John Tocado
Principal Analyst, Systems Development JLGTuesday, April 27, 2027
3:45 PM Track B: Case Study: Redesigning Service Work to Unlock the Value of AI
The biggest opportunity with AI may not be automating existing work, but rethinking how the work gets done. John Tocado, Principal Analyst, Systems Development at JLG Industries has taken a practical approach to identifying where machine learning can augment people, improve efficiency and deliver real business value. Starting in the contact center, JLG identified affordable, high-value applications, including automated documentation for hundreds of thousands of cases. Further applications are being developed to surface knowledge, support technical writers and respond to customer emails. Discover how JLG is redesigning service work around what AI does best and where human expertise matters most. Find out how to:
- Identify where AI can augment people and deliver measurable value
- Redesign workflows around the strengths of humans and AI
- Evaluate use cases based on business impact, feasibility and cost
- Move AI applications from concept to production while keeping humans in the loop
- Find the next high-value opportunity for AI across service
Wednesday, April 28, 2027
11:05 AM Track C: Mastermind Topical Discussion Closing the Skills Gap at Speed: Building Field Capability for a New Era of Service Demand
Session Objectives:
With growing demand and a shrinking pool of experienced technicians, service organizations are facing a critical capability gap that requires entirely new approaches to training and workforce development. At the same time, equipment and systems are becoming more complex and digitally enabled, increasing the baseline knowledge required in the field. These peer-led discussions will explore how service leaders are redesigning training and onboarding models to scale expertise faster across the workforce. Participants will share approaches for combining digital learning, simulation, and on-the-job training to accelerate capability building without overburdening SMEs or compromising service quality.
Key Discussion Areas:
- How are organizations reducing time-to-proficiency for new field engineers in increasingly complex environments?
- What training models (apprenticeships, VR/AR, LMS, hybrid learning) are proving most effective at scale?
- How do you capture and transfer knowledge from experienced technicians before it is lost?
- What does a modern onboarding journey look like for long-term retention and performance?
- How do you define and track competency progression in a consistent and measurable way?
- How are organizations balancing speed of training with quality, safety, and customer impact?
- What role does digital learning play in supplementing limited SME capacity?
Check out the incredible speaker line-up to see who will be joining John.
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