Digital Transformation Is Changing Everything, And Technology Is The Easy Part By Paul Hesselschwerdt, Global Partners Training Digital transformation of service is perhaps one of the most significant business trends to be accelerated by the COVID-19 pandemic. Before the pandemic, technical service organizations were already adopting new technologies to improve service delivery. For example, Augmented Reality (AR) tools such as smart glasses were being used to enable field service people to assist on-site engineers without incurring the time and expense of travel. Similarly, Virtual Reality (VR) reduced the time required for new engineers to be fully capable of completing highly technical service and installations by providing them with realistic simulations of service situations. For most service providers, however, adoption had been slow and cautious. At the start of 2020, for example, one industry survey reported that 52% of companies still used manual methods for most of their tasks.