Evolving Customer Expectations Panel - Vision Exchange 2025 | XOi Videos
Key Takeaways
This video explores how customer expectations are shifting toward more proactive service models.
Customers want more
Customer expectations continue to shift toward more proactive and transparent service.
Data makes it real
Customer expectations continue to shift toward more transparency and guidance.
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In this video
How Lifecycle Management Is Reshaping Field Service
The Future of Asset-Centric Service
How Lifecycle Management Is Reshaping Field Service
Customer expectations are evolving. Today's facility owners and operators are looking beyond individual repairs and maintenance events, focusing instead on the total cost of ownership, long-term asset performance, and lifecycle management strategies that maximize value over time.
As a result, field service organizations are shifting toward more data-driven approaches that help customers make informed decisions about capital investments, maintenance planning, and operational performance. Access to accurate asset data and actionable insights has become a key competitive advantage in an increasingly complex service landscape.
In this discussion, industry leaders explore how changing customer expectations are influencing the future of field service and how organizations can leverage data to create better outcomes for both customers and service providers.
Key Topics Covered
- Total Cost of Ownership: Understanding how asset performance and maintenance decisions impact long-term operational costs.
- Lifecycle Management: Developing strategies that optimize equipment reliability, efficiency, and longevity.
- Data-Driven Decision-Making: Leveraging field data to support smarter maintenance, repair, and replacement planning.
- CAPEX and OPEX Optimization: Using asset insights to improve both capital expenditure and operating expense decisions.
- Competitive Differentiation: Creating value through proactive service strategies and enhanced customer advisory capabilities.
The Future of Asset-Centric Service
As organizations gain access to richer asset data, service providers have an opportunity to move beyond reactive maintenance and become strategic partners in facility and asset management. By helping customers understand equipment performance, risk factors, and lifecycle trends, service organizations can deliver greater value while strengthening long-term relationships.
The ability to transform field data into actionable business intelligence is becoming increasingly important for organizations seeking to improve asset outcomes, support customer goals, and remain competitive in a rapidly changing market.
Watch the full discussion to hear industry experts share their perspectives on the future of lifecycle management, asset performance, and data-driven service strategies.
Speakers
- Moderator: Pete Shimkus, VP of Data Solutions, XOi
- Panelist: Sid Shetty, Chief Customer and Business Officer, ServiceChannel
- Panelist: Don Kurelich, CEO, Brightly Software
- Panelist: Thomas Kay, Managing Partner, Efficio Advisors
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