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February 2019

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The Internet of Things (IoT) refers to smart, connected products (hardware, software, sensors, etc.), which improve reliability, increase capabilities and help us use products much more effectively and efficiently. IoT allows these smart connected products to generate data that can help you deliver unprecedented value to your customers. This data can be gathered, analysed and delivered in a way that can be used to your and your customers’ advantage. For example, MAN Truck & Bus…

We’re living in a world of customer-centricity, which I think is amazing. Customer experience and satisfaction are topics that I really enjoy learning and writing about, and I’ve witnessed the field service industry’s progression toward more customer centricity with glee. Seeing organizations in industries like manufacturing and utilities looking to companies like Amazon and Uber for inspiration on how to deliver what their customers’ want illustrates just how far we’ve come in embracing a world…

Amazon has put its hands into a great many cookie jars over the last two and a half decades — from bookseller, to big box store, to technology company, to seller of behavior data. Amazon has long since expanded its brand cachet, its recent acquisitions showing a desire to disseminate itself from the moniker of “Seattle-based monolith” into our local neighborhoods through grocery stores and, improbably, brick-and-mortar bookstores. To further cement that local presence, in…

If you missed my first post in this series, you can check it out here. I promised to follow up with some tactical steps to help future proof your business in the Digital Age, and the first step is building and protecting your digital reputation. I know – digital reputation, you are kidding me, right? You might be thinking, all that I have ever needed is the ability to send and receive email. Maybe occasionally,…

You are likely hearing, reading, and thinking a lot about the digitalization of field service and the movement of the entire industry toward outcomes-based service. Some of you may be further down the path than others, but regardless of your current state if these topics are at all on your mind, Sasha Ilyukhin is someone you’d find immense value in learning from. Ilyukhin is the VP Industry 4.0 Solutions and Customer Success at Tetra Pak.…

It’s easy to see autonomous vehicles as some far-flung future tech, but the reality is, autonomous cars are on the road today, and each year, between new entrants, acquisitions among traditional auto makers, and fierce public interest, we are closer to a driverless world than you’d think. We already know where the first business entrants will come from: Logistics, delivery, and transportation services. An eclectic group of brands, from Google to Dominos have already dipped…

Johnson Controls is a global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Worldwide, the company employs 120,000 in more than 200 locations. In his role as VP, HVAC Service at Johnson Controls, Buddy Saucier is responsible for ensuring customers are being served well, the business is growing, and profitability is increasing. In a recent discussion Buddy and I were having around the company’s quest to achieve…