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July 2020

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Back in December, in honor of the holidays, I was compelled to write about service through the lens of a popular movie series. It now being the end of July, when the sun-bleached late afternoons carry a certain sense of ennui not present at other times of the year, I feel compelled to again go to the well of movies as analogies for service delivery. This was inspired in part by the fact that, due…

 IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.     Sarah: Hi, Darren. Thank you so much for allowing me to talk with you today about some exciting news we had this week. IFS has been named a leader…

We share a lot of stories of companies on the path to servitization or outcomes-based service – companies looking to leverage service more strategically by moving beyond their traditional product or break/fix models. I’ve recognized within the leaders I speak to a now common understanding that advancing service within their businesses is the way forward, but I do wonder how they’ve gained that recognition. Is it an active, true understanding of what’s driving this evolution?…

We spend quite a lot of time around here discussing what defines exceptional service delivery, whether it be the strategies for managing customer retention, transitioning to new business models, or navigating an unprecedented crisis. Through our often lofty discussions about these topics, it’s easy to forget that each organization is at a different point in their service journey, and for some, investing in field service software might not even be on their radar. I was…

 Mita Mallick, Head of Diversity and Inclusion and Cross-Cultural Marketing at Unilever, has an important discussion with Sarah about how to tackle courageous conversations on race, how to be an ally in both professional and personal settings, and how to foster greater diversity and inclusion.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host Sarah Nicastro. I’m very excited for today’s conversation because I think it’s a very important…

I think it’s safe to say manufacturers have recognized the need to embrace Servitization, but the race is on to see which companies can successfully transition their operations from product-focused to service-focused. Panasonic Appliances Air-Conditioning Europe is ready to lead the charge and has a strategy in place to do so. Karl Lowe, Head of European Service at Panasonic Appliances Air-Conditioning Europe, recently joined the company with the remit of leading the organization on its…

Given the avalanche of video streaming platforms that we’ve been pelted with over the last few years, you’d be forgiven if you missed the fact that NBCUniversal just launched their own: Peacock. This is in no way particularly remarkable, interesting, or, I’d argue, good, but there’s a somewhat interesting component here, and that’s what will happen to The Office next year. I should note here for our international readers I am talking about the Greg…

 Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, I’m excited to welcome back to the Future of Field Service podcast, Dr. Marlene Kolodziej, who is now Vice President for…

The Gartner 2020 Magic Quadrant for Field Service Management is a highly-anticipated piece of research each year, both for the vendors hoping they’ve achieved a prominent placement and for those in the industry who rely on the Magic Quadrant to help steer their technology investments for the upcoming year(s). As I read through the 2020 Gartner Magic Quadrant for Field Service Management, I was impressed by the progress the report illustrated. Not only as it…

This week, Gartner once again released its Magic Quadrant, evaluating Field Service Management software vendors on their ability to effectively provide solutions to their customers. The report is, as always, not just an assessment of the various vendors in the service industry, but also an overview of the state of the service market today, and what’s clear to me through Gartner’s market assessment is that service is becoming even more vital than it has been…