In this episode, we explore how field service leaders need to rethink the way they evaluate technology in a world where operational complexity is rising and customer expectations continue to evolve.

Traditional feature-based comparisons are no longer enough. Instead, modern field service success is defined by outcomes—how quickly teams respond, how clearly operations are visible, how well workflows are coordinated, and how effectively service can scale.

Drawing from the Dusk FSM whitepaper, we introduce a practical evaluation framework built on five core pillars: responsiveness, visibility, coordination, scheduling intelligence, and scalability. These pillars provide a structured approach to assessing whether a platform can truly support real-world operations—not just look good on paper.

We also explore the role of AI in this ne ...