Insights
Perspectives on Service, Technology, and Execution
This page brings together perspectives on after-sales, field service, digital transformation, and emerging technologies, drawn from real-world work with manufacturing and automotive organizations. The insights here explore what’s changing, what’s working, and where execution often breaks down, with links to deeper topic hubs for focused exploration.
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Latest Insights
The Next Frontier of Service KPIs: Outcome, Experience, Capability
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…
Solving the Right Pains: A Smarter Playbook for Service Leaders
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,…
The Service Organization of 2030: Powered by AI, Led by Customer Value
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…
Why Uptime Is the KPI That Really Matters in Service
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.
How AI Can (Actually) Help After-Sales Service – Beyond the Hype
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.
The $100M Opportunity Hiding in Your Installed Base
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…
5 Strategic Mistakes That Are Sabotaging Field Service Success in 2025
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…
The State of Field Service in 2025: Trends, Challenges & the Road Ahead
In 2025, field service is no longer a back-office function, it’s a strategic growth engine. This article explores key trends like predictive maintenance, unified technicians, and Agentic AI, along with challenges in talent, tech stacks, and digital adoption. Learn where field leaders should focus and why solving real problems, not chasing shiny tools is the…