5 Takeaways from Field Service Palm Springs 2025

Field Service Palm Springs 2025 made one thing clear: field service transformation is no longer an idea for the future. It is happening now. Across panels, workshops, and conversations, the message was consistent—AI is reshaping how service is delivered, how customers are supported, and how technicians are empowered. 

In this blog post, we’ll share our five key takeaways from this year’s discussions.

Quick Navigation

• Accelerating AI in field service
• AI agents and automation
• Building an autonomous AI service journey
• Your install base is a goldmine
• Evolving training needs
• Sign up for a free AI Advisory Lab

1. Accelerating the value of AI in field service

The field service industry is moving beyond experimentation. Leaders are now focused on applying AI to solve high-impact problems and deliver measurable results at scale.

In the panel “Taking AI to the Next Level: Ensuring Accuracy and Speed to Value to Solve Real Service Problems,” leaders explored how to move beyond surface-level AI and apply it to mission-critical challenges. The panelists, Lucas Diaz, CEO of Ludia Consulting; Scott Day, COO of Crane 1 Services; and Greg Friesen, VP of Global Services and Support at Ciena, discussed how to improve AI accuracy, accelerate adoption, and overcome implementation hurdles like data quality and integration issues.

Our take: 
At Circuitry.ai, we’ve always believed that AI must deliver real operational outcomes, not just innovation for innovation’s sake. Field service leaders who focus on fast, measurable impact from AI will build the momentum they need to drive transformation across the entire service organization.

What the numbers say:

2. AI Agents and automation are reshaping field service

While AI is helping service organizations drive smarter decisions, AI agents and automation are going a step further, changing how work actually gets done in the field.

In the fireside chat, “Customer-Centric Field Service Begins with an Agent-First Strategy,” where Patrick Dell, Field VP, AM Service Operations at Varian Medical Systems; Taksina Eammano, EVP & GM Field Service; and Christopher Battles, SVP, Product Management at Salesforce, highlighted the operational value of AI agents.

They discussed how organizations already embracing agentic field operations are improving efficiency by as much as 30%. AI agents are acting as force multipliers—supporting technicians, automating scheduling, and cutting service costs.

Our take: 
We’ve seen how AI agents change the service equations by handling tasks that free technicians to focus on higher-value work. Organizations that embed agent-driven workflows today will lead the next era of efficient, customer-centric service delivery.

What the numbers say: 
AI-driven efficiency gains are no longer theoretical.

3. Building an autonomous service journey with AI

Giving technicians instant, contextual guidance in the field is becoming a defining advantage. AI-powered tools are elevating the role of every technician, helping them deliver better service with confidence.

In our case study, “AI-Driven Decision Intelligence for Optimized Field Service Productivity and Efficiency,” Circuitry.ai CEO Ashok Kartham and Dhruv Desai Solutions Consultant shared how Takeuchi, a global equipment manufacturer, is improving service outcomes using AI-powered service advisors, analysts, and agents. 

They discussed how Takeuchi is using decision intelligence to support field technicians across their network, and fleet customers with AI-driven diagnostics, real-time parts recommendations, and predictive quality alerts to improve productivity and accelerate resolution times.

What the numbers say: 

4. Your install base is a goldmine for service growth

Service organizations are starting to treat install base data as a strategic asset. The shift toward proactive service and personalized customer engagement starts with unlocking that value.

In the presentation “Mining Your Install Base for Service Opportunities and How Technology Can Help,” Wayne Kumferman, Head of Customer Support at Eppendorf, walked through how field service teams can use data from installed equipment to identify new service opportunities.

By combining IoT, CRM, and predictive analytics, Kumferman showed how install base insights can strengthen customer retention and drive proactive maintenance strategies that boost revenue and customer satisfaction.

This theme continued in the presentation “Maximizing Service Profitability in an Era of AI & Customer-Centric Expectations,” led by Katie Diaz, Customer Success & Services Enablement Leader at Schneider Electric. Diaz shared how AI-powered predictive maintenance and smart knowledge bases are shifting teams from reactive to proactive service models. She also emphasized the growing role of customer success in driving profitability and improving retention.

Our take: 
Many organizations underestimate the power of their own install base. At Circuitry.ai, we help service leaders unlock actionable insights from existing service data, turning every customer interaction into an opportunity to deepen relationships, grow revenue, and proactively protect uptime.

What the numbers say: 

5. Training needs that evolve alongside your tech

As digital tools become core to field service, training has to do more than check a box. The focus is shifting to continuous learning, behavior change, and equipping technicians with both technical and interpersonal skills.

The panel “Leave No Technician Behind: Training Technicians to Stay Ahead of Digital Solutions and Deployments” highlighted the urgent need to modernize technician training programs. Brandon Simon, Director of Aftermarket Sales & Field Support at Crown Equipment, outlined strategies for building digital literacy, problem-solving skills, and customer-facing soft skills.

He emphasized the importance of using tools like simulations, online courses, and continuous learning frameworks to keep teams ready for what’s next.

It all tied together with the panel “Hiring & Grooming 24/7/365: Deepening Your Leadership and Technician Bench,” where leaders including Ewan Stewart, Regional VP, Service at Comfort Systems USA; Kip Kuntz, Director of Field Services at BayWa r.e.; Gail Norris, US Lead at Siemens; and David Mueller, VP, Global Service, Hach, shared strategies for building and maintaining strong service teams.

From smarter recruiting and leadership development to retention and succession planning, this session showed that a strong workforce doesn’t happen by accident; it’s a long-term investment.

Our take: 
We strongly agree that technician enablement is essential to future-ready service. From accelerating onboarding to reinforcing skills in the field, we see AI as one of the tools that can make training more accessible, consistent, and effective for every technician.

What the numbers say: 

Missed us in Palm Springs? Here’s your chance to catch up 

Across sessions and side conversations, it was clear that AI will power the future of field service, built on data, and delivered by empowered technicians. 

Missed us at Field Service Palm Springs? Let’s get you caught up. Our AI Advisory Lab was a major draw at the event, giving service leaders a firsthand look at how Service AIdvisor can boost productivity, speed up resolution times, and reduce support strain. Due to overwhelming demand, we’re now offering a virtual version for companies who want to explore what’s possible with their own service data. 

Schedule your AI Advisory session and see how Service AIdvisor can help you boost technician productivity by 35%, speed up average handling times by 45%, and improve equipment uptime by 10-20%.