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August 2021

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Throughout my career I’ve been asked countless times about how companies can master the complexities of technology and I’ve always answered the same way: “Actually, technology is the easy part.” When I first gave this answer, it had a different meaning than it does today – but nonetheless, it holds true. As we find ourselves surrounded by disruption and working hard to innovate and adapt, we must acknowledge that people are the crux of our…

Earlier this year, we ran a series of articles about the current paradigm of living with COVID, which covered the organizational, structural, and interpersonal considerations that businesses in the service sector should focus their attention on as our relationship to the pandemic continues to evolve. Even though those articles are only three months old, much of the observations, transient as they are, seem quaint given the continuous evolutions of our current moment. In contrast, we…

Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. We talk a lot on the podcast and within the content on future of field service, about how organizations are focusing and making progress with innovation, related to all of the opportunity that service presents. Today, we’re going to be talking specifically with Joni Chapas, who is the Vice President of Field Operations Support for Brinks Home about how Brinks…

I wrote an article a couple of years ago about the dichotomy of service leadership, discussing how – as the need for innovation in service has increased – we have put unfair expectations on our service leaders to be masters at both operational excellence and innovation. Now, I do believe that innovation is everyone’s responsibility – but only to a degree. What I mean is that the expectation for a service leader to contribute to…

The last two years have irrevocably changed the landscape of how we, as a society, interact with technology. COVID-19, its fallout, and the restrictions it posed are but one strand of a confluence of factors that have been reshaping the service industry in recent years. Taken as a whole, these divergent factors, advancements, and changing customer expectations paint a vivid picture for what the future of field service looks like. So what does this mean…

Dan McClure, Systems Innovation Choreographer at Innovation Ecosystem discusses with Sarah the differences between incremental improvement and true innovation and provides advice for companies on how to react sufficiently to today’s disruption. Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host Sarah Nicastro. Today we are going to be talking about both the lure and the detriment that the idea of incremental improvement can cause your business. I’m excited to be…

Let’s be clear – no one is suggesting that continual improvement isn’t a good thing. However, what deserves some real exploring is whether incremental improvement is killing true innovation within your business. There are a number of reasons this can happen – incremental improvement can feel like “enough” if your business is achieving success; even as opportunity for true innovation abounds. Incremental improvement feels safe, whereas innovation can be scary. And, perhaps worst of all,…

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?…

Catherine Wood, Service owner, Engineered Deployment at Compugen, talks with Sarah about the role of creativity in IT and how she views it as an art form as well as her experiences as a woman in IT leadership and the advice she’d pass along to newcomers.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about the art of IT. Yes.…

I talk to leaders all the time who are frustrated with their company’s lack of progress when it comes to embracing the potential that Servitization and delivering outcomes holds. This frustration is understandable, but it isn’t surprising – there’s a lot of deep-rooted legacy that holds many companies back from the world of potential that service can bring. On last week’s podcast, I talked about this issue in detail with Scott Weller, partner at Mossrake…