CXO Nordics Roundtable

Innovation at Semco Maritime – What Really Works

Martin Ejlskov, Head of Innovation at Semco Maritime, will share how one of Denmark’s leading energy companies approaches innovation. Drawing on practical experience, he will highlight the methodologies that have proven effective in creating real business impact-balancing structure with creativity, and fostering collaboration that drives sustainable growth.

Speaker: 

Martin Ejlskov
Head of Innovation
Semco Maritime

Reinventing Aftersales and Field Service with Augmented Reality and Connected Workflows

Speaker: 

Julian Doelfs
Director AR/MR Solution Sales – EMEA
TeamViewer

Reinventing Aftersales and Field Service with Augmented Reality and Connected Workflows

This session will explore how industrial enterprises can transform their aftersales and field service operations using AR-powered tools and connected workflows. With solutions like TeamViewer Frontline—Assist for remote expert guidance, Inspect for digital inspections, and Make for hands-free assembly instructions—companies can significantly reduce service costs, improve first-time fix rates, and elevate customer satisfaction.

Discussion points:

• How AR and smart glasses are redefining field service technician enablement
• Creating a digital thread across inspection, diagnostics, and repair
• Enhancing customer experience in aftersales through remote service capabilities
• Empowering less experienced workers with remote support and guided digital workflows
• ROI of digital field service transformation: downtime reduction, faster service delivery, reduced travel time and cost, and improved asset performance

Target Outcomes:

• Share cross-industry best practices in digitizing field service
• Understand barriers to adoption and how to overcome them
• Identify KPIs for success in AR-enabled aftersales transformation

Roundtable Questions:

1. Strategic Alignment & Challenges
   – How important is aftersales and field service in your overall customer experience strategy?
   – What are the biggest challenges your organization currently faces in field service operations?
   – Are you seeing a growing need to digitise inspection, maintenance, and support processes?
2. Workforce Enablement
   – How do you currently support your field technicians or frontline workers in complex tasks or remote locations?
   – What strategies are you using to address the skills gap or workforce aging in your field operations?
   – Could AR-driven workflows (like xAssist or xInspect) help standardize knowledge and support less experienced staff?
3. Digital Transformation & ROI
   – Have you explored technologies like AR or smart glasses for field service? If yes, what were your biggest learnings?
   – What KPIs or business outcomes would justify investment in AR-based field service tools in your organization (e.g., reduced downtime, improved fix rate, reduced travel)?
   – How are you measuring ROI from existing digital tools in aftersales?
4. Customer Experience & Efficiency
   – How have customer expectations changed in terms of speed and quality of service?
   – Would the ability to offer real-time, remote support to your customers or field teams change how you deliver service?
5. Integration & Scalability
   – What challenges do you foresee in integrating AR and remote support tools into your existing IT/OT infrastructure?
   – How do you ensure security and compliance when implementing new digital tools for field operations?
6. Vision & Next Steps
   – Where do you see the biggest opportunity to apply AR and connected workflows in your operations over the next 12–24 months?
   – What kind of partner support would you expect from a vendor like TeamViewer to scale these initiatives?

Moderator: 

Hanne Hansen
Global Senior Advisor
Novo Nordisk