Advanced services remain one of the biggest growth opportunities for manufacturers, but turning potential into profitable, repeatable revenue is easier said than done. As customers gain more choice and expectations continue to rise, service leaders must rethink how they create value, generate demand, and scale delivery. Drawing on a current research study and real-world experience, this session explores the key practices separating organisations that are successfully growing advanced-service revenue from those struggling to gain momentum.

• Build a compelling value proposition that customers clearly understand, value, and are willing to invest in
• Explore the commercial models that successfully generate demand for advanced services rather than simply capture existing opportunities
• Embed scalability from the outset through repeatable sales, delivery, and operational processes
• Identify where advanced-service growth efforts most commonly stall and how successful manufacturers overcome these barriers
• Benchmark your approach against the practices of organisations achieving sustainable advanced-service growth

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 

Delivering consistent, customer-focused service at scale depends on turning operational and device data into actionable strategies that empower teams and optimise resources. This panel brings together service leaders to discuss the practical strategies for optimising service delivery across diverse products, geographies, and legacy systems, while empowering technicians, streamlining operations, and improving customer outcomes. Find out how to scale predictive and proactive service models, and align people and processes to maximise efficiency and value, including:

• Assess service readiness and build a roadmap to scale operations efficiently, ensuring teams and processes are prepared for growth and complexity
• Implement standardised processes and tools across diverse product lines and legacy equipment, improving consistency and operational efficiency
• Design customer-centric service experiences, increasing transparency, trust, and satisfaction while minimising disruptions and downtime
• Drive adoption of new tools and workflows through practical change management, ensuring teams embrace new ways of working without friction
• Measure and communicate service impact, demonstrating tangible improvements in efficiency, customer outcomes, and business performance