Dr. Martin Ebel

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

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.