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October 2019

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When discussing service leadership traditionally, topics such as strong communication and a focus on change management and employee engagement have been top of mind. These things remain incredibly important, but the reality is, what is demanded of service leadership today has evolved along with the industry. In the experience economy with service as a strategic differentiator, innovation is essential. And it turns out, the traits that make a strong operational leader are not the same…

The IoT reality IoT is growing quickly, but are you prepared for what that means in reality? The Internet of Things (IoT) involves an increasing prevalence of objects and entities (things) provided with unique identifiers to transfer data over a network. A lot of the increase in IoT communication comes from devices such as computers, sensors, machine to machine (M2M) communication, smart energy grids, smart homes and buildings, vehicle to vehicle communications or wearable devices. This…

Last week was an action-packed week in Boston at IFS World Conference 2019. The event theme was “for the challengers,’ which I must say is a message I can really get behind. There’s a personal appeal, in the sense that I’ve always considered myself to be somewhat of a “challenger” — someone who asks a lot of questions, tries to think outside the box, and doesn’t back down in the face of resistance. But moreover,…

You have already experienced change and value in applying the former stages of the hierarchy of digital adoption to your businesses: digital trust, contextual computing, and insights. The final component of the hierarchy we will discuss will propel us over the finish line as we take digital trust, contextual computing, and insights stages momentum to alter our business habits. Often the word “transformation” is bandied about, but who really knows what this term means? If…

 Live from the IFS / WorkWave User conference, Sarah sits down with Marne Martin, CEO Workwave & President Service Management Global Business Unit at IFS, Erica Brister, President & CEO of U.S. Pest Protection, Danielle Canup, President & COO at Duraclean, and Mary Mahoney, CEO at Pacific Lawn Sprinklers. The group discusses their personal experience and finding their voices as female leaders in service.    

In the face of constricting workforce and increased automation, one thing has become very clear: Industry-leading service companies are learning to do more with less. Through technology, and organizational optimization, fewer internal resources are now needed to complete a service job. That’s certainly true in the truck, but you could argue that it’s equally as true in the back office. Let’s talk about some of the implications of that change. The Back-Office Benefit of FSM…

It should be obvious to everyone by this point that cloud is not the future anymore; it’s the present. That’s fine in theory, but when it comes to systems that you’ve invested time and physical real estate in, it can be a messy divorce. There’s a few major deviation points when it comes to Field Service and the cloud, and it’s important to be aware of them. Let’s take a few minutes to break it…

 Gaven Fahl, Director, Critical Accounts Program at Hewlett Packard Enterprise, chats with Sarah about what customers need when things go awry and how to find skill sets that can successfully navigate complex customer situations.