Hector Pascal, formerly with Coca-Cola and now with startup Bevi, chats with Sarah about the similarities and differences in how to achieve field service excellence in a large organization versus a startup.
Greg Parker, Director of Services at Thermo King, caught up with Sarah at Field Service Amelia Island to share his industry wisdom and give tips for growing in a mature market.
Paul Joesbury, Commercial Operations Director at Homeserve, chats with Sarah about how he sees the technician role evolving as AI use grows and matures.
I know what you’re thinking—The last thing that your business needs is another top-down decision-maker imposing their vision on a staff. But hear me out. I have two questions about service at your business. Here’s the first: Where does the direction of your service business come from, on the executive level, today? Perhaps, if you’re a pure service business, it comes from product. For others, it may be a function of operations. For others still,…
Live from Field Service Amelia Island 2019, Sarah talks with Sarah Wright of ResMed, Maria Pallotta of Canopy Lawn Care, and Dr. Marlene Kolodziej of Northwell Health about creating intentional diversity and what the future of field service holds for women.
Alastair Clifford-Jones, CEO of Leadent Solutions, joins Sarah to talk through his company’s Service Maturity Model and to give tips on how to get your organization where it needs to be to thrive.
Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).
Rudy Goedhart, BI Director at Spencer Technologies, gives some tactical advice for how to make use of your data in a way that will not only improve operational efficiencies but also delight your customers.
Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. Click here to read more from Stacy on the Future of Field Service. Click here to learn more about Stacy’s work on Doing CX Right.
Larry Blue, CEO of Bell and Howell, chats with Sarah about the company’s evolution to a service-based business and how digital transformation has played an important role.