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Customer Experience

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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…

 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…