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Customer Experience

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 Michael Blumberg, President & CEO of Blumberg Advisory Group, joins Sarah to discuss what touchless service will look like in a post-pandemic world.     Sarah Nicastro: Welcome to The Future of Field Service podcast. I’m your host, Sarah Nicastro today. Today, we’re going to be talking about one of the hottest topics of the year, touchless service. In other words, remote service, the ability to deliver service remotely. I’m excited to welcome to the…

 Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well as the “secret sauce” of her leadership style.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. You might recognize today’s guest from the industry or from a recent podcast that we published, that was a replay of…

This is part of an ongoing series on the state and standards of service management software in 2020. 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 We’ve spent the last two articles discussing the general service delivery capabilities, as well as the underpinnings of operations that define excellent service. What’s left…

 Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m excited to welcome to the podcast today, Sae Kwon, Vice…

Next week we’ll release a podcast episode with Jamie Beck, VP of Field Operations at Peloton discussing how the world’s largest interactive fitness platform has decided to invest in field operations as a strategic differentiator. The conversation is an excellent illustration of a trend I’ve witnessed – the recognition by companies of how the face-to-face interaction that field workers provide can be an opportunity not just to “get the job done” but to deliver an…

 IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.     Sarah: Hi, Darren. Thank you so much for allowing me to talk with you today about some exciting news we had this week. IFS has been named a leader…

Given the avalanche of video streaming platforms that we’ve been pelted with over the last few years, you’d be forgiven if you missed the fact that NBCUniversal just launched their own: Peacock. This is in no way particularly remarkable, interesting, or, I’d argue, good, but there’s a somewhat interesting component here, and that’s what will happen to The Office next year. I should note here for our international readers I am talking about the Greg…

The Gartner 2020 Magic Quadrant for Field Service Management is a highly-anticipated piece of research each year, both for the vendors hoping they’ve achieved a prominent placement and for those in the industry who rely on the Magic Quadrant to help steer their technology investments for the upcoming year(s). As I read through the 2020 Gartner Magic Quadrant for Field Service Management, I was impressed by the progress the report illustrated. Not only as it…

This week, Gartner once again released its Magic Quadrant, evaluating Field Service Management software vendors on their ability to effectively provide solutions to their customers. The report is, as always, not just an assessment of the various vendors in the service industry, but also an overview of the state of the service market today, and what’s clear to me through Gartner’s market assessment is that service is becoming even more vital than it has been…

 Rodger Smelcer, Vice President/Owner of United Service Technologies discusses with Sarah five ways that COVID-19 has brought clarity to his business and what changes he’s made as a result.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. I’m happy to welcome to the podcast today Rodger Smelcer, vice president and owner of United Service Technologies. Today we’re going to be talking with Rodger about five ways…