AI tools promise everything, but their real-world results often have difficulty living up to the hype and high cost that comes with them ie. AI product lifecycle predictions providing only marginally different suggestions than current predictive analytics. Despite these limitations executive boards continue to view AI as a magic bullet to optimize and automate the workforce for the sake of efficiency.  

Service leaders will discuss lessons learned from actual AI business cases leaving you with takeaways on: 

• Building a more tangible AI ROI to understand and better communicate the actual benefits and weaknesses from a cost, efficiency, and support perspective
• Creating a better semantic data layer for AI, and LLMs to draw from, by identifying critical structured and unstructured data from work logs, sensor data, equipment manuals, etc.
• Understanding how various AI tools use data and come to their answers in order to know their strengths and weaknesses in different use cases
• Improving communication with the board by creating realistic AI expectations and implementation timelines 

VENDOR BEST PRACTICES ROUNDTABLES

Participate in a 45-minute interactive discussion with a leading insurer, broker, executive to explore best practices and actionable strategies to reach your target audience. Walk away with insider tips to engage your buyers more strategically.

Table #1: Brian Craft, Director, US Field Service – East, Alcon

Table #2: Host TBA

As installation bases become more dispersed and customers demand faster response times, many manufacturers and service organizations are turning to third‑party providers to extend their reach. But simply signing a contract rarely delivers the quality, consistency, and brand experience you need. 

This session will walk through how to turn third‑party providers into strategic partners and not just overflow capacity.  

• Evaluating and segmenting third‑party partners (specialist vs. generalist, W‑2 vs. gig, regional vs. national) to match them to the right workloads and geographies
• Creating service level agreements (SLAs) with desired performance expectations, and enforcing them through governance, incentives, and feedback loops
• Embedding third‑party technicians into your development ecosystem, including shared training, access to knowledge bases, and data integration 

Within the next 10 years, 45% of experienced technicians and leaders are expected to retire. Without a focused succession and development plan, service organizations risk losing critical expertise within the next decade.

Speakers will discuss how they are rethinking roles, cross-training technicians, and designing development plans so the organization keeps performing even as long tenured experts step away.

• Identifying and prioritizing succession planning for critical at-risk roles and specialized areas of knowledge before senior staff retire
• Embracing practical mechanisms for knowledge transfer and cross training that won't pull too much capacity out of the field
• Designing development plans and new responsibilities to retain and motivate the technicians who will carry the organization forward