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Digital Transformation

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I had the good fortune last week of interviewing Paul Joesbury, Commercial Operations Director at HomeServe, for an upcoming episode of the Future of Field Service podcast (his episode will air August 28th, and it’s a must listen!). The conversation produced a wealth of valuable points, and as we prepare the episode for your listening pleasure, I thought I’d start by sharing Paul’s thoughts on what it takes to get employees to adopt new technology.…

The implementation of cloud platforms in recent years has become, well, a bit pedestrian. Now, the challenge seems to be in experimenting with different approaches to get folks to recognize the value. For many years we have been driving the use of applications. An application-based approach worked, the financial model for software manufacturers and the licensing clarity for businesses was effective. It all started with the box of software, floppies, CDs, and even DVDs. Nobody…

I had the good fortune of interviewing Joe Pine, co-author of The Experience Economy: Work Is Theatre & Every Business a Stage and Co-founder of Strategic Horizons, this past week for an upcoming episode of the Future of Field Service podcast. It was such a good conversation that not only could I not wait for you to hear some of Joe’s wise words, but it was worthy of a written post as well to really…

 Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. Click here to read more from Stacy on the Future of Field Service. Click here to learn more about Stacy’s work on Doing CX Right.    

Are you a control freak? I can relate. Feel like no one can do it like you can? Guilty. Want to do it all? Me too. It can be hard to step back and be logical about the areas in which relinquishing control can help us achieve greater success – but with the pressures today’s field service organizations are facing, it is absolutely imperative to do so. I feel that for the vast majority of…

By focusing your service and support performance on the specific needs and requirements of your customers, you are much more likely to end up with a satisfied customer base. However, in order to build a loyal customer base for yourself and your company, you will need to go well beyond merely keeping them satisfied. During the 1990s, a new philosophy of customer service was adopted by some of the more progressive services organizations – the…

Last week while attending the IFS UK&I User Group Annual Conference outside of London, I had an opportunity to sit down and chat with Alastair Clifford-Jones, CEO of consulting firm Leadent Solutions. Besides bonding over a mutual love of live music and sharing parenting tales, we reflected on our years in the world of field service – what has changed and what hasn’t. One of the points that Alastair brought up related to what has…

 For those of you that haven’t caught each episode in full since the Future of Field Service podcast launched, we’ve curated what we feel are the top 10 insights shared by our guests to help you improve your business. We hope you enjoy! Here is a list of guests, and when you’ll be able to hear them: Tony Black: 01:11 Roy Dockery: 04:49 Greg Lush: 07:31 Marc Robitzkat: 12:59 Larry Wash: 16:07 Sasha Ilyukhin:…

With each passing year of the digital age, we ironically get further away from the significance of technology. Hey, fact is that transactional systems will always be in play, however, it is with the “valuable applications” where the last mile of value exists. If you are interested in a truly digital enterprise, you must go WAY past those frankly boring, transactional systems (finance, operations, email, file storage). Are you nodding your head? In order to…