The role of the technician is evolving from reactive problem-solver to strategic enabler of service growth, driven by AI, digital tools, and predictive analytics. Panellists will explore how technicians can leverage AI to move beyond routine fixes, contribute insights that shape service offerings, and play a critical role in delivering customer value. Find out how AI and digital services empower field teams to work smarter, make data-driven decisions, and elevate the customer experience, while also creating new opportunities for career growth and professional development. Hear emerging best practices to help transform the service workforce into a strategic asset, including:

• Unlock high-value work by using AI to automate routine tasks, allowing technicians to spend more time solving complex problems and driving customer impact
• Transform insights into action by capturing technician knowledge to improve service offerings, optimise outcomes, and influence product development
• Develop future-ready skills by identifying and building the capabilities that position technicians as strategic, customer-focused contributors
• Enhance customer experience by enabling technicians to deliver proactive, predictive, and personalised service interactions
• Drive measurable business growth by empowering technicians as strategic contributors who increase efficiency, uptime, and customer loyalty 

This session focuses on how service leaders can develop and deliver training programs that equip their teams for evolving roles, emerging technologies, and customer-focused outcomes. Explore strategies for strengthening internal training, capturing and sharing knowledge, and making field service roles more attractive and impactful. Walk away with actionable insights on bridging skills gaps, increasing billable hours, and aligning workforce development with business growth. 

• How do we identify the most critical skills to train on today, and how do we prepare our workforce for the evolving demands of service delivery?
• How can we extract tacit knowledge from experienced technicians and translate it into accessible training content, digital tools, or AI-driven models?\
• What are effective approaches to help employees transition to new ways of working, and how do we decide who can move into more advanced or strategic roles?\
• How do we measure, track, and continuously improve technical competence across service teams to ensure consistent delivery and career progression?
• How can we make field service roles more attractive to younger talent while addressing work-life balance, career development, and professional growth?