Field technicians encounter customer challenges, asset issues, and emerging trends long before they appear in dashboards, reports, or product roadmaps. Yet most organizations struggle to capture and act on that knowledge at scale.

In this session, learn how service leaders are using journey mapping, connected service data, and multi-modal AI to uncover insights hidden within everyday service interactions. Attendees will leave with practical ideas for transforming frontline knowledge into a competitive advantage that improves service delivery, strengthens customer outcomes, and uncovers new opportunities for innovation and growth.

Key Takeaways:

• Identifying where valuable frontline knowledge is created, lost, or trapped within the organization
• Connecting structured and unstructured service data to uncover patterns and opportunities at scale
• Turning frontline insights into innovation opportunities that improve customer outcomes and business performance