As technological advancements unfold, the complexity within Field Service operations increases. Our perspective unveils the future of Field Service as a shift towards elevating the human experience, requiring a series of transformative adaptations. Successful approaches will embody interconnected service delivery, the rise of self-service, AI-driven insights, and the crucial role of Field Experience Agents.
Future Trends in Field Service and the Role of AI
The rapid progression of technologies like AI is significantly influencing the Field Service sector, reshaping how organizations understand their relationships with customers and the role of Field Experience Agents. Our point-of-view emphasizes the increasing shift towards self-service strategies, the changing role of a Field Experience Agent, who, backed by data and AI-driven insights, can increase first-time fix rates and the need to eliminate barriers for third-party vendors to extend their capabilities. Successfully responding to trends allows organizations to redefine their field force towards a more technology-driven, customer-centric approach. Rightly executed field visits enhanced with customer and asset insights and technical expertise become an essential part of the future Field Service ecosystem. However, achieving this can be complex and relies on several factors within your industry.
Leveraging Deloitte's Expertise for the Future of Field Service
Deloitte's services across various domains can help expedite your organization's transition to the future of Field Service. We believe that comprehending these transformative shifts and integrating them can set the stage for future-proof Field Service operations. To gain further insights and prepare your organization for this shift, we invite you to read and download our comprehensive point-of-view "The Future of Field Service in the era of AI". Leverage our expertise to accelerate your journey towards the future of Field Service.
The Future of Field Service in the era of AI
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Jeroen Panken
I joined Deloitte in 2007, helping clients with Customer Service and Customer Engagement challenges. Over the years I have specialized myself in the area of 'Next Gen Customer Service' digital transformations in the Private / Manufacturing Industry. Outside Deloitte, my passions are (water) skiing and renovating our 1930s city villa in the center of Eindhoven in which our three children can have a great childhood.