Digital connectivity, remote diagnostics and AI have created new opportunities to predict and prevent equipment failures, but technology alone won't reduce downtime. The organisations making the greatest progress are those breaking down traditional silos between service and IT to build connected workflows, increase asset connectivity and turn real-time insights into proactive action. Drawing on a career that began as a field service engineer and now spans global digital technology and service R&D leadership, Shweta Ahire will share practical lessons on how Cytiva is bridging the service-IT divide to accelerate digital transformation, expand remote connectivity and create a more predictive approach to service. Learn from real use cases and outputs from AI Service Assistant, Cytiva's predictive engine — turning equipment data into early, OEM-validated risk detection and the right action. 

• Build stronger partnerships between service and IT to accelerate connected service initiatives and overcome common digital technology adoption barriers 
• Increase asset connectivity and leverage remote diagnostics to identify and resolve issues before they result in unplanned downtime 
• Create end-to-end digital workflows that fit into the customer's day-to-day experience 
• Shift from reactive firefighting to predictive service by connecting people, processes and technology around shared outcomes 
• Troubleshoot using AI Service Assistance 

As service becomes more digital, more data-driven, and more outcome-focused, the role of the technician is undergoing a profound shift. Today's technicians are expected to fix increasingly complex equipment, navigate digital tools, manage customer expectations, and surface insights that drive quality, sales, and sustainability, often with limited time, training, or support.

This closing panel brings together experienced field technicians to share what's top of mind right now: the realities of day-to-day work, the tools that help (and hinder), where upskilling is most urgently needed, and how they see the future of the role evolving. More importantly, the discussion is designed to give executive leaders a clear, unfiltered view from the front lines, highlighting where organisational decisions are creating friction, and where they can unlock performance, engagement, and trust. Hear illuminating perspectives to help you:

• Gain a clear view of the real obstacles technicians face daily, from tools and processes to administrative burdens, and how these impact productivity, customer satisfaction, and operational performance
• Learn which technical and soft skills are most critical for the evolving service role, helping you prioritise training, talent development, and workforce planning initiatives
• Discover which digital systems and tools truly enable technicians in the field, and which create friction, so you can make better decisions on technology investments and adoption strategies
• Understand how experienced technicians capture and share knowledge, understand risks from workforce turnover, and explore strategies to retain institutional expertise for long-term service excellence
• Explore the technician perspective on where the role is heading in the next 3–5 years, and identify actionable opportunities to make the role more impactful, attractive, and sustainable