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Sarah Nicastro

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Last week I boarded a flight to Chicago for my first in-person conference in more than 18 months. When I walked into the Smarter Services Symposium at the Loew’s Hotel, it was quite honestly surreal at first. Greeting others with masks and the uncertainty of whether or not to shake hands or bump elbows felt awkward and almost had me wishing for the home-office comfort zone of my leggings and Teams meetings. Almost. It didn’t…

I wrote an article not long ago on the need to build your digital “dream team,” but what exactly is the responsibility of leaders in our digital age? I spoke with Russell Masters, director of IT and analytics at DHU, a provider to the UK National Health Service, for this week’s podcast about the degree to which all leaders must develop digital capabilities. Does everyone need to be a digital expert? No, but all leaders…

On this week’s podcast, I welcome Dr. Andreas Schroeder, Digital Lead of The Advanced Services Group at Aston Business School back to discuss the ways in which Servitization and sustainability are linked. The Advanced Services Group is preparing for its Servitization Live event, which runs October 4-6 in a hybrid format, and sustainability is one of the major themes being covered. According to Dr. Schroeder, sustainability and Servitization are closely linked and companies with interest…

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…

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…

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,…

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…

I’ve had a handful of excellent conversations in the past few weeks about digital transformation – what it really means, the distance between recognizing its importance and knowing how to take action, and the biggest barriers that stand in the way of success even once you have a clear idea of your digital objectives. Based on what I’ve heard, it seems that for many organizations it is time for a digital rebirth. There are a…

While there are a few companies still struggling to grasp the concept that Voice of the Customer is the key driver of service innovation, evolution, and growth; the vast majority have accepted there’s no other path to success. This is important because it’s absolutely clear to everyone paying attention that gone are the days of “build it and they will come” or any reasonable chance of success in creating solutions or making technology investments based…

The term ‘digital transformation’ easily rolls off the tongue of every business leader in the world today. But what does a modern definition of digital transformation entail? Certainly, we’re far past the point of actually digitizing paper-based information and processes. Digital transformation in today’s terms is representative of a company’s shift to excelling in the digital era – the mastery of digital tools, the cohesiveness of customer experience, and the introduction of digital products and…