IFS Field Service Predictions: 4 Themes That Will Define the Service Landscape in 2024

Sarah Nicastro, Vice President of Customer Engagement at IFS explains that in 2023, the service industry saw a surge in discussions about artificial intelligence (AI), but many leaders were left uncertain about its practical applications. In 2024, the focus is shifting from the AI buzz to specific opportunities and tangible value within businesses.

Leadership in the service sector is transforming, with outdated "old-school" leaders being replaced by those embracing a more modern, transformational style. Customer experience (CX) is a key focus, requiring companies to dissolve service siloes and ensure a seamless, customer-centric operation.

Additionally, the role of field technicians is undergoing a redefinition, with automation and AI enabling greater flexibility and opportunities for talent. These trends will converge as companies reflect on how service delivery will change, emphasizing a customer-first mindset and modern tools to drive evolution throughout 2024.

Read the full article from IFS here.