25 June 2024

Service US Series:
Digital Transformation and FSM Technologies

What Is Possible and What Pitfalls Must We Avoid?

01. CONTENT

In this session we shall be focusing on perhaps the biggest topic dominating the field service industry and beyond currently, digital transformation.

Yet, industry study after industry study reveals that somewhere between two-thirds and three-quarters of digital transformation projects fail to hit the mark when it comes to delivering the benefits and anticipated return on investment that was promised.

Therefore, in this edition of the Copperberg Service Academy we shall be looking past the hyperbole and identifying how key technologies such as Gen-AI, Augmented Reality and the Internet of Things can help field service organizations overcome real-world problems like a shortage of engineers, increasing customer expectations and challenging economic environments we are all facing today.

However, while our focus for this session will be very much about the here and now, we will be weaving in the common thread across all sessions about how the decisions we take today, must be undertaken with a view to future-proofing our investment and securing our success in the future.

02. AGENDA

09:00 — Opening remarks

Lisa Hellqvist, Managing Director, Copperberg

09:05 — Why Field Service Digital Transformation Projects Fail So Often (and how to make sure yours doesn’t)

The statistics are overwhelmingly clear. Indeed, FSN Research identified that over two-thirds of field service digital transformation projects fail to produce the anticipated results – but why? In this session we will look at some of the common mistakes that are made when field service organisations embark on digital transformation and outline how you can avoid falling into the same trap that so many of your peers in the field service industry have and make sure your field service digital transformation projects are an ongoing success.

09:40 — Where Did All the Engineers Go and How Will Technology Solve a Field Service Workforce Crisis?

In every corner of the world, in all industries field service companies are facing what is growing to be an existential threat – we are running out of engineers. Widening the pool of potential new recruits is one way forward but it will take time to make such significant changes. However, multiple layers of technology including Artificial Intelligence, Knowledge Management and Augmented Reality could go a long way to reducing the load on an already overburdened field workforce.

10:10 — Is Data Really the New Oil, or Are We Being Sold Snake Oil?

It is now a well worn and rather hackneyed phrase. Indeed, it even seems a little quaint and outdated. We’ve heard it repeated so often “Data is the new oil” – yet so many field serviced companies are still struggling to use the vast swathes of data we produce today in a meaningful way that can be truly defined as data-driven field service. Why? Is it that the tools we have invested in are failing to live up to the hype, or is it more down to structural, cultural and people centric-issues that are holding us back from genuine innovation?

02. SPEAKERS