Featuring insights from Travis Myers (Director of Customer Support, JLG) and Neil McCoy (Director, Aftermarket, Sandvik)
At Field Service Edge 2026, we sat down with two leaders who’ve lived through the messiness of AI pilots from both sides, and came out the other side with hard-earned clarity on what actually goes wrong.
The conversation surprised us. Neither Travis nor Neil led with technology. They led with people, assumptions, and the uncomfortable gap between how you think a pilot will go and how it actually unfolds.
📹 EMBED VIDEO SNIPPET HERE
Here’s a taste of what came up:
- Why a pilot that ends without using the vendor you started with might actually be your best possible outcome
- The moment Niel’s team looked at their own customer-facing change management deck and asked: “Why aren’t we doing this for ourselves?”
- What happens to all that pilot momentum when legal negotiations drag on for months, and what both leaders wish they’d done differently
- The single piece of advice Travis and Niel would give themselves before committing to a pilot (neither of them mentioned the technology)
There’s also a candid moment where Travis admits the change management on a previous project was “horrible”, and how that failure shaped everything that came next.
If you’re scoping an AI pilot right now, or you’re sitting in the post-pilot graveyard wondering what happened, this session is worth 20 minutes of your time.
Watch the full Session 2 recording →
Field Service Edge is Aquant’s annual event for service leaders navigating AI transformation. This year, we had 10 industry speakers across the medical and industrial equipment space. Browse all sessions →