For years, service organizations have measured the success of technology investments based on the return on investment. However, AI has flipped the script and brought into question some of the service leaders’ long-held assumptions. No longer just a standalone investment, AI is becoming ingrained throughout all aspects of service operations. As it moves beyond the limits of previous technology, service leaders must also move beyond outdated metrics to track its success and step into this new, AI-driven era of service.
Tune into the inService™ Podcast Live on Thursday, April 3rd, as we’re joined by Michael Hughes, Global Head of Service for Peak Scientific Instruments. Together, we’ll look at the implementation of digitization and AI within his service operations, and how they’re focusing on improving tools and technologies for technicians, rather than just ROI. He’ll discuss Peak Scientific’s AI journey, including how they hope to leverage AI to better shape the frontline experience, the challenges they want to solve and how they are moving beyond financial metrics to account for success.
Mike Hughes is currently the Global Head of Service at Peak Scientific Instruments Ltd. His responsibilities include leading a global service organization of over 170 field service engineers and technical support specialists. He also directly manages the Global Technical and Training functions. His tenure at Peak Scientific has been marked by significant achievements, such as introducing Peak Visual Support, an AR based platform to enable enhanced remote troubleshooting and diagnostics. He also developed a strategic approach to service contract sales, based on installed base contract connection rate, on time warranty conversion and contract renewals, which has contributed to the company’s commercial growth. Mike’s background lies in Six Sigma and process improvement, across operational, technical and commercial roles. Mike’s passion lies in developing data-driven strategies that align with the company’s goals and customer satisfaction. His experience in field service and his role in enhancing service delivery at Peak Scientific highlight his commitment to customer centric operational excellence.