Top field service trends for 2025: What to expect and how to prepare

1. Digital twins technology

Digital twins are virtual replicas of physical assets, offering real-time insights into equipment performance and condition. For field service, this builds on the familiar concept of the Internet of Things (IoT), but digital twins take it a step further by not only monitoring assets but also simulating their behavior to predict and prevent issues. For example, a wind turbine’s digital twin can detect unusual vibration patterns and forecast potential breakdowns, enabling technicians to act before problems arise.

This technology helps field service teams move beyond reactive or even basic predictive maintenance. It optimizes service schedules, reduces downtime, and informs better product designs by leveraging real-world data. Adoption of digital twin technology is accelerating across industries. According to McKinsey, nearly 75% of companies in advanced industries have implemented digital twins with at least medium complexity. While sectors like automotive and aerospace are leading in adoption, industries such as logistics, infrastructure, and energy are developing their first concepts.

2. AR and VR for remote assistance

In the service industry, AR and VR technologies are transforming how technicians diagnose and resolve issues. By creating simulated environments derived from real-world scenarios, these tools allow technicians to visualize and identify problems beforehand. This means they can arrive at the client’s location fully prepared with the right tools and spare parts. Additionally, AR enables technicians to connect with certified experts remotely, receiving real-time guidance to resolve complex issues.

These technologies also enhance efficiency by reducing travel time, cutting costs, and improving first-time fix rates. Beyond on-site support, AR and VR are valuable for training, enabling immersive learning experiences that build a skilled and confident workforce. As these tools continue to evolve, they are becoming central to modern field service management, ensuring higher productivity and customer satisfaction.

3. Customer self-service portals

Customers are increasingly demanding greater control and transparency. Self-service portals empower customers to book appointments, track technician arrival times, and even troubleshoot issues independently. This shift not only enhances the customer experience but also reduces the workload on support teams, making it a win-win for businesses and their clients. Research from Tidio indicates that 88% of customers globally expect businesses to provide online self-service support portals, highlighting the need for clients to be able to manage their own service requests.  

4. Workforce as a Service

The gig economy is making its way into field service. Workforce-as-a-Service models allow companies to scale their technician workforce dynamically, hiring skilled professionals on demand for specific tasks or projects. This flexible approach helps businesses manage seasonal demand, reduce overhead, and ensure service continuity.  

Gartner notes that the gig economy continues to gain traction as organizations adopt new technological platforms that match skilled employees with opportunities. This trend is leading to the increased use of contingent workers to support short-term talent needs.

5. Technician enablement tools

Field technicians are the backbone of any service operation. In 2025, expect to see a surge in tools designed to empower technicians, including mobile apps for real-time data access, AI-powered diagnostic tools, and IoT-enabled devices for seamless communication. These tools enhance efficiency, reduce errors, and improve job satisfaction.

These advancements go beyond improving operational efficiency—they also recognize the importance of technicians as the cornerstone of customer satisfaction. Organizations are beginning to understand that empowered technicians can deliver better service experiences by arriving at job sites better informed and better prepared. Additionally, these tools reduce the cognitive load on technicians by automating routine tasks, freeing them to focus on more critical aspects of their work. As organizations refine and expand these technologies, they aim to create a more streamlined, error-free workflow that supports technicians and strengthens their connection to the customers they serve.

6. Personalized customer service powered by AI

In 2025, personalization will define the customer experience. AI-driven tools are enabling businesses to offer tailored solutions, anticipate needs, and create more meaningful interactions. According to Zendesk’s CX Trends 2025 Report, 88% of CX leaders consider personalization critical as they adopt emerging technologies to meet rising expectations. This shift isn’t just about convenience—it’s about loyalty. AI-driven personalization fosters trust and makes customers feel valued, turning one-time interactions into long-term relationships. For field service businesses, harnessing AI for personalized recommendations and proactive communication will be key to standing out.

7. Emphasis on cybersecurity culture

The rise of AI-driven tools in field service brings immense potential—but also new cybersecurity challenges. As AI tools analyze sensitive customer data and facilitate operations, organizations must foster a strong cybersecurity culture. According to the World Economic Forum, the misuse of AI in cybercrime is a growing concern, as it can enable more sophisticated attacks, such as AI-generated phishing scams or automated data breaches. To address these risks, companies must invest in robust protocols, advanced security technologies, and employee training programs to detect and mitigate threats effectively. Cybersecurity strategies should also include regular audits of AI systems and encryption of sensitive data to maintain customer trust and operational resilience.

Preparing for 2025 and beyond

Thriving in the evolving field service landscape doesn’t mean adopting every trend—it’s about aligning your strategies with the unique needs and priorities of your organization. Factors like your company’s focus, goals, team size, and resources will influence which technologies and approaches are most beneficial.

The key is to stay informed and adapt selectively, turning relevant trends into actionable strategies that meet your organization’s unique requirements:  

• Evaluate whether emerging technologies like digital twins, AR, or AI align with your operational goals and the scale of your business.
• Consider investing in tools that make your technicians’ jobs easier, particularly if they directly impact efficiency and customer satisfaction.
• Flexible workforce models may be valuable for managing fluctuating demand, but they might not be necessary for all organizations.
• Prioritize cybersecurity measures that are appropriate for the level of generative AI and sensitive data your operations handle.
• Focus on personalization where it adds value to customer relationships and supports your overall service objectives.