Lenny Cumberledge | Field Service Next West

Tuesday, April 7, 2026

2:40 PM Track C: Workshop 7: Bridging the Gap: Cross-functional Collaboration to Drive Customer Value and New Product Innovation

Field service teams are more than problem-solvers, they are vital sources of customer insights and innovation catalysts. Through consistent collaboration between field service engineers, R&D, and product development, one manufacturer identified a new product opportunity that better met customer needs. Hear how the team integrated field service into the product development process to drive continuous improvement, stronger relationships with customers, and enhanced business growth. Find out how to:

Empower technicians with targeted questions and topics to discuss with customers, enriching the feedback loop
Build an insight-driven culture where continuous learning and feedback from the field drive innovation and customer understanding
Use insights gathered from the field to inform and refine new product introductions, ensuring solutions meet real customer needs
Position field service as a strategic partner in innovation, helping the company stay ahead of market demands and grow revenue