Edwin Pahk

Over the past year, we’ve spoken with 50+ service leaders navigating persistent operational friction, rising expectations, and growing fatigue with the word “AI.” At the same time, the technology has evolved significantly this past year, enough that we’re reaching a point where real change is finally possible, not just promised. This keynote shares key themes emerging from these conversations. While the core challenges in field service remain strikingly familiar, the path to progress is becoming clearer. The session explores the shift from assistive AI to operational AI, how “agents” operate in service workflows, and why 2026 strategies are increasingly focused on reducing friction through consolidation rather than adding more tools.