Live Events - Future of Field Service

A can't miss day of conversation, connection, and community building.

If you haven’t experienced a Future of Field Service Live event – you want to! While each location varies in its unique setting and individual agenda, every event offers insight from fellow service leaders on the topics that matter most, interactive workshops that spark thought and prompt action, and a the ability to make new, lasting connections. Invest a day away from the norm to hear fresh perspectives, expand your thinking, and grow your network.

London – September 24th

When: 9:00AM – 6:00PM

Where: The Orchard – 8th Floor, One Great Cumberland Place, London, W1H 7AL

Agenda:

9-9:30AM – Arrivals, Coffee & Networking

Grab a coffee & pastry, settle in, say hello to someone new, and get ready for an action-packed and insight-filled day!

9:30-10 – Welcome Keynote: Sarah Nicastro – 3 Fundamental Shifts Underway That Will Redefine Service

Sarah Nicastro, Founder, Future of Field Service and Host of the UNSCRIPTED podcast will kick things off with warm welcome in a session that draws on the insights gleaned from her frequent conversations with service leaders across the globe. More than 360 podcast discussions on record, and countless others off, result in a macro perspective on the seismic shifts redefining service and forging the future. Sarah will share, in a relatable and informative way, the areas she feels deserve the most attention and effort for service leaders who want to win in an era where the existing playbook no longer applies.

10-10:30 – Guest Keynote: Rob Stephenson – Protecting Your Energy: The Foundation of High Performance

Most leaders don’t struggle because they lack commitment to their own or their team’s wellbeing. They struggle because their days – and the days of the people they lead – are already full, and wellbeing feels like one more thing to add. The result is familiar:

Energy that fades across the week
Performance that relies on pushing harder
Wellbeing initiatives that sound good, but don’t survive real calendars

This isn’t a motivation problem. It’s a design problem. In high-performance environments, we’re very good at measuring output. What we’re less good at is managing capacity — and that gap is where burnout lives.

In this session, Rob Stephenson, keynote speaker, author, and wellbeing advocate, introduces a practical framework for understanding the relationship between wellbeing, energy, and sustainable performance. Drawing on neuroscience and behavioural science, Rob explores the key domains of energy — cognitive, motivational, emotional, physical, and social — and what it really takes to lead at your best without running on empty.

Through an interactive exercise, delegates will reflect on their own energy and wellbeing, and leave with simple, repeatable habits to put into practice immediately. This is a session about you — not just your team. Because you can’t set the tone, lead the change, or protect your people if you’re not looking after yourself first.

10:30-11:15 – Interview with Natasha Nelson, CTO Services at Schneider Electric – Amplifying Human Expertise: How Schneider Electric Is Using Agentic AI to Transform Service

As service organizations face growing complexity, escalating customer expectations, and an industry-wide shortage of skilled talent, the question isn’t whether AI has a role to play—it’s how to use it to make people better at what they do. While plenty of hypotheticals have been explored, you (Iike many) may be seeking real-world examples of the successful marriage of human expertise and AI capabilities.

This session will deliver just that. In this fireside chat, Natasha Nelson, CTO, Services at Schneider Electric, will shed light on how the company is embedding agentic AI into its Connected Services Hub and in the field to augment human expertise, accelerate decision-making, and deliver better customer outcomes at scale. Schneider Electric is using AI to augment and amplify their abilities through use cases such as reducing alarm fatigue, providing real-time contextual guidance, and seamlessly connecting remote experts with frontline teams.

Natasha will not only share Schneider Electric’s vision for AI-powered, human-led service, but will include practical examples of how agentic AI is helping turn overwhelming volumes of operational data into faster resolutions, improved first-time fix rates, and more consistent service experiences worldwide. Attendees will gain valuable insights into what it takes to move beyond AI experimentation and create measurable business impact through intelligent service delivery. We’ll ensure there’s time for you to ask your own questions, too!

11:15-12 – Interview with Patrycja Sobera, SVP and GM, Digital Workplace Solutions at Unisys – Expanding Service Possibilities Through the Lens of Experience

For years, service leaders have focused on optimizing their own operations. Improve response times. Increase first-time fix rates. Maximize efficiency. While those priorities remain important—essential, in fact—the reality is, they are no longer enough. The operational excellence that once passed as a competitive differentiator today is table stakes.

Businesses who are leading the way in service today and that will excel in the years ahead understand that success doesn’t hinge on who can optimize their own businesses best but is won by those that help their customers optimize theirs. As an award-winning service delivery professional and recognized expert in Experience Level Agreement (XLA) delivery, Patrycja Sobera has redefined how success is measured in technology services at Unisys.

In this session, Patrycja will share perspective on the potential that can be realized by connecting employee experience, customer experience, and business value rather than viewing service as an operational function alone. Through real-world examples from the success she’s achieved at Unisys, you’ll leave this session understanding the competitive advantage of a more holistic view and the tangible impact that comes from prioritizing the experiences of your workforce and your customers.

12-1 – Lunch

1-2 – Workshop – Service Growth Through Superhero Technicians: Unlocking the Revenue Power of Your Frontline

Field service organizations are under increasing pressure to drive growth amid rising complexity—more sophisticated buyers, tighter competition, and evolving customer expectations. At the same time, many companies are sitting on an underutilized asset with direct influence on revenue: their frontline technicians.

Drawing on insights from joint research by Simon-Kucher and Future of Field Service, this interactive workshop explores how leading organizations are enabling their technicians as revenue drivers. In this session led by Dave Clement, Simone Schneider, and Torben Petersen, Partners at Simon-Kucher, we’ll combine research-backed insights with hands-on collaboration to help you rethink how value is created—and captured—at the frontline.

What to expect:

Context setting: Key findings on how companies view the potential for service growth and the biggest challenges standing in the way
Peer exchange: Learn how others are approaching technician enablement, from tools and training to incentives and process design
Action-oriented solutioning: We’ll share and co-create a collection of practical tactics & tools that better enable technicians to identify, influence, and capture revenue in the moment

You’ll leave with a fresh perspective on how to unlock the “superhero” potential of your technicians—and a set of tactics and tools you can put to work for your organization immediately.

2-3 – Think Tank: Topic and Speakers TBC

3-3:15 – Quick Break/Transition

3:15 – 4PM – Official Announcement of the 2026 Stand Out 50 Leaders!

Join us for a special session, livestreamed from the event, to announce the recipients of the 2026 Stand Out 50 leadership awards. You’ll hear from the panel of judges about what makes this annual award so special, and we’ll unveil the latest group of service leaders who have been peer-nominated for their stand-out impact!

4-6 – Networking, Beverages & Bites

Chat with old friends; make some new! Talk with the day’s speakers, meet your fellow attendees, discuss the insights of the day, and cheers to the just-announced Stand Out 50 class of 2026.