Rodd Burger | Service Next West

Wednesday, April 28, 2027

11:05 AM Track B: Mastermind Topical Discussion: Radical Service Models: Co‑Service, Embedded Techs and Shared Delivery with Customers

Session Objectives:

As customers demand more control, visibility, and flexibility in how service is delivered, traditional operating models are being challenged, and in some cases, completely reimagined. Customers want more control, more transparency, and more flexibility in how service is delivered. In many cases, they expect to play an active role, whether through embedded technicians, co-managed operations, or shared data and decision models. In these peer-led discussions, explore how service leaders are experimenting with radical service models that move beyond vendor-only delivery, including co‑service arrangements with customers, embedded field engineers as part of the customer's staff, and hybrid models where customers handle first-line tasks while the OEM or service provider owns higher-risk, higher-value interventions.

Key Discussion Areas:

How are organizations deciding when co‑service or embedded models make sense versus traditional delivery?
What roles and responsibilities should sit with customer staff vs. provider teams in shared delivery models?
How do contracts, SLAs and pricing need to evolve to reflect co‑service, embedded technicians and shared risk?
What governance and escalation models ensure accountability without creating finger‑pointing between customer and provider?
How do organizations manage culture, trust and change when technicians effectively become part of the customer's team?
What approaches help pilot and scale radical service models across different levels of service maturity?