Service organizations are entering an era where performance is shaped by a combination of human expertise, digital intelligence, and AI-enabled tools embedded across the service lifecycle. This shift is redefining leadership. Today's leaders must not only deliver operational performance, but also ensure their organizations can adapt to rapid technological change, sustain workforce capability, and maintain employee engagement under increasing pressure. Field engineers and support teams are being asked to do more with less while adopting new tools faster and navigating rising customer expectations and complexity. At the same time, retention, onboarding, and workforce wellbeing are becoming critical drivers of service performance, not secondary concerns. This keynote will explore how one service leader is balancing AI-driven efficiency with human sustainability, building a service organization that is both high-performing and resilient. 

• Lead service organizations shaped by both people and AI-enabled tools  
• Create leadership models that support both performance and workforce sustainability 
• Use AI and data to improve decision-making and resource allocation without adding complexity  
• Balance efficiency goals with employee wellbeing and engagement  
• Build trust and adoption of AI across service teams