This episode of Copperberg Conversations on Manufacturing Matters explores how aftermarket and field service are evolving as manufacturers move from reactive service models toward more predictive, connected, and value-focused strategies. Our guest, Aly Pinder Jr., Research Vice President, Aftermarket and Service Strategies at IDC, joins Lisa Hellqvist to reflect on the key conversations coming out of Copperberg’s Birmingham events and what they reveal about the future of service. Drawing on his research and work with manufacturers, service organizations, and technology providers, Aly shares his perspective on the shifts reshaping service today; from connected assets and AI to workforce development, service monetization, and the changing relationship between manufacturers and solution partners.Topics covered:
- From Reactive to Predictive Service: Why service organizations are moving beyond break-fix models and using connected assets, data, and intelligence to better plan capacity, reduce downtime, and trigger service more proactively.
- The Workforce as the North Star: Why attracting, retaining, upskilling, and valuing service talent remains one of the most critical challenges for the industry.
- Making Service Value Commercially Visible: How manufacturers can move beyond parts, labor, and consumables by selling tangible service knowledge, training, remote monitoring, and customer care.
- AI Beyond the Hype: Where AI can create practical value today by giving technicians contextual knowledge at the point of need, and how agentic AI could eventually orchestrate workflows across the enterprise.
- Bridging the Gap Between Manufacturers and Solution Providers: Why successful technology deployment depends on practical tools, fast adoption, vendor accountability, and a deeper understanding of real service environments.
- 00:00 Introduction
- 05:43 Key Takeaways From the Birmingham Events
- 13:38 Shifts in Aftermarket & Service
- 18:19 Service Monetization and Value-Based Selling
- 28:28 Service as Customer Experience
- 36:04 AI: What’s Real Now and What Comes Next
- 42:00 Bridging the Gap Between Solution Providers and Service Leaders in Manufacturing
- 52:15 Final Thoughts and Industry Outlook
- Connect with Aly Pinder Jr. on LinkedIn
- IDC website: IDC
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