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September 2020

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 Katie Hunt, Service Operations Leader at APi Group, shares with Sarah insights gleaned and lessons learned during the company’s recent field service software upgrade.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking to you about seven keys to software upgrade success. If you have ever been in the midst of a software upgrade project, you know that it is…

A few weeks ago I welcomed Sae Kwon, VP of Customer Experience at Cisco, to the Future of Field Service podcast to discuss some of the trends he’s navigating in the word of CX. We had a great discussion around his 24-year tenure at Cisco, how Cisco is tackling CX, and how he leads – but one of the points that came up during our conversation was related to weighing the decision to disrupt. Sae…

This year marks the 35th anniversary of the most famous video game hero: Super Mario. I’ve discussed video games a few times here before, and I think there’s a lot to learn about service from the simulated, self-contained worlds contained within the cascading ones and zeroes of the digital world. This is true of AI, operations, and certainly true of parts and resource management. Video games, especially simulations, like my beloved Civilization 6, provide a…

 Sarah shares a recent keynote she delivered for Aston Business School’s World Servitization Convention, which includes her presentation of three key themes she feels have surfaced as a result of COVID and will impact the future of service across industries as well as a discussion with Larry Blue, CEO of Bell and Howell; Kevin Starr, Global Program Manager, Advanced Services at ABB; and Robin Butler, Group Field Service Director at WaterLogic about how these…

Last week I had the good fortune to moderate a panel discussion for the Service Council’s Virtual Smarter Service Symposium that featured the perspective of amazing women in service – Cindy  Etherington, Vice President, Dell EMC Education Services at Dell; Linda Tucci, Senior Global Director, Technical Solutions Center at Ortho Clinical Diagnostics; Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA; Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines; and Sophia…

This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service We’ve spent the last two articles discussing the general service delivery capabilities, as well as the underpinnings of operations that define excellent service. What’s left…

 Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m excited to welcome to the podcast today, Sae Kwon, Vice…

I have a confession: I don’t write about parts management much because it isn’t exciting to me. I was a Psychology major in college and I just incline for many reasons to the “people” stuff. Leadership effectiveness, change management, sales and service strategy, innovation and transformation? Love it. Parts management? Meh. Why am I telling you this? Because it’s a shortcoming I’m owning up to – and also because it isn’t just me that is…

150 years ago, New Bedford, Massachusetts was the richest town per capita in the world. New Bedford was a port city, a particularly well-positioned one for the burgeoning whaling industry. Whale oil was a hot commodity as a fuel for lamps, among other commercial uses, and that helped drive the economic prosperity of this small city in southern Massachusetts. I’d like to say that an ethical enlightenment towards the treatment of whales led to the…

 Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about new metrics for a new world of service delivery. We’ve talked a lot lately about how many things are changing…