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December 2019

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It’s been an honor to be at the helm of Future of Field Service in 2019, and a pleasure to watch it grow. Since it’s inception at the very end of 2018, we’ve had immense support and interest from the industry – so thank you for that! I’m very passionate about giving the service community a platform to share, learn, and grow and I’m thankful for the opportunity Future of Field Service gives to do…

It’s the end of December and that means one thing: There’s probably a new Star Wars movie coming out. Rapt as I am about the many technologies disrupting the world of service, my love for Star Wars stretches back slightly further in my life, so I thought it’d be fun to take the quiet time between Christmas and New Years to mash them together. For as technologically advanced a society as we see in the…

I recently interviewed Hilbrand Rustema, Founder of Noventum Service Management – a consulting firm dedicated to unlocking the value of service business for organizations. Noventum has more than 75 consultants worldwide serving all major industry regions including Germany, France, Spain, Benelux, Scandinavia, UK, North America and China. The firm has led successful transformations for more than 200 clients, giving Hilbrand a unique collective look at the state of service. Stay tuned for his podcast episode…

Around this time two years ago, I wrote an article about the frustration associated with consumer location tracking for field operations, as organizations were, at the time, tinkering with Uber-style city overlays with real-time vehicle tracking. I stressed how important it was to be thoughtful about what—and how—you’re sharing information with your customer. Vehicle tracking may seem initially like a good idea, but as a technician takes turns moving them away from a customer site,…

While I could be considered a mainstay of the US WBR event circuit, last week was my first time not only attending but also speaking at WBR Field Service Europe in Amsterdam. It was exciting to experience a Field Service event through a slightly different lens but also reassuring that — regardless of geography — the challenges, changes, and demands that are facing service leaders remain consistent. While there are of course variations on objectives…

Take a look at your phone. Specifically, take a look at the apps on your phone. Go ahead and minimize this for a second. I’ll wait. Are they a mess? The average phone is inundated with a minimum of five apps that are so old and unused that they aren’t even compatible with the current device that they’re on. What do you think is the longest you’ve gone without opening an app? I admit that…

I snapped this picture a couple of weeks ago while visiting NYC – I though the mural was cool, and a good reminder that in a world where technology is rampant, it is crucial for us as humans to maintain control. The point was illustrated this past weekend when the company that makes my son’s Continuous Glucose Monitor – Dexcom – had a server outage. I’ve shared before on social media that my four-year old…