Dr. Martin Ebel

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

What will field service look like in 2030 and beyond? This forward-looking session explores the convergence of science, technology, and industrial innovation that is reshaping the service landscape.

From AI-driven diagnostics to autonomous field operations, Ivo and Martin – with more than 50 years of combined experience in field services -- will examine the trends, tools, and transformations that will define the next era of service excellence.

They will share how:

• Emerging disciplines—such as predictive analytics, materials science, and human-machine collaboration—are influencing service design and delivery.
• Leading organizations are integrating robotics, IoT, and digital twins to create smarter, more resilient service ecosystems.
• Gain insights into the evolving role of the field technician, and how to prepare your teams for a future where adaptability and digital fluency are critical.

No need to fear the future, Ivo and Martin will share their vision of how to build a future-ready service strategy that balances innovation with operational excellence.

This session is ideal for leaders who want to stay ahead of the curve, challenge conventional thinking, and position their organizations to thrive in a rapidly evolving service economy.