I’ve taken note of a recurring theme in many of my conversations with service leaders in recent months: the prioritization of knowledge management within their digital transformation roadmaps. While knowledge…
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Manufacturing firms across a variety of disciplines have been looking for ways to implement more service-oriented solutions into traditional manufacturing processes. This true for organizations that work with capital and…
Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well…
We know that the advancements in capabilities, sophistication, and usability of today’s field service software solutions are impressive. But we also know that, regardless of the strength of software selected,…
Manufacturers across the board are waking up to the potential of servitizing previously product-oriented businesses, building out their book of business with service and outcomes-based solutions. For manufacturers who build…
Sarah shares a panel discussion from the Service Council Virtual Symposium with Linda Tucci of Ortho Clinical Diagnostics, Dr. Marlene Kolodziej of RICOH USA, Sophia Williams of NCR, Sonya…
Prior to the COVID-19 crisis, companies across sectors were moving toward service-based strategies due to a number of challenges such as commoditization, price pressure, technological disruption, stagnant growth, and untapped…
This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management…
Katie Hunt, Service Operations Leader at APi Group, shares with Sarah insights gleaned and lessons learned during the company’s recent field service software upgrade. Sarah Nicastro: Welcome to…
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Future of Field Service
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We hope you find Future of Field Service to be a valuable resource where you can gain knowledge and perspective to help you shape your service organization’s journey into the future. We strive to provide objective insight, success stories of field service business transformation, firsthand perspective from service leaders on foremost service topics, and analyst perspective on industry trends. We’re here for you, so don’t hesitate to offer feedback on what you’d like to see. Have thoughts or a cool story to tell? We’d love to talk with you! Email Sarah at sarah@