Archive

June 2020

Browsing

In the span of a few short months, our world has become more virtual than it has ever been. For service organizations, this means not only work-from-home scenarios across functions but also the need to provide remote service to customers. As such, companies have turned to digital tools to allow employees to stay connected to company leadership, employees to stay connected to one another, and for customer communications and service to remain intact. We’ve discussed…

Early in June, an ArsTechnica reader managed to uncover a strange piece of synergistic multimedia: SimRefinery. Developed by Maxis, creator of 1989’s SimCity, SimRefinery was a tool to help onboard workers at Chevron’s Californa oil refinery. Maxis had developed a division in the early 90’s called Maxis Business Solutions with the purpose of gamifying certain elements of knowledge management for employees and potential employees. In the words of librarian and archivist Phil Salvador: Oil refineries…

 Reeve Bunn, President of DSL, talks with Sarah about how COVID-19 has accelerated the company’s pace of change, how he promotes an innovative culture within the 104-year old company, and how he stays focused both personally and as a leader on what’s most important.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about how COVID-19 has accelerated the pace…

We’ve discussed quite a bit on Future of Field Service how COVID-19 will impact service businesses over the long term, how it will spur forth the journey to Servitization, and how it will act as an accelerator to digital transformation. But what is less clear is how will the work get done as these changes take place? To what degree will workplaces return to their pre-COVID-19 existences, and what new practices will forever stick? It’s…

When I was 13, I saved up my paper route money every week for a whole year in order to afford to get a computer of my own: A small, beige, sluggish laptop purchased from CompUSA. It was probably one of the only computer sales that the associate ever had that consisted of quarter rolls and one-dollar bills, but there’s really no experience like cracking open the box of your very first electronic device. Once…

 Reihaneh Irani-Famili, VP of Business Readiness, National Grid talks with Sarah about lessons learned in virtual leadership, how National Grid is preparing for COVID-19 recovery, and what she thinks our Next Normal will entail.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking with Reihaneh Irani-Famili, VP of business readiness at National Grid about how the company is preparing for COVID-19…

One of the topics that has come up in the majority of conversations I’ve had with service leaders battling the challenges of COVID-19 is how it has impacted the way in which they need to serve their customers. The biggest wants and needs of their customer base look far different than they did just four months ago, and this is forcing companies to be creative and innovative to adapt to new demands. Practically speaking, many…

Having now dealt with COVID in the US for about 100 days, we’re starting to get a better picture of the edges of the crisis, however flow-y as those edges might be. Obviously the parameters are always moving, but I think it’s important not to lose sight of the benchmarks of where we find ourselves, where we’ve been, and what comes next. For that reason, I would like to submit a few stages for consideration:…

 Nicola Buckley, EVP, Park Place Technologies, shares with Sarah three tactics that have enabled PPT to not only survive COVID-19 but thrive and grown during the crisis. Did you know that The Future of Field Service is now available with video on YouTube? Check it out here.     Sarah: Nicola, thank you so much for being here with us today. I’m very excited for the conversation. So before we dive in to talking about…

While participating recently in a livestream discussion put on by Field Service News on how businesses are preparing for recovery from COVID-19, one of the panelists mentioned that he’d heard brought up recently the idea that there won’t be a “New Normal,” but rather a “Next Normal.” Upon investigation, it seems this is a concept that has been presented by the likes of McKinsey, Forbes, and CNBC – I just hadn’t heard it until this…