• Translate service capabilities into outcomes customers will pay for by reframing technical excellence into uptime, efficiency, sustainability, and risk-reduction outcomes
• Build standardised yet flexible value propositions that can be consistently delivered across markets, languages, and maturity levels without losing relevance
• Embed value-based thinking into sales, pricing, and packaging with tools, narratives, and pricing models needed to sell service based on outcomes
• Make service value visible throughout the customer lifecycle through data, reporting, and proactive communication to show customers the value being delivered
• Shift customer mindsets from transactional service to strategic partnership with engagement models that position service as a lever for operational improvement, not just issue resolution 

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