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Digital Transformation

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 Sarah shares a recent keynote she delivered for Aston Business School’s World Servitization Convention, which includes her presentation of three key themes she feels have surfaced as a result of COVID and will impact the future of service across industries as well as a discussion with Larry Blue, CEO of Bell and Howell; Kevin Starr, Global Program Manager, Advanced Services at ABB; and Robin Butler, Group Field Service Director at WaterLogic about how these…

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…

150 years ago, New Bedford, Massachusetts was the richest town per capita in the world. New Bedford was a port city, a particularly well-positioned one for the burgeoning whaling industry. Whale oil was a hot commodity as a fuel for lamps, among other commercial uses, and that helped drive the economic prosperity of this small city in southern Massachusetts. I’d like to say that an ethical enlightenment towards the treatment of whales led to the…

 Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about new metrics for a new world of service delivery. We’ve talked a lot lately about how many things are changing…

ANDRITZ, headquartered in Graz, Austria, is an international technology group providing plants, systems, equipment, and services for various industries. The company is one of the global market leaders in the hydropower business, the pulp and paper industry, the metal working and steel industries, and in solid/liquid separation in the municipal and industrial segments. With almost 170 years of experience, approximately 27,800 employees, including 750 internal field technicians, and more than 280 locations in over 40…

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 Last time, we went through the specifics of service management software while looking specifically at the delivery of service. Now we’re going to take that a step further and discuss…

 Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about three pillars of redefining service delivery. We talk a lot on this podcast about the different journeys that companies are on when it comes to transforming their businesses…

We have a pretty good idea now that, especially among some change-resistant businesses, Covid-19 has dramatically accelerated digital transformation. There are questions about how quickly it’s accelerated it, but the general consensus is that we’re probably about five years further along than we would have been had things remained on their pre-Covid track. We’re seeing this play out as retail stores like Best Buy take their brick and mortar footprints and turn them into fulfillment…

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 Last time in our series, we took a look at the broad capability categories of service management and broke them into three subsections: Service delivery, operations, and customer experience. Today we’re going to start breaking down the…