How Digitalization is Powering the New Industrial Workforce

From MIT Technology Review

Industrial work is undergoing a quiet revolution. Once dominated by analog tools, siloed systems, and on-site troubleshooting, today’s operations are being reshaped by an integrated suite of emerging technologies like digital twins, extended reality (XR), and artificial intelligence (AI). These are becoming core components of how companies plan, operate, and maintain their assets in high-stakes environments.

Across sectors like manufacturing, energy, logistics, and utilities, the shift isn’t focused on replacing humans with machines. It’s centered on augmenting frontline workers with tools that help them do their jobs more safely, accurately, and efficiently.

The Rise of the Smart Asset: Digital Twins in Action

Industrial enterprises can now have a real-time, virtual replica of their manufacturing plants, power stations, or pieces of industrial equipment—one that reflects actual conditions, predicts performance, and flags potential problems before they arise. Companies are increasingly turning to digital twins to optimize operations and reduce downtime.

A compelling example comes from Hitachi, which recently launched a metaverse platform for nuclear power plants that combines digital twins, AI, and point cloud data to improve collaboration and decision-making. Built under the company’s Lumada 3.0 initiative, the system allows stakeholders to remotely navigate complex facilities in 3D, run simulations, and conduct maintenance planning in environments that are often hard to access physically.

And Hitachi isn’t alone. The industrial metaverse is projected to grow from $48.2 billion in 2025 to $600.6 billion by 2032, according to Meticulous Research. As smart glasses become more capable and more affordable, XR is likely to become standard-issue gear on industrial job sites.

For industries that rely heavily on legacy infrastructure and strict regulatory compliance, the ability to visualize and interact with a site virtually—down to centimeter-level accuracy—reduces the need for costly site visits and mitigates safety risks.

From Clipboards to XR Headsets: The Evolution of Industrial Training and Support

Extended reality (XR)—which encompasses augmented, virtual, and mixed reality—is becoming a frontline tool for real-time diagnostics, training, and support.

Consider the scenario of a machine failure on a busy plant floor. In the past, that might have meant hours of downtime while waiting for a specialist. Now, an operator can use smart glasses or an AR tablet to access step-by-step repair instructions or connect with a remote expert who sees what they see and guides them through the fix.

Companies like Bühler and BKW are already using AR-powered support systems to remotely resolve technical issues, reduce equipment downtime, and protect employees from unnecessary exposure to high-risk environments.

Bühler: Real-Time Support Without Compromising Security

Bühler, a global manufacturer of food processing and industrial equipment, operates in more than 140 countries. Like many equipment manufacturers, Bühler faced a familiar challenge: how to provide fast, effective support to customers and field technicians across the globe—without sending experts onsite every time something went wrong.

Their solution involved a robust remote support system that leverages real-time video, diagnostics, and augmented reality to walk technicians through fixes virtually. Using centrally managed access controls, Bühler’s headquarters can authorize exactly who gets access to which machines, when, and under what conditions. This not only ensures that data stays protected, but also that support sessions comply with ISO 27001 cybersecurity standards.

The result is a globally scalable support model. Field technicians—whether they’re inside Bühler facilities or servicing customer machines—can resolve issues more quickly, while the company reduces travel costs and carbon emissions. It’s a prime example of how operational support can be both responsive and secure when built on smart systems.

BKW: Digital Employee Experience at Industrial Scale

Swiss energy and infrastructure provider BKW faced a different—but equally critical—challenge: how to provide consistent, fast IT support across its sprawling network of more than 140 subsidiaries.

Rather than relying on a patchwork of local IT teams or slow in-person fixes, BKW developed a centralized remote support platform that allows the corporate IT team to diagnose and resolve issues across all subsidiaries. When an employee’s device malfunctions, the IT team can swoop in remotely, fix the issue, and get the worker back online in minutes, not hours.

This system not only improves uptime and reduces support costs but also strengthens cybersecurity through structured permissions. Subsidiary teams can only access their own assets, outside contractors receive temporary access, and sensitive systems are protected by strict access rules. The initiative is a clear demonstration of how organizations can support digital transformation at scale without losing visibility or control.

Practical AI Applications at the Edge

AI has made headlines for everything from image generation to large language models (LLMs). But in industrial settings, its power lies in pattern recognition and predictive analytics.

AI can flag when a valve is likely to fail, optimize the routes of autonomous robots in warehouses, or suggest scheduling changes to reduce bottlenecks. Crucially, it’s also playing a role in integrating disparate IT and operational technology (OT) systems, a long-standing challenge in complex environments.

Yet, despite AI’s potential, only 23% of frontline workers say they have the tools they need to be most productive, according to a Deloitte study. This so-called “last mile” of digital transformation remains one of the biggest hurdles: it’s not enough to have AI running in the background—companies must make it accessible, understandable, and trustworthy to the people using it.

Security and Simplicity Must Go Hand in Hand

As industrial systems become more connected—streaming data to the cloud, enabling remote support, and running predictive models—cybersecurity concerns rise to the forefront. A single AR headset or connected sensor may provide new efficiencies, but it also opens a new threat vector. 

Still, the best defense is often good design. The organizations that are pulling ahead aren’t just layering on new tech—they’re rethinking workflows to make tools simpler and more secure. As one example, RLI Insurance adopted real-time device monitoring to proactively address IT issues before employees even noticed a problem, reducing support tickets and system downtime.

The Human-Centric Industrial Revolution

What unites these technologies—digital twins, XR, AI, and more—is their shared goal of making industrial work more human-centered. They don’t replace operators and engineers; they empower them.

The organizations seeing the most success aren’t chasing trends; they’re identifying real problems their employees face and finding the right tools to solve them. Whether it’s remote assistance for a technician, immersive XR training for a new hire, or predictive maintenance to avoid a costly shutdown, the focus is on enabling people to do their best work.

Final Thought

Digital transformation isn’t a one-time project—it’s an ongoing journey. But for companies willing to invest in practical innovation, the payoff is clear: greater productivity, safer operations, and a workforce equipped for whatever comes next.