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Digital Transformation

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A few weeks back, I wrote an article on the importance of proper parts management and reverse logistics for sustainability. In it, I made the case not just for the moral imperative that smart waste management allows, but also the economic imperative. In that same vein, I think it’s important, within field service, to discuss optimization in the same vein. I’ve outlined optimization in excruciating detail (and sometimes with the help of Super Mario) over…

 Building off of the creation of recent special report The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor, Sarah and Hilbrand Rustema, Founder and Managing Director of Noventum, discuss the five most common areas where companies go wrong on the Servitization journey.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be walking through the five most common…

Trond Aune, Global ERP Manager and Henning Haugen, Group Technical Manager – Maintenance, both at Jotun, join Sarah to discuss the role of company culture in innovation, how a single source of truth was an imperative foundation for Digital Transformation, and how they’re building on success with the move to predictive maintenance.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking through…

2020 presented more challenges and hardships than any of us were prepared for, but I do believe if you look closely there were some positives among all the adversity. For me, witnessing how the leaders I’m speaking to rose to the challenges of 2020 with grit, resilience, and fortitude inspired and encouraged me. They’ve shown true compassion for their coworkers and customers alike, bonded together by a deepened sense of empathy. Beyond the individual level,…

Telecommunications companies across the board are in a bit of a crunch. For cellular companies, new technologies have converged with decreased barriers to entry, creating a harrowing landscape. On the other end, speedy wireless connections and shifting consumer behavior are changing the ways that people interact with cable and satellite companies as well. As more and more companies develop streaming solutions (in spite of my dubious assessment), that crunch will accelerate, presenting challenges and opportunities.…

Eickhoff is a family owned company founded 1864 headquartered in Bochum, Germany. The company’s 1,300 employees worldwide support two business units: mining equipment and gearboxes used in industrial and wind turbine applications. Like many manufacturers, Eickhoff in recent years has been navigating a new world of customer expectations and determining the role service will play in the company’s ability to differentiate. Service for the company’s two business units looks very different, as do customer expectations.…

Service businesses and mobile devices are not in any way strangers—I’ve written many articles about the relative maturity of the mobile service market, across a variety of industries. I’ve also spent quite a bit of time recently discussing the various business changes impacting manufacturers, whether they be industrial, medical, or high-tech (and yes, I know that these three groups don’t represent all manufacturers). So let’s smoosh those two things together and think about the unique…

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…

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: Jamie Beck, Sr. VP of Field Operations at Peloton Roel Rentmeesters, Director of Global Customer Service at Munters Sae Kwon, VP of Customer Experience at Cisco Henrietta Haavisto, Head of Service Transformation Change Management at KONE Tim Baines of Aston’s…

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…