Field Service Palm Springs 2024

May 06 - 08, 2024

JW Marriott Desert Springs, Palm Springs, CA

Whitepaper & Video Center

5 Strategic Focus Areas for Service Success: Now and in the Future

Field service organizations are transforming themselves by embracing digital advancements, many of which were first initiated during the pandemic. To distinguish themselves from competitors, these organizations are using their digital capabilities to navigate a dynamic service landscape that is constantly changing. This report — based on a webinar featuring Sarah Nicastro, creator of Future of Field Service, and according to service leaders who have taken part recently in Future of Field Service interviews — explores the five strategic focus areas field service teams need to focus on for service success.


Improving and Automating Today’s Field Service Fleet Operations

This report is a comprehensive examination of the prevalent challenges and potential improvements within the domains of fleet and workforce management in field service. Researchers interviewed fleet management leaders to identify their most pressing goals and challenges. The respondents discussed important topics such as their hiring and employee retention needs, their time management challenges, their need for holistic project management systems, and their challenges relating to vehicle maintenance management. Prominent findings from the illustrated experiences reveal the transformative role of technology and automation in optimizing efficiency and operational processes. However, the interviewees also made suggestions on how to introduce such technology changes and what companies can do better to leverage their data.


Advancing Technology in Field Service: A Comprehensive Examination of the Field’s Current Technologies, Capabilities, and Challenges for Workforce and Fleet Management

This report explores the current state of fleet and asset management technology in the field service sector. It pays special attention to the capabilities field service teams currently have for optimizing the workforce, as well as what capabilities they lack and the pain points that are preventing them from achieving goals like cost reduction, risk reduction, compliance, and sustainability.


The First Annual AI in Field Service Report: Exploring the Transformative Potential of Artificial Intelligence in Field Service

Artificial intelligence (AI) has the potential to completely revolutionize field service. It is already making inroads in areas like scheduling, data analysis, self-service, and more. This report explores the transformative potential of AI in field service. It delves into how companies are currently using AI for scheduling, routing, data analysis, customer service, and even self-service, while also revealing what field service teams are planning for the future of the technology.


The Rise of Self-Service in Field Service

Self-service has become one of the most important facets of the customer experience, regardless of industry. In field service, self-service is enabling customers to take control of their service needs, resolve problems faster, and reduce downtime. This report explores how field service organizations can incorporate self-service into their strategies and leverage it to drive results, both for customers and the business.


Leveraging Interactive Tools for Field Service Success

According to Future of Field Service, organizations “have leveraged the tools at their disposal to not only master first-time fix but also evolve service delivery and expand service offerings.” This report explores how field service organizations are currently using interactive tools to reduce costs, become more efficient, and improve fix rates. It will also provide readers with insights into how they can draw more value from their technology deployments and use their tools to improve customer relationships.


Field Service Technology Strategy: Insights from 100 Service and Support Leaders

WBR Insights surveyed 100 IT, operations, service, and support leaders about how they’ve adapted their technology strategies to new challenges and opportunities. The WBR Insights team then sat down with Brian Philbin, Senior Advisory Solution Consultant of Field Service Management at ServiceNow, to discuss the results of the study and provide additional insights.


ESG in Field Service: The Next Wave of Transformation

ESG (environmental, social, and governance) issues continue to become more important to both investors and consumers. ESG impacts the entire organization, but the field service department plays an integral role in enacting the organization’s strategy. This report explores how ESG is evolving in the field service industry and what changes companies are expecting over the next three years. It analyzes field service organizations’ long-term ESG goals, as well as their ideas for building a more sustainable future.


Turning Plans into Action: Strategies for Creating a Sustainable and Environmentally Friendly Future in Field Service

Most organizations are making commitments to reduce their carbon emissions, and the field service operations are a key contributor to the organization’s overall carbon footprint. This presents an opportunity for field service teams to lead the way in meeting the organization’s sustainability goals. This report will explore key strategies for creating a more sustainable future in field service. It is based on a webinar featuring insights from field service leaders at GPS Insight and Schneider Electric. It also features data from a report by WBR Insights on ESG in field service.


Lessons for 2023 from the 2022 Global State of Service Survey

IFS recently conducted the State of Service Global Survey. This study, spread across 24 countries, surveyed 400 people from different industries and job functions to obtain a diverse look at the challenges and priorities for service-centric organizations. The following post-webinar report contains a summary of what Sarah Nicastro, Creator of Future of Field Service and VP of Customer Engagement at IFS, discussed during a webinar covering the survey. The topics include competitive differentiators in field service, issues impacting the department, challenges associated with technology adoption, and more.


The First Annual Chief Service Office Report: How CSOs Are Addressing the Most Pressing Challenges in Field Service

The service department was traditionally an extension of operations, as it was generally considered to be oriented toward both efficiency and cost reduction. But in recent years, field service departments have demonstrated that they are an essential value engine for the business. In the first annual Chief Service Officer Report, we explore how CSOs are addressing the most pressing challenges in field service and learn how the role has evolved in recent years. This report also contains benchmarking information and key recommendations from C-level service leaders!


