Archive

May 2021

Browsing

I absolutely love sitting down to talk with different service leaders about how they are spearheading innovation and transformation within their companies. Across industries and regions, the evolution from break-fix service to delivering experiences and outcomes holds so much potential and excitement. There’s so much to learn from listening to how various organizations are tackling the complexity that comes with this migration. I recently had the chance to sit down with Howard Bowland, VP Field…

Office work sure ain’t what it used to be (eighteen months ago). Businesses are hybrid-izing work expectations and streamlining office space for a more streamlined in-office staff, ISPs are being pushed to the brink to support home office videoconferencing on a whole new level, and many people are discovering what some of us have known for a while: Working from home can be really, truly, what you need to (literally) get the job done. I’ve…

 Sarah welcomes Johnny Crowder, suicide/abuse survivor, TEDx speaker, touring musician, mental health and sobriety advocate, and the Founder & CEO of Cope Notes, a text-based mental health platform that provides daily support to users in nearly 100 countries across the globe, to discuss the criticality of prioritizing mental health in the workplace.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we are going to be…

In the last 14 months, as the lines have blurred between our personal and professional lives more than ever before, workplace discussions and action around mental health have never been more critical. Burnout is real and even employees who didn’t content with mental health struggles pre-COVID are experiencing the impact of the chronic stress the pandemic has introduced. Those, like myself, who already had a mental health issue to keep in check alongside their work,…

Out in the wilds of the world (of the suburbs north of Boston) I’ve seen every manner of barrier, mask, visor, partition, dome, and so on—all with the purpose of quartering off those pesky microbes to keep one another safe. At one place, the partitions will be made of flimsy plastic, while another has installed glass barriers that permanently separate their staff, which is to say that the scope of personal protective equipment (PPE) ranges…

Nunzio Bagnato, Director of Home Service & Advance Servicing At Foxtel, describes how the company has motivated its contract workers to be highly engaged, effective, and empowered to deliver the Foxtel brand experience.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today we’re going to be discussing a topic that comes up, conversation after conversation with opposing views and a lot of questions. I think we’re going…

With the labor shortage proving one of the industry’s biggest challenges, there’s much discussion around the extent to which contract workers are a viable option to help organizations address the problem. There are some major differences of opinion on this topic among service leaders – those who are for the contract worker model are emphatically so, and those who don’t see it as a fit for their operations are firm in their stance. In my…

In this week’s look at what our COVID-19 co-habitation looks like, we’re going to consider how service leaders can work with customers, given their new geography, new expectations for social interactions, and new predilections for working with technology. Fortunately, we’ve seen, over the last year, the various ways that businesses have begun to internalize these truth into a broader strategy. So let’s take those different areas that I mentioned before and break down some hypotheticals.…

Pekka Nurmi, Director of Corporate IT at Cimcorp, talks with Sarah about the company’s efforts to modernize IT to increase its ability to be strategic, nimble, and most impactful.     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 organizations can work smarter when it comes to their IT strategy and IT operations. I’m joined today by Pekka Nurmi, who is…

As digitalization permeates every area of the business, we’ve seen IT become far less siloed in its strategy, processes, and execution. The lines between the business and IT blur as technology becomes increasingly critical not only in how a company operates optimally, but in its value proposition for its customer base. With digitalization playing an ever-increasing role for businesses in every industry and geography, what needs to change as it relates to the IT approach…