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Customer Experience

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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…

I often tell the story of never planning to build a career in this space – when I began at Field Technologies, I intended it to be a transitional step in my journey. Life unfolded as it does, and for many reasons this world of field service and service industries became my career – and my passion. Part of that is because as I dug in circa 2008, we were at the beginning of a…

Ian Schmehl, Vice President, Sales, Service, and Digital Operations – AT&T Mexico, talks with Sarah about the criticality of call center and field service collaboration, the growing role AI is playing in the call center, and what the future of a “no-call” center will look like.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about the future of the call center.`…

Michael Blumberg, President of Blumberg Advisory Group, shares with Sarah how he sees companies falter when it comes to successful marketing of services.     Sarah Nicastro: Welcome to the Future of Field Service podcast, I’m your host, Sarah Nicastro. Today, we are going to be walking through five biases that hinder effective service marketing. I’m excited to welcome back to the podcast today Michael Blumberg, president of Blumberg Advisory Group. Michael, welcome back to the podcast.…

Oh how we love servitization. We talk all the time about traditional companies product-izing repairs and regular service, building product categories around utilities that previously were seen as a cost center, or relegated to other organizations altogether. But what about those businesses who have been delivering service all along? We certainly talk about them, and we talk to them. Their experience extends, under many circumstances, far beyond that of new entrants. And as the expectations…

In a recent Future of Field Service Advisory Forum session, we discussed the topic of what customer centricity looks like in practice. It was a great question posed by one of our members, wondering what exactly others do behind-the-scenes to substantiate their claims of customer centricity. The conversation among the group surfaced some really interesting points, which I’ll recap here, and a sense of camaraderie around the fact that customer centricity isn’t nearly as easy…

Here’s the second half of our New Year’s two-parter. To celebrate the end of a unique and challenging year, Sarah is joined by podcast producer and fellow website contributor Tom Paquin to discuss their favorite conversations and lessons from the past year. Guests include: Linda Tucci, Global Sr. Director of the Technical Solutions Center of Ortho Clinical Reeve Bunn, President of DSL Klaus Glatz, Chief Digital Officer of ANDRITZ Sonya Lacore, VP of Infight Operations…

Yeah, phones. We all have them, we all idly scroll through them, our kids can’t understand how it is that we managed to survive decades without them. They’ve naturally become assets in our personal lives, and have heavily penetrated service over the last decade as well, to the point that their near-ubiquity has created a sense of stagnation. Still, some technicians struggle to push the buttons to start and stop appointments, log notes, or manage…

If you look at the Fortune 500 list as a barometer of business success, you’ll see some truly behemoth mainstays, many of which have endured on the list for at least the last five years. And sure, evaluating these businesses on the sliding curve of assets and liabilities, this can provide some insight into the health of a company, and excellence is great, but what about endurance? What can we say about a business that…

 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…