The Future of AI in Sustainability

With the circular economy top of mind, organizations are rethinking their supply chains, their workflows, and their delivery cycles. Companies are demonstrating higher margins by taking advantage of AI in their service management operations in a way that aligns closely with their sustainability goals as a result. This report explores how AI can help your own service business reduce its carbon footprint.


Future Applications of AR in Field Service: A Service Executive’s Guide to Augmented Reality

Augmented Reality is already in use within many service organizations, with most organizations now utilizing some form of AR technology within their service operations according to our research. This report explores the current and future use cases of AR, including areas where there is scope for future adoption. It also analyzes how these tools generate ROI and how organizations can apply best practices to achieve the strongest possible outcomes for their service organizations. Get your copy today!


The Next Field Service Transformation for Communications Service Providers

Communications Service Providers (CSPs) have faced increased challenges since 2020. Now, CSPs and the contractors that work with them, are pursuing strategic opportunities to both recover and thrive in this dynamic business environment. This report explores how CSPs and contractors are combining their digital and human-centric strategies to become more customer-oriented in their field service operations. With benchmarking information and key suggestions from industry leaders, the report presents new ideas and insights into how the communications service industry can move forward.


Building a Bridge Between Sales & Service with Asset Data

At service organizations, large quantities of data are now collected in the field. Connected IoT devices inherent in deployed assets deliver operational data directly to the organization remotely. Other types of data, such as qualitative data collected by service representatives and through customer surveys, are also being collected. This report explores how service organizations are currently using their field data to optimize their revenue operations by merging service, sales, and marketing. It provides benchmarking data, suggestions, and best practices from service leaders to help the reader identify new opportunities in their data.


How Home Service Organizations Can Build an Industry Leading Customer Experience

Demand among consumers for home-based services is rising, and expectations are higher than ever. There is also increased demand for self-service, as both businesses and consumers strive to resolve challenges in less time and at less cost. This research report explores how field service organizations are currently leveraging their technologies to deliver a better customer experience and drive revenue. It also includes benchmarking information from field service leaders and key suggestions on how to create a field service function that’s prepared for the future.


The Service Support Guide to Empowering Your Customers

When purchasing machines and equipment, companies no longer think in linear terms. Instead, they also consider the maintenance needs and lifecycle of the equipment, as well as the ability of their teams to deliver on their service promises. Field service organizations have recognized this trend, implementing new strategies and technology solutions to turn maintenance into a booming and proactive profit center. Within the context of these shifting models, this report explores how field service organizations are incorporating new technologies and modes of service—including self-service—into their offerings to deliver more support and consistent uptime for their customers.


Field Service Palm Springs 2023 Innovation Briefing

Service is now seen as an important competitive differentiator. Technology advancements like remote connectivity have increased the lifespan of equipment, minimized downtime and contributed to fewer onsite visits, which have all increased customer satisfaction. The relationship of both sales and marketing with service is more important than ever since service is contributing more revenue with extended service contracts. In this brief report, we highlight some top field service challenges, as well as the latest strategies and technologies adopted by Daikin, Johnson Controls, Krones and Schneider Electric to help you gain competitive advantages in customer satisfaction and increase service revenue


Field Service Palm Springs Trends Report 2023

Discover the innovation that's driving changes in field service – stay ahead of the curve by taking a deep dive into fresh trends. From new technologies to emerging approaches, read our reports for an inside look at what lies on the horizon. Learn about the future of perspective maintenance, what to include on your 2023 wish list, how to expedite the process of speed cause and ending the search for techs and engineers in today's labor pool.


Case Study: How Schneider Electric Is Nurturing the Crucial and Evolving Partnership Between Field Service, Customer Service, and Data Analytics Teams

Learn about how Schneider Electric recently implemented a number of initiatives aimed at nurturing the crucial and evolving partnership between field service, customer service, and data analytics teams.


Field Service Palm Springs 2022 Innovation Briefing 2

In this brief report, we highlight some top field service challenges, as well as the latest strategies and technologies adopted by John Deere, Kone, RICOH, and Siemens to help you gain competitive advantages in customer satisfaction and increase service revenue.


Field Service Palm Springs 2022 Innovation Briefing 1

In this brief report, we highlight the latest strategies and technologies adopted by 3D Systems, Acuity Brands, Caterpillar, Cummins, and Ford Motor Company to help you gain competitive advantages in customer satisfaction and increase service revenue.


Case Study: The Field Service Skills Shortage - What’s to be Done?

Filed service companies are experiencing a shrinking pool of the skills they need – a problem that is only expected to get worse, not better, over the coming years. In this case study, we take a look at what’s driving the field service skills shortage, and what companies can do to attract and retain top talent in the years ahead.



Want even more reading material? View whitepapers and reports from our 2022 event.

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