Sara brings a unique perspective to AI implementation in field service, combining hands-on technical experience with deep expertise in the human side of transformation. With 18 years in the industry and a background that spans Forensic Toxicology and an MBA in healthcare management, she has lived the field service journey from multiple angles - starting as a Forensic Scientist at Quest Diagnostics, working as a Field Service Engineer, and advancing through various leadership roles at Waters Corporation, including Director of Global Service Change Enablement. In her current role leading digital support initiatives for Waters' global service organization, Sara has successfully launched the company's first AI implementation, doubling cost avoidance targets and significantly reducing on-site labor hours in just the first year. But her real expertise lies in something most AI initiatives overlook: getting people to actually use the technology. By blending change management principles with AI strategy, she has developed approaches that help risk-averse organizations move forward confidently, addressing the fears, resistance, and cultural barriers that typically derail even the most promising technical solutions. Sara's philosophy is straightforward - the technology is rarely the hard part; it's the people side that determines whether AI initiatives succeed or become expensive shelf-ware.