Integrated service and performance partnerships THEME 2 Unified engagement and experience platforms THEME 3Evolutions of themes Deliver zero-downtime performance and cost-efficient service through connected assets and shared lifecycle intelligence. Asset uptime Service response time Connected product insights — Product usage, operating conditions and fault signals enable predictive maintenance. — Real-time alerts help service teams to prevent failures and reduce unplanned downtime. — Data-driven and service history improves root-cause analysis.Lifecycle control tower — AI detects anomalies and recommends remote adjustments, which technicians approve and execute. — Lifecycle control towers enable fleet-wide monitoring and coordinated interventions. — OEM-customer teams align on shared KPIs to improve uptime and responsiveness.Autonomous performance ecosystems — Assets self-tune and self- correct within guardrails, with humans overseeing exceptions. — Failures are proactively avoided through autonomous adjustments and embedded physical AI. — OEM and customer operations form a self-optimizing, zero- downtime ecosystem.NOW (0-2 years) NEAR (3-5 years) NEXT (5+ years) Objectives Evolutions of themes Create hyper-personalized, proactive experiences that strengthen loyalty and lifetime value across all touchpoints. Customer query resolution time Customer lifetime valueConnected customer portals — Consolidate service history, shipment tracking, support tickets and asset insights into one digital interface for customers. — Provide transparent updates and basic personalization, such as alerts or usage recommendations. — Streamline interactions by reducing dependence on multiple OEM touchpoints.Context-aware experience platforms — Customer interactions evolve through AR, mobile and voice interfaces that adapt to real- time behaviour and operating context. — Behavioural analytics guide targeted recommendations, service reminders and personalized support journeys. — Experiences become multi- modal, consistent and responsive to the customer’s role and intent.Agentic experience ecosystems — AI copilots interpret conversational, operational and contextual cues to anticipate intent and co-orchestrate decisions with customers. — Experience journeys continuously evolve based on real-time learning, ensuring hyper-personalized service and engagement. — Customer and OEM agents collaborate seamlessly to resolve issues, run operations and plan future needs.NOW (0-2 years) NEAR (3-5 years) NEXT (5+ years) ObjectivesCUSTOMER INTEGRATION CUSTOMER INTEGRATION Intelligent Industrial Operations Outlook 2026 45