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February 2021

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A few weeks back, I wrote an article on the importance of proper parts management and reverse logistics for sustainability. In it, I made the case not just for the moral imperative that smart waste management allows, but also the economic imperative. In that same vein, I think it’s important, within field service, to discuss optimization in the same vein. I’ve outlined optimization in excruciating detail (and sometimes with the help of Super Mario) over…

 Building off of the creation of recent special report The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor, Sarah and Hilbrand Rustema, Founder and Managing Director of Noventum, discuss the five most common areas where companies go wrong on the Servitization journey.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be walking through the five most common…

We’re a year into this global pandemic, and I’ve written multiple articles and published numerous podcasts about how COVID has increased the pace of change, made businesses more open minded in how they operate, and accelerated digital transformation. While the roots of this change are unfortunate, the results of how it is propelling service forward are in many ways exciting. We’ve featured many success stories in the last year about how companies like Park Place…

If you—like me—have someone who is currently eligible for vaccination from COVID-19 somewhere in the United States, it’s likely that you—again, like me—have refreshed a state government website incessantly, scrambled over the sudden appearance of an open spot, frantically plugged in you or your loved one’s medical information, and been greeted by a frozen webpage, or an error message, or a notification that there are no vaccines available at your given location. I live in…

Madhu Karnani Oza, Director, Customer and Technical Services Asia Pacific at Abbott, talks with Sarah about some of the key considerations around where to place the service function within your organizational structure to achieve the greatest success if you’re looking to evolve, advance, and progress your service focus and revenues.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about how to…

IDC estimates there will be 55.7 billion connected IoT devices (or “things”) by 2025, generating almost 80B zettabytes (ZB) of data and says “organizations continue to connect their internal processes across roles on a digital platform; and these same industry organizations are realizing the importance of expanding their ecosystems to meet market and customer need, and be more flexible and resilient.” We all recognize the criticality of gathering data, but do we have clarity around…

I am a creature of the retail world, having spent my young and early professional life in it, both directly as an hourly employee, and then indirectly in advisement to some large retail brands. Because of that, it’s something that I talk about here frequently. Most of the discussions that I’ve had have been about the actual retail go-to-market strategy for retail organizations: Where service can fit in their current day-to-day operations. This means focusing…

 Lilja Scheel Birgisdóttir, Reliability Engineer at Icelandair, talks with Sarah about the immense complexities and interdependencies of airline operations and the role predictive maintenance will play in the airline’s future.     Sarah: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking with Icelandair about their exploration of predictive maintenance. This is a conversation that I think you’ll find quite interesting. Because when you talk…

Customer experience has become a critical topic for every company I interview – even in industries that haven’t traditionally prioritized CX as heavily as others (like utilities, for example). Companies have learned that, ultimately, CX is what drives revenue and creates brand loyalty. Looking at some of that statistics shared in this recent article, the emphasis on CX by companies in our audience is well supported. For example: 81% of marketers expect to compete mostly (or entirely)…

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 The Politics and Potential of Changing Service Software Providers What is Servitization? In our…