Even before the pandemic, field service was ripe for change. Signals were already indicating that a massive shift was coming, such as the proliferation of connected assets and equipment, along with the rapid departure of seasoned field service team members and a new generation of professionally nomadic, tech-enabled employees replacing them.

Then COVID appeared out of nowhere, amplifying these trends and adding others that impact how service organizations operate.

Recently, I had the pleasure of attending the Service Council's Smarter Services Symposium in Chicago. Beyond being excited to take my first business trip in over two years, I was curious to hear field service leaders (across a spectrum of industries) share their perspectives and plans for the future, AKA the "new normal."