Insights

Service revenue remains one of manufacturing’s biggest untapped opportunities. Many leaders have the strategy, but execution falters due to data gaps, weak change management, and unclear ownership. This article explores why most initiatives stall, what successful manufacturers do differently, and how to turn after-sales and service into real, scalable growth

AI, GenAI, and agenticAI are often hyped as replacements for customer service, but in reality – especially in after-sales and field service for manufacturing and automotive industries – they are enablers, not substitutes. These technologies cannot replace the human expertise, accountability, and customer trust required in complex, high-stakes service environments. The future of service transformation…

Service organizations have long relied on efficiency metrics like FTF, MTTR, and Uptime, but these no longer capture what customers truly value. Expectations have evolved: today’s customers look for outcomes that deliver business impact, experiences that build lasting trust, and capabilities that ensure consistent, future-ready service. The next frontier of service KPIs reframes success across…

Customers today expect Amazon-level convenience, Tesla-like innovation, and zero downtime from every product and service interaction. Yet, service leaders in manufacturing, automotive, and industrial organizations operate in a reality defined by budget limits, talent shortages, fragmented technology, and competing corporate priorities. The result is an inevitable expectation – reality gap: not every pain point can,…

By 2030, service will no longer be about fixing what’s broken – it will be about delivering continuous outcomes. For manufacturers and service leaders, this marks a profound shift. Customers won’t just buy machines; they’ll buy uptime, sustainability, and results. And in a decade defined by AI, intelligent products, and connected ecosystems, service will become…

Most manufacturers still focus on KPIs like mean time to repair (MTTR), first-time fix rates (FTF), or service response times. While these are useful, they miss the bigger picture: what customers actually care about is whether their assets are running. Uptime, not internal efficiency, is the metric that defines value.

Discover how AI is revolutionizing after-sales in industrial manufacturing – from complaint triage and technician scheduling to predictive maintenance and customer companion bots. This in-depth guide explores business challenges, real-world use cases, and measurable KPIs, helping manufacturers unlock efficiency, revenue, and customer satisfaction at scale.

Every industrial organization is sitting on an untapped revenue engine, the installed base. Yet, without asset lifecycle visibility and a strategic aftermarket approach, millions slip away each year. Discover how C-level leaders can unlock millions in untapped revenue from service contracts, parts sales, upgrades, and asset insights. Learn six proven levers for aftermarket growth, and…

In 2025, companies are investing heavily in field service transformation, but many still miss the mark. This article uncovers five critical missteps, from treating field service as a cost center to neglecting customer journeys, sidelining frontline teams, and misaligning business and IT. It’s a wake-up call for leaders to rethink transformation not as a tech…