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COVID-19

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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:…

 Nicola Buckley, EVP, Park Place Technologies, shares with Sarah three tactics that have enabled PPT to not only survive COVID-19 but thrive and grown during the crisis. Did you know that The Future of Field Service is now available with video on YouTube? Check it out here.     Sarah: Nicola, thank you so much for being here with us today. I’m very excited for the conversation. So before we dive in to talking about…

While participating recently in a livestream discussion put on by Field Service News on how businesses are preparing for recovery from COVID-19, one of the panelists mentioned that he’d heard brought up recently the idea that there won’t be a “New Normal,” but rather a “Next Normal.” Upon investigation, it seems this is a concept that has been presented by the likes of McKinsey, Forbes, and CNBC – I just hadn’t heard it until this…

Here in the U.S., today’s jobs report tells us that the month of May has seen the largest jump in employment in history. This is not particularly surprising (though apparently many economists were surprised), as people are re-hired or released from furlough in response to states gradually easing COVID-19 restrictions. Nevertheless, this surge is further evidence that we’re nearing something that we’ve been considering since this crisis began: Service is going to approach a bottleneck.…

With over 20,000 volunteers and 200 branches, Samaritans is a charity working across the UK and Ireland to offer round the clock emotional support for people who are struggling to cope with life’s challenges. Samaritans’ vision is that fewer people die by suicide and to make this vision a reality, Samaritans answers a call for help every six seconds and campaigns to make suicide prevention a national and local priority. When we think of essential…

I recently had the pleasure of reading Anna-Katrina Shedletsky’s Forbes column on the impacts of COVID-19 on the manufacturing industry. It postulates (as the title makes clear) that manufacturers will experience 5 years of innovation over the course of the next year and a half. I’m not necessarily in a position to make any assertions about the 18-month to 5-year mathematical conversion, but there’s no avoiding the fact that necessity is driving an avalanche of…