Category

COVID-19

Category

Office work sure ain’t what it used to be (eighteen months ago). Businesses are hybrid-izing work expectations and streamlining office space for a more streamlined in-office staff, ISPs are being pushed to the brink to support home office videoconferencing on a whole new level, and many people are discovering what some of us have known for a while: Working from home can be really, truly, what you need to (literally) get the job done. I’ve…

Out in the wilds of the world (of the suburbs north of Boston) I’ve seen every manner of barrier, mask, visor, partition, dome, and so on—all with the purpose of quartering off those pesky microbes to keep one another safe. At one place, the partitions will be made of flimsy plastic, while another has installed glass barriers that permanently separate their staff, which is to say that the scope of personal protective equipment (PPE) ranges…

In this week’s look at what our COVID-19 co-habitation looks like, we’re going to consider how service leaders can work with customers, given their new geography, new expectations for social interactions, and new predilections for working with technology. Fortunately, we’ve seen, over the last year, the various ways that businesses have begun to internalize these truth into a broader strategy. So let’s take those different areas that I mentioned before and break down some hypotheticals.…

Nearly twenty years ago, I was sitting in a seminar hall during a class called “Issues in Biotechnology”. The week’s lesson was on pandemics. I had originally taken the class figuring it’d be a relatively easy way to fulfil a science requirement for my major that I could coast through while focusing on college’s many more important activities, but over the course of that day’s seminar, I was at full attention. I sat, horrified, as…

Jason Prokop, Director of Field Service, and Alesia Magon, Sr. Manager Technical Support & Repair Center, both of global laboratory diagnostics firm DiaSorin, take a deep breath after the massive growth, major pivots, and immense perseverance of the last year to talk with Sarah about their lessons learned.     Sarah: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we’re going to take a moment and press pause to reflect…

Back in June of last year, which feels like it happened something like six decades ago, we started to emerge from the bald, overwhelming panic of early-stage pandemic into something that vaguely resembled a functioning strategy. I wrote about it then, wondering where we were. Now, as we clear the one-year mark from the world health organization’s proclamation of COVID-19 as a global pandemic, what have we learned? Where are we? What comes next? Even…

If you—like me—have someone who is currently eligible for vaccination from COVID-19 somewhere in the United States, it’s likely that you—again, like me—have refreshed a state government website incessantly, scrambled over the sudden appearance of an open spot, frantically plugged in you or your loved one’s medical information, and been greeted by a frozen webpage, or an error message, or a notification that there are no vaccines available at your given location. I live in…

I’ll spare everyone the cliched overtures about what a year we’ve had. We’ve all been enduring it, but there’s the potential of hope on the horizon. Given that 2020, on the whole, was mired by disruption of business-as-usual, with this wretched year now in the rearview, I wanted to take stock of exactly what it was that I, personally, spilled digital ink over this last year. Sarah wrote a lovely article in which she discusses…

I came across creative evangelist Debbie Millman’s “Love letters to what we hold dear” a few weeks ago and immediately had the thought to write this piece. I then went on to second guess myself, wondering is “love letter” too much? But I’m going with my gut because, no – I don’t think it is. First, I do love this community. I never thought I’d say that when I entered into it in 2008 not…

I discussed earlier this year my thoughts on how COVID will speed Servitization progress and that belief has only been strengthened since. While an incredibly unfortunate and taxing situation, the pandemic is creating more openness to change both within companies and from their customers; greater appreciation of the digital tools that enable not only business continuity but also set the stage for business transformation; and affirmation of the role service plays in more resilient revenue…