George Roberts-Smith

Session Objective  

To explore how field service organizations can leverage data collected from devices in the field to unlock new revenue streams, enhance customer value, and expand their service portfolio beyond traditional maintenance and repair.  

Key Discussion Areas 

• What new service opportunities could emerge if you had predictive insights from connected devices? How might this change your approach to maintenance and customer support?
• How might access to this data influence which services align best with your brand and customer expectations?  
• If you had access to real-time operational data, how might that improve service delivery efficiency and open the door to new revenue streams. How could usage data from devices help tailor service packages, recommend upgrades, or identify upsell opportunities?  
• How could real-time device data support the shift toward subscription-based or outcome-based service models? What pricing, operational, or cultural changes might be needed to make these models viable?  
• How might access to device-level data empower customers to resolve issues independently or access services on demand? What role could self-service play in scaling your service strategy?  
• How could partnerships with OEMs, technology platforms, or other providers help you better utilize field data to expand your service footprint or co-develop new offerings?  

ROOM LEADER

Alice Bowen, Senior Portfolio Manager, Connected Products, LexmarkAlice Bowen, Senior Portfolio Manager, Connected Products, Lexmark

TABLE 1 FACILITATOR

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

TABLE 2 FACILITATOR

Andrew Dagger, Head of Customer Operations, EMEA West and Turkey, 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