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Business Transformation

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The IoT reality IoT is growing quickly, but are you prepared for what that means in reality? The Internet of Things (IoT) involves an increasing prevalence of objects and entities (things) provided with unique identifiers to transfer data over a network. A lot of the increase in IoT communication comes from devices such as computers, sensors, machine to machine (M2M) communication, smart energy grids, smart homes and buildings, vehicle to vehicle communications or wearable devices. This…

Last week was an action-packed week in Boston at IFS World Conference 2019. The event theme was “for the challengers,’ which I must say is a message I can really get behind. There’s a personal appeal, in the sense that I’ve always considered myself to be somewhat of a “challenger” — someone who asks a lot of questions, tries to think outside the box, and doesn’t back down in the face of resistance. But moreover,…

Mid-September I attended the Service Council Symposium in Chicago, where I facilitated a workshop on the barriers to service revenue growth. The workshop had a great turnout with lively conversation. Everyone in the room shared a common desire and need to grow service revenue. This desire is born not only out of every company’s pressure to do more and make more, but also out of demands from customers. Those demands can cause significant frustration for…

 More from Chicago, as Sarah sits down with Charles Hughes, VP of Technical Site Services at Acuative, Tim Spencer, SVP and General Manager of Service Operations for Bunn, and John Barr, Head of IT in Americas for Kone. The panel shares their experiences on where IT and Service Management meet.    

Last week at the Service Council Symposium, I had the opportunity to host a roundtable discussion with several service leaders on the topic of the service supply chain and reverse logistics. As we went around the room and each person shared the current state of parts management across their organization, I couldn’t help my surprise at the immaturity of some of their systems. This reinforced a belief that I’ve had for a long time: When…

Customer experience (CX) has been the buzz of the service circuit for a couple of years now. While I see some companies really getting it right and putting a true, authentic focus on their customers – I also see a lot of companies jumping on board the latest buzz word and claiming a level of customer centricity that quite frankly is BS. It’s easy to say you are hyperfocused on CX and have a culture…

A few weeks ago, at Field Service Amelia Island, Maria Pallotta, Chief of Staff at Canopy Lawn Care, gave a highly engaging and delightfully actionable presentation on recruiting. I know from my conversations that this is a top-of-mind issue for the vast majority of you. While it is a multi-layered challenge not easily solved, what I loved about Maria’s session was how it offered some very tactical steps that will have an impact. I saw…

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,…