The article outlines key steps in data modernization, such as assessing existing infrastructures and ensuring data quality.

Key Points:

• Challenges of traditional data management in the digital age.
• Benefits of modernized data systems for servitization.
• Strategic approaches to data modernization.

Contributor Questions:

1. How critical are excellent data practices when it comes to delivering on the significant commitments that servitization demands?
2. On average how many organisations you come across are working with outdated data infrastructure, and what challenges does this pose for them?
3. What steps are critical to modernize data management systems?
4. In your opinion, what are the most critical factors for a successful data modernization strategy?
5. Can data modernization be an internal project or does it require external expertise?
6. Can data modernization be undertaken in department siloes or does it need to be a companywide initiative?

Deadline for submitting commentary: 26.11.24

Synopsis:

This article addresses the critical need for upskilling the field service workforce in response to digital transformation. It will discuss the growing skills gap and the importance of continuous learning to keep up with technological advancements. The article will also provide insights into effective training programs, tools, and strategies to help companies prepare their workforce for the future of field service.

Contributor Questions:

1. How should we approach upskilling our field service team to meet the demands of digital transformation?
2. What training programs or tools are most effectivethat you have seen? 
3. Can you share a success story where upskilling significantly improved an organizations service operations?
4. What challenges might we face in upskilling our workforces, and how can we address them?
5. How do we ensure that our workforce remains adaptable to new technologies and processes?
6. What should be our future plans for continuous learning and development within your field service team?

Deadline for submitting commentary: 05.12.24

Summary:

This article reviews the landscape of digital servitization and how it shifts business models from product-centric to service-centric. It explores the integration of digital technologies like IoT, AI, and big data into traditional services, enabling businesses to offer sophisticated, data-driven service offerings. The article discusses key drivers behind this trend and its importance for staying competitive in 2025.

Key Points:

• Definition and importance of digital servitization.
• Integration of IoT, AI, and data analytics in advanced service offerings.
• Examples of industries leading the way in digital servitization, and how this is growing traction

Contributor Questions:

1. How is your industry currently embracing digital servitization? Are there any specific challenges you’ve encountered?
2. What digital technologies do you think will have the most significant impact on service delivery in the next few years?
3. Have you seen a shift in customer expectations due to digital servitization? How are you addressing these changes?
4. Which comes first, technology or service strategy?
5. Can advanced services and outcome-based service delivery exist without significant technology investment.