In the ever-changing environment that service businesses operate, there are many potential transformation initiatives available. But from all these potential choices, which are the best options to start with? Is…
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Much of the conversation around technology investment for field service centers around two critical objectives: optimizing the customer experience and maximizing efficiency. There’s an important third aspect at play, though…
Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your…
Acquiring and mastering customer and industry information should be a core competency for field service organizations. The success of these organizations rests primarily on their track record and their ability…
Last year, I wrote an article in which I compared AI in video games—a phenomenon that’s been around for over 40 years—with AI in business applications—a comparatively new development. In…
Roy Dockery, VP of Customer Care at Swisslog Healthcare, joins Sarah to give his take on why field service organizations need to take more control over the talent gap. Roy…
Juan Cruz, Jr. is the Senior Manager, National Field Services, at Fresenius Medical Care North America. In his role, Juan Leads and manages 6 district field service managers and 55…
This article seeks to answer two questions. First: How do successful companies leverage their knowledge to drive growth? Second: Which trends do we see in the market today related to knowledge management? When we talk about…
The prevailing wisdom is that, when it comes to Digital User Experience, the emphasis of design should always favor the customer. It’s true that managing customer user experience through your…
Field Service Evangelist
Future of Field Service
Challenge The Present, Lead The Future
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@