TSIA Research Journeys are our initiative to solve today's top problems plaguing the tech industry. Join us as we launch discovery research, build practical theories, and deliver industry-validated, board-ready insights—designed to empower every tech company.

The field services industry is at a crossroads. A wave of seasoned technicians are reaching retirement age, taking years of invaluable knowledge and expertise. Simultaneously, a new generation of Millennial and Gen Z technicians are entering the workforce and bringing fresh perspectives—often lacking the deep technical experience of their predecessors. 

This generational shift presents a critical challenge: transferring accumulated knowledge to the new, incoming workforce—and equipping them to succeed in an increasingly complex landscape, presents a challenge with generations of legacy equipment.

TSIA’s research aims to answer a crucial question: How can we leverage AI to transfer knowledge from senior field services technicians and reduce the experience requirements for hiring new technicians? In this Research Journey, we will employ our rigorous research methodology to reveal the risks of not tackling this challenge. With our findings, we can empower field services organizations with the insights they need to thrive in a dynamic and competitive market—but, we can’t do it without you.

So please join us as we:

• Define the Problem: By clearly identifying the business challenge, we can start developing strategies to tackle it.
• Launch Discovery: Where we dig deep into facts and contributing factors via polls, surveys, and interviews.
• Develop the Theory: With data in hand, our researchers and analysts can develop and enhance frameworks.
• Guide the Industry: Correlations to financial results inform conclusions that will help your organization transition to an AI-powered future.

By following this journey, you can stay updated on each step, find new solutions, and see results as we work toward closing the knowledge gap in field services, and ensure a smooth transition to an AI-powered future.

{{special-callout}}

‍

Defining the Problem: The Knowledge Drain

The field services industry is on the brink of a knowledge crisis. As seasoned field services engineers retire, they take decades of invaluable expertise away and leave a widening gap in technical proficiency. Compounding this issue is the influx of new, less experienced technicians entering the workforce—a generational shift that necessitates a radical approach to knowledge transfer. While conversations around AI’s potential increases, a crucial question remains: How can you effectively harness AI to bridge the knowledge gap and empower the next generation of technicians?

This problem is multifaceted and urgent. If this knowledge transfer fails, the technology industry risks declining service quality. Companies may struggle to maintain the same technical proficiency and responsiveness level, which will lead to customer dissatisfaction and potential lost revenue. Moreover, the onboarding and training process of new technicians could become increasingly prolonged and expensive, hindering growth and scalability.

This challenge impacts numerous stakeholders within field services organizations. Hiring managers are struggling to find experienced talent and need to adjust hiring profiles. Executives are under pressure to maintain profitability, while meeting increasing customer demands. Senior technicians possess valuable, undocumented knowledge that is difficult to transfer, so ignoring these issues isn't an option. Companies that don't address the knowledge gap and embrace AI risk falling behind in service delivery, product support, recruitment, and innovation.

The field services industry faces a critical knowledge transfer challenge that threatens their ability to thrive in an increasingly complex and competitive market. This Research Journey explores how AI can be strategically implemented to bridge the knowledge gap, empower the next generation of technicians, and ensure continued success of field service organizations.

Why Does It Need Solving?

The rapidly shrinking pool of experienced technicians threatens to disrupt operations, hinder growth, and erode customer satisfaction. Without adequate knowledge transfer mechanisms, companies risk losing valuable expertise as senior technicians retire and leave a void that newer, less-experienced technicians may struggle to fill.

The risks of not solving this problem are substantial:

• Inability to fill open roles: Companies will need help to recruit and retain qualified technicians, causing project delays and lost revenue.
• Slower service delivery: Without the expertise of seasoned technicians, companies will be slower in responding to customer needs, which impacts satisfaction rates, service quality, and customer loyalty.
• Competitive disadvantage: Companies that fail to adapt will fall behind competitors who have successfully implemented AI solutions to optimize operations, improve service delivery, and empower their workforce.
• Loss of valuable knowledge: As senior technicians exit the workforce, their undocumented knowledge and experience will disappear, hindering the development of new technicians and impacting the quality of service provided.

The challenge is clear: companies must bridge the knowledge gap and empower the next generation of field services technicians. This Research Journey explores how AI can offer practical solutions and enable companies to both capture and transfer critical knowledge, optimize training and onboarding processes, and create a more sustainable field services ecosystem.

Unveiling the Research Methodology: How We're Tackling the Challenge

Your participation is essential to address the knowledge drain in the field services industry. We are committed to delivering comprehensive analyses and actionable insights that can transform how your organization approaches this challenge. Our Research Journey is designed to be rigorous and collaborative, ensuring you’re an active contributor to a new solution.

The journey begins with a quick poll that will capture immediate insights and provide a preliminary view of how the industry currently addresses this challenge. Following the polls, a comprehensive survey will gather more targeted data on organizations' challenges and strategies in implementing AI in field services. The survey will provide a deeper understanding of the current conditions and areas requiring further investigation.

We will share our findings throughout the research process through various channels, from published insights to webinars. We will conclude with a dedicated conference presentation summarizing our findings.

What You’ll Gain From Participating in This Research Journey

By engaging in this Research Journey, you will:

• Gain a comprehensive understanding of the AI landscape in field services: You'll learn about various AI use cases, prevalent adoption rates, and the impact of AI on key metrics.
• Identify best practices and benchmarks for AI implementation: The research will uncover successful strategies, key metrics for evaluating success, and best practices to implement and optimize your AI initiatives.
• Contribute to shaping the future of the field services industry: Your participation will help you identify challenges, develop practical solutions, and establish a roadmap to bridge the knowledge gap.
• Network with industry leaders and peers: The Research Journey provides opportunities to connect with other professionals facing similar challenges, share experiences, and collaborate on finding solutions.

Your participation is crucial to the success of this research and the advancement of the field services industry as a whole. We encourage you to join us in this endeavor and help shape the future of field services in the age of AI.

Your Key Takeaways

By the end of this Research Journey, you’ll have gained practical insights on effectively leveraging AI to navigate the knowledge transfer crisis, and empower the next generation of field services technicians. More specifically, you’ll walk away with:

Thematic Insights

• Discover critical themes shaping AI adoption and implementation in the field services industry. Understand what’s working, what isn’t, and where the industry is heading.

Proactive Guidance

Receive reactive and proactive guidance on:

• Identifying and implementing relevant AI use cases for your specific field services operations.
• Measuring the impact of AI on key performance indicators, such as remote resolution rates, field service rates, technician efficiency, and customer satisfaction.
• Developing a comprehensive AI strategy that aligns with your organization's overall business goals and addresses potential challenges, such as data security, ethical considerations, and workforce training.

Strategic Empowerment

The main goal of this journey is to equip field services organizations with the knowledge and tools to integrate AI into their operations successfully. You will learn how to:

• Use AI-powered knowledge capture and transfer solutions to bridge the gap between retiring senior technicians and new, less-experienced technicians.
• Optimize technician training and onboarding processes through AI-driven tools that accelerate learning and enhance technical proficiency.
• Reimagine workforce planning and recruitment strategies, leverage AI's potential to lower experience requirements, and expand your pool of qualified candidates.

This Research Journey aims to empower field services organizations to navigate the evolving landscape of AI, and harness its transformative potential. By participating, you will gain valuable insights, practical guidance, and strategic direction to lead your organization into the future.

‍‍This is an ongoing Research Journey with updates happening in real time. Click here to experience this Research Journey in full.