2026 Forum Agendas
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Reinventing Service: How AI Reshapes Service Parts Planning
This online Service Business Forum explains how AI enabled parts planning and forecasting is boosting productivity, changing functions, and redefining needed skills. We discuss how people can work effectively with AI agents and how management must adapt to lead teams through this transformation.
Agenda
- 15:00 - 15:10Introduction
- 15:10 - 15:45Presentation of Use Case
- 15:45 - 16:00Q&A and short break
- 16:00 - 16:20Roundtable discussions
- 16:20 - 16:30Conclusion
The AI Strategy Lab: Designing the Service Organisation of Tomorrow
This online Service Business Forum explains how AI is reshaping how service organisations operate, compete and grow — but success requires more than technology. It demands clear strategic alignment, disciplined prioritisation and strong governance to guide AI adoption and unlock lasting value.
Agenda
- 15:00 - 15:10Introduction
- 15:10 - 15:45Presentation of Use Case
- 15:45 - 16:00Q&A and short break
- 16:00 - 16:20Roundtable discussions
- 16:20 - 16:30Conclusion
Humans + Machines: Building the Future-Ready Service Workforce
As automation and AI transform service roles, human expertise becomes more valuable than ever. While machines handle routine tasks, soft skills like empathy, creativity and relationship management — areas where AI still cannot match humans — are emerging as strategic priorities. With research showing rising demand for social and emotional skills alongside technical capabilities, organisations must rethink how they assess and develop talent in a hybrid human-machine environment.
Day 1 Agenda
Registration and Networking Lunch
Opening Session & Introduction
Presentation: What are the skills required to build the Future-Ready Service Workforce?
Keynote Session
Session by Sam Marafie, former AI Program Director at Elekta, how they approached AI adoption in service by putting people first.
Interactive Roundtable Discussions
• How to develop workforce to balance technical knowledge with essential people-centric skills?
• How to address the challenge of reskilling at scale?
Evening Session
Networking Dinner
Day 2 Agenda
Registration and Coffee
Presentation: The Frontier-Service Firm
An exploration of how leading organizations are redesigning service operations, workforce models, and customer engagement in response to AI, automation, and changing workforce expectations.
Interactive Workshop: How to Build Your Future-Ready Service Workforce
In this hands-on workshop, participants will work together to explore how to redesign their organizations into Frontier-Service Firms. Through practical discussions and collaborative exercises, participants will examine:
• How existing roles and responsibilities may evolve
• How to redesign jobs for human-AI collaboration
• The impact on leadership, management, and organizational structures
• How business models and service delivery approaches may need to adapt
Networking Lunch
Turning AI Into Growth: How Service Leaders Find and Monetise New Opportunities
The next challenge for service leaders is commercial: how to turn installed-base insight into customer value, scalable service offerings and measurable growth. This in-person Service Business Forum brings together senior service leaders to explore the full growth journey: sensing opportunities in the installed base, shaping scalable service models, activating the right customer conversations and capturing value through stronger service sales execution.
Day 1 Agenda
Registration and Networking Lunch
Afternoon Session
Research presentation: Turning AI into Growth
Practitioner case and Roundtable 1 – Sense:
• Finding growth signals in the installed base.
• How service leaders identify unmet needs, risks and opportunity signals.
Practitioner case and Roundtable 2 – Shape:
• Turning needs into scalable service models.
• Service propositions, delivery models and business cases.
Day 1 synthesis
Evening Session
Networking Dinner
Day 2 Agenda
Registration and Coffee
Morning Session
Practitioner case and Roundtable 3 – Activate:
• How service teams create more relevant customer engagement.
Practitioner case and Roundtable 4 – Capture:
• Turning qualified opportunities into service growth.
• Qualification, value justification, proposals and commercial execution.
Closing discussion and next steps
Networking Lunch
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