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Sarah Nicastro

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True innovation rarely happens in a bubble. The best ideas are born of creative freedom, collaboration, a fail-forward environment, and by seeking the perspective of others to fuel your inspiration, ideas, and plans. This resource, Future of Field Service, and the community group I run exist largely to serve the purpose of having a place to find peer insights and to glean lightbulb moments from tales of success, failure, and lessons learned. But perhaps your…

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…

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,…

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…

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…

Companies leading the charge in capitalizing on the strategic potential of service are all looking for ways to break away from break/fix and advance their service offerings, customer experiences, and revenue streams. Innovation abounds from industry to industry, with a common focus on bringing customers the utmost simplicity, peace of mind, and outcomes – whatever that looks like for each organization’s market. Companies are realizing the immense opportunity that exists in not only introducing more…

I was recently chatting with Rangika Ekanayake, Sr. Manager of Software Engineering at IFS, and loved her insights around creativity. While she’s looking at creativity primarily through the lens of how to impact and improve UX in design, the principles she shares are applicable for anyone and any industry in need of thinking about how to further nurture creativity in an effort to innovate and maintain competitive edge. In the world of service, we see…

In today’s customer-centric culture, the moment of service means more than ever. The moment of service is a moment of engagement, a moment of opportunity, moment of innovation, a moment of potential growth. There’s a whole lot riding on your ability to execute on those moments if you realize service for the powerful potential it holds. For most businesses, mastering the moment of service has become a major priority. This mastery requires the business to…

The future of work is a topic that comes up in almost every conversation I have in one way or another. Service leaders are grappling with a lack of available talent, working to determine how the field service role is changing, and balancing the management and retention of both older and young workers who have significantly different needs and desires. There are many layers to this conversation, all of which we will continue to dig…

I’m hopeful by now you’ve seen the special report we published recently, The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor (if not, please check it out!). The report looks at the common steps along the journey that companies take when servitizing their businesses. But we all know that the real value comes in when you can spend time with people that have done the work and are willing to…