Real-Time Field Visibility: Live Data to Better Decisions

This is the operational headline of the 17th Annual Field Service Management Summit ANZ, where field leaders from utilities, telecommunications, transport, retail and resources unpack how they're closing the gap between data availability and decision velocity.

Why Real-Time Visibility Is the 2026 Operational Priority

Customer expectations have shifted. Service windows have tightened. SLAs are sharper. And the cost of a wasted truck roll or a missed appointment compounds across thousands of daily jobs. The organisations winning in this environment have one capability in common: they've put decision-making power at the point of service.

That's the focus of a dedicated panel — Real Time Field Visibility: Turning Live Data Into Better Decisions — exploring how leaders are improving visibility, closing information gaps and empowering frontline teams to respond with confidence.

Three Case Studies on the Agenda Worth Watching

SA Power Networks: AMP — the Advanced Mobility Platform

Mathew Nolan, Systems & Improvement Manager at SA Power Networks, will deliver a quickfire on AMP — SA Power Networks' Advanced Mobility Platform — designed with field crews, for field crews. The session covers how AMP is transforming digital work delivery, boosting efficiency and reshaping the future of field operations across one of Australia's largest electricity distribution networks.

Telstra: Field service as a brand differentiator

Kylie Lanham, Head of Growth in Field Services at Telstra, headlines a Day 2 keynote on why field operations are now core to brand, customer experience and growth. Field service has shifted from operational necessity to commercial driver — and Telstra's experience offers a roadmap for any service-led business connecting frontline execution to retention, loyalty and market position.

Bunnings: Service delivery at scale

Michael Twyman, Service Delivery Manager — Field Services AU/NZ at Bunnings, brings the retail and distribution perspective. With thousands of in-home and on-site service interactions every week, Bunnings is a masterclass in how to deliver consistent, real-time-informed service experiences across geographically dispersed teams.

Modernising the Tech Stack to Support Real-Time Operations

Field service teams are being asked to move faster, deliver more and manage rising complexity — yet many still rely on outdated or disconnected technology. Phil Parbury, Director of Operations at TOMRA, will join a panel on modernising the tech stack to support mobile workflows, real-time visibility and consistent customer experience.

The panel will explore three perennial challenges:

• System consolidation — reducing the number of disconnected tools technicians have to navigate
• Integration — getting CRM, scheduling, asset, dispatch and inventory systems to actually talk
• Scalability — choosing tools that grow with the operation rather than being replaced every three years

From a Support Centre to a Customer Experience Centre

Real-time visibility isn't just about technicians. It's about the back office that supports them. A Day 2 panel — From a Support Centre to Customer Experience Centre — explores how leading organisations are redesigning support functions to feed stronger insight into scheduling, technician preparation and onsite decision-making. The result, when done well, is faster resolution, fewer repeat visits and a connected experience for customers and frontline teams alike.

Interactive Discussion Groups: Real Operators, Real Conversations

Three of the seven IDG topics directly address real-time field operations:

• IDG B — Optimising the Mobile Workforce: equipping, scheduling and supporting dispersed teams for peak efficiency
• IDG E — Planning, Scheduling & Route Intelligence: how data and automation are helping teams do more with less
• IDG F — Data-Led Asset Performance & Risk: using sensors, analytics and performance data to reduce unplanned downtime

No slides. No fluff. Just 30-minute peer-led rotations between senior operators tackling the same operational problems.

Get Real-Time Field Service on Your 2026 Roadmap

FSM Summit ANZ 2026 is the most concentrated source of practitioner insight on field service mobility, real-time data and customer experience in Australia this year.