Alice Bowen

Session Objective

To explore innovative, non-traditional strategies that field service organizations can adopt to expand their service offerings, enter new markets, and generate incremental revenue beyond core maintenance and repair.

Key Discussion Areas

• What adjacent services (e.g., consulting, training, remote monitoring) have you explored or implemented, and how do you evaluate which services best align with your brand and customer expectations?
• Have you experimented with subscription-based or outcome-based service models? If so, what pricing, operational, or cultural shifts were required to support them?
• How are you using digital tools (apps, portals, AI chat, etc.) to create new revenue
• What role does self-service play in your expansion strategy?
• Have you partnered with other providers, OEMs, or tech platforms to expand your service footprint? 

ROOM LEADER

Demetrios Karathanasis, Global Portfolio Director, AI & IoT Solutions, Lexmark

TABLE 1 FACILITATOR

Alice Bowen, Senior Portfolio Manager, Connected Products, Lexmark

TABLE 2 FACILITATOR

Neil Feldman, Director, Optra AI & IoT Sales, Lexmark

TABLE 3 FACILITATOR 

George Roberts-Smith, Group CEO, McFarlane Telfer/ MCTF 

TABLE 4 FACILITATOR 

Martin Ebel, Digital Service Expert, Becker

*For service practitioners only please