In field service, every technician interaction is a brand experience that can reinforce trust or erode it. As workforce dynamics shift—with experienced technicians retiring faster than new talent enters the field and younger workers that demand a different employee value proposition—service leaders face a pivotal question: how do you scale a strong service culture across a distributed frontline?

In this keynote, Sarah Nicastro, Principal Evangelist at IFS and James Mylett, CEO of Smart Care explore how technology can act as a culture amplifier in field service organizations. From equipping technicians with the right information at the right moment, to giving leaders the visibility needed to recognize excellence and coach performance, modern service technology can empower technicians to succeed while strengthening the human connections that define great service.

This session will challenge leaders to rethink the role of technology—not just as an efficiency driver, but as a strategic lever for building a resilient workforce, elevating frontline experience, and ensuring that every service interaction delivers on the promise of the brand. You’ll learn:

• How to better understand the sentiment of your frontline workforce and identify areas that need attention
• How to consider the correlation between employee experience and customer experience when the expectations for the employee experience are shifting
• 4 key areas where technology can improve the experience of the frontline
• How to introduce AI in a manner that fosters acceptance versus exacerbating fears