Tim Burge

Advisor AI & Service Innovation

Tim Burge is a UK-based technology and service-industry evangelist with over 25 years of experience bridging the gap between business strategy and emerging AI technologies. Known for his ability to turn complex innovation into practical field impact, Tim has worked with global service organizations to modernize operations, drive data-led decision-making, and accelerate adoption of next-generation AI solutions.

A former technologist turned go-to-market strategist, Tim now focuses on helping service leaders navigate the real-world challenges of AI adoption — from data quality and change management to technician enablement and customer experience. His engaging, story-driven moderation style brings out diverse perspectives from across the industry, helping audiences leave inspired and better equipped to lead change.

Day 2 – Tuesday, 28 Oct. - Cutting Edge Technologies Yielding Service Optimization, Efficiencies and Enhanced CX

14:20 Stream A: Panel: Making Tribal Knowledge and Client History More Accessible to Technicians in the Field

Every technician's ability to access critical knowledge and client history can mean the difference between a seamless service experience and costly inefficiencies. Tribal knowledge—expertise passed informally between seasoned professionals—often remains locked within individuals or disconnected systems, leaving newer technicians at a disadvantage.

This session will explore innovative strategies for making tribal knowledge and client history more accessible and actionable in the field. From leveraging AI-powered knowledge bases to implementing intuitive mobile solutions, industry leaders will discuss best practices for capturing, storing, and sharing essential information.

Key Takeaways:

Practical approaches for digitizing and centralizing tribal knowledge
Strategies for integrating client history into everyday workflows
How AI and automation can empower technicians with real-time insights
Steps to create a culture of continuous knowledge sharing within service teams

Join us as this panel of experts reveal tools and tactics that will transform knowledge management, ensuring every technician has the right information at the right time—whenever and wherever they need it.

Day 3 – Wednesday, 29 Oct. - Understanding Your Customers' Customers to Enhance Partnerships and Unearth New Opportunities

9:00 Panel: Turning Data into Actionable Insights to Deepen Client Partnerships and Enhance Decision-Making

Data is more than just numbers—it’s the key to building lasting client partnerships and driving smarter decision-making. Service organizations that harness data effectively can enhance operational efficiency, predict client needs, create stronger business relationships and unearth new service products.

This dynamic panel discussion brings together industry leaders to explore:

Best practices for transforming raw data into meaningful insights
Strategies for using analytics to strengthen client trust and engagement
Real-world examples of data-driven decision-making in field service

Join us as we uncover how service professionals are turning information into action by leveraging data not only for operational excellence but as a powerful tool to enhance partnerships and growth.

Check out the incredible speaker line-up to see who will be joining Tim.

Download The Latest Agenda