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Digital Transformation

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There’s much debate on whether New Year