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COVID-19

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 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…

Alfa Laval is a Swedish company founded in 1883 that is a world leader within the key technology areas of heat transfer, separation and fluid handling. With more than 3,700 patents, Alfa Laval provides worldwide solutions in areas that are vital to society, including energy, pharmaceutical, marine and food. The company has over 17,000 employees, including more than 700 field service engineers, that help customers in nearly 100 countries. As a product manufacturer with deep…

Forrester, in partnership with Bloomreach, recently published a report on the state of commerce experience for, in which they take a look at how both B2B and B2C sellers have realigned their channel strategies in direct response to COVID-19. There’s a lot of illuminating material in the report, especially on how the rate of adoption of digital channels has picked up dramatically in the face of necessity (unsurprisingly), but what is particularly interesting is that…

 Greg Parker, who has 20+ years of experience with brands like Hussmann, Trane, and Thermo King, shares some real-world insight into some of the common challenges that slow Servitization progress within organizations.     Sarah: Welcome to The Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we are going to be taking a real world look at what slows servitization progress. Servitization has been a buzzword in the industry for the last…

 Reeve Bunn, President of DSL, talks with Sarah about how COVID-19 has accelerated the company’s pace of change, how he promotes an innovative culture within the 104-year old company, and how he stays focused both personally and as a leader on what’s most important.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about how COVID-19 has accelerated the pace…

We’ve discussed quite a bit on Future of Field Service how COVID-19 will impact service businesses over the long term, how it will spur forth the journey to Servitization, and how it will act as an accelerator to digital transformation. But what is less clear is how will the work get done as these changes take place? To what degree will workplaces return to their pre-COVID-19 existences, and what new practices will forever stick? It’s…

When I was 13, I saved up my paper route money every week for a whole year in order to afford to get a computer of my own: A small, beige, sluggish laptop purchased from CompUSA. It was probably one of the only computer sales that the associate ever had that consisted of quarter rolls and one-dollar bills, but there’s really no experience like cracking open the box of your very first electronic device. Once…

 Reihaneh Irani-Famili, VP of Business Readiness, National Grid talks with Sarah about lessons learned in virtual leadership, how National Grid is preparing for COVID-19 recovery, and what she thinks our Next Normal will entail.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking with Reihaneh Irani-Famili, VP of business readiness at National Grid about how the company is preparing for COVID-19…

One of the topics that has come up in the majority of conversations I’ve had with service leaders battling the challenges of COVID-19 is how it has impacted the way in which they need to serve their customers. The biggest wants and needs of their customer base look far different than they did just four months ago, and this is forcing companies to be creative and innovative to adapt to new demands. Practically speaking, many…

Having now dealt with COVID in the US for about 100 days, we’re starting to get a better picture of the edges of the crisis, however flow-y as those edges might be. Obviously the parameters are always moving, but I think it’s important not to lose sight of the benchmarks of where we find ourselves, where we’ve been, and what comes next. For that reason, I would like to submit a few stages for consideration:…