Manufacturers are increasingly turning to technology to support the demand for better customer engagement. The rise of the Internet of Things (IoT) and connected products holds promise for delivering enhanced, value-added customer services. However, today, many manufacturers must find ways to offer services for products that aren't yet "connected." Many manufacturers are arming their field service workforce with mobile devices to deliver enhanced support and enable technicians to quickly access relevant customer and product information to increase first-time fix (FTF) rates. In addition to mobile, we increasingly are seeing the use of video to support field service workers. These applications of technology are helping manufacturers bridge the gap between today's reality and the future promise of connected products.