Archive

March 2021

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As I thought about what to write about for International Women’s Day this year, I realized how incredibly fortunate I am to be surrounded by intelligent, brave, strong women. On the world stage there were numerous women I was in awe of this year, including Stacey Abrams and the sacrifice she made for democracy as well as witnessing Kamala Harris sworn in as the United States’ first female Vice President. At home, I am lucky…

This is part of an ongoing series on the state and standards of service management software. 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? What is Outcomes-Based Service?…

Dr. Andreas Schroeder, Reader for Information System at Aston University and Digital Lead for the Advanced Services Group Joins Sarah to discuss what it takes to succeed in delivering data-led services and to offer his advice on the best approach for monetization of data.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about using data to drive your services-led business model.…

In a recent Future of Field Service Advisory Forum session, we discussed the topic of what customer centricity looks like in practice. It was a great question posed by one of our members, wondering what exactly others do behind-the-scenes to substantiate their claims of customer centricity. The conversation among the group surfaced some really interesting points, which I’ll recap here, and a sense of camaraderie around the fact that customer centricity isn’t nearly as easy…