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November 2020

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With the Thanksgiving holiday this week, I’ve been spending extra time reflecting on all that I am grateful for. In a year as challenging as 2020, the practice of gratitude has become even more important to me. It’s far too easy to succumb to the tough moments and dark days – putting effort into focusing on the things I’m thankful for helps me to be resilient in the trying times. So, without further ado, I…

Every year I go outside and stare at my gutters. As a person with an exceptional fear of heights, the thought of maneuvering on my ladder to remove the accumulated gunk and misery deposited there by the two gigantic oak trees in my yard drive me to near heart attack. So I call my gutter guy and ask him to come out. My gutter guy then puts my name on a massive list and shows…

 Bonnie Anderson, Global Manager of Talent Acquisition and Future Talent at Tetra Pak shares insight with Sarah on how the service world needs to evolve hiring at the strategic and practical levels as well as discusses how COVID has changed the game when it comes to recruiting and hiring.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host Sarah Nicastro. Today we’re going to be talking about recruiting and…

For many businesses, COVID-19 has proven to be the force in making remote service roadmaps a quick reality. We have featured a variety of companies that have shared stories with us about how acting quickly on Remote Assistance technologies was key in navigating the pandemic, including Munters, Alfa Laval, and Panasonic. With such an acceleration in the use of technologies that enable remote service delivery, combined with increased acceptance from customers due to current circumstances,…

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 The Building Blocks of Customer Experience Excellence Implementing New Service Software Last we spoke, we were discussing what happens when a brand new piece of…

 Michael Blumberg, President & CEO of Blumberg Advisory Group, joins Sarah to discuss what touchless service will look like in a post-pandemic world.     Sarah Nicastro: Welcome to The Future of Field Service podcast. I’m your host, Sarah Nicastro today. Today, we’re going to be talking about one of the hottest topics of the year, touchless service. In other words, remote service, the ability to deliver service remotely. I’m excited to welcome to the…

Regardless of your age or geography or role or industry, 2020 has challenged and stretched you. For service leaders, this year has put an extra burden on an already tall task of spearheading immense change. In the same way companies that have reacted nimbly to how the pandemic has changed the needs of their customers; service leaders have had to tap into different skills to meet the needs of their teams in this new world.…

As we are now only a few months away from a full year of living with COVID-19, it is safe to say that governments and businesses are starting to learn the nuanced strategies needed to open safely and make smart decisions to keep people and employees safe. Of course, these strategies and remedies are not distributed evenly across industries. Restaurants have struggled to offset losses, and many have permanently closed. Many other industries, including a…

 Linda Tucci, Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics, talks with Sarah about why – particularly this year – it is critical to make mental health a priority in service leadership and how she’s done so, for herself and her team.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be tackling a topic that is near and…

Today’s manufacturers and service organizations have a wealth of initiatives underway to improve, evolve, and transform how they leverage service as a strategic differentiator and seize the opportunity that service provides. Top of mind for these companies is determining how to serve customers in a way that delivers increased profit margins and revenue growth. This is entirely possible, which is why the focus on service is so strong, but unfortunately companies can fall disappointingly short…