George Roberts-Smith

Session Objective: To explore how field service organizations can use data from connected devices in the field to create new sources of revenue, deliver more value to customers, and expand their services beyond traditional maintenance and repair.

Key Discussion Areas

• How could your approach to maintenance and customer support improve by using connected device data? Could this help deliver services more efficiently or scale your operations
• How could real-time data about how equipment is used or how it performs help you develop new revenue streams or business models? Examples might include; tailored service packages, equipment upgrade recommendations, and opportunities to sell additional services or products.
• What changes would your organization need to make to support these new business models? Consider pricing strategies, internal processes, and customer expectations.
• How has your organization overcome obstacles in leveraging data from machines in the field? Examples might include; connectivity issues, data security concerns, poor data quality, or difficulty in turning data into actions.

ROOM LEADER

Alice 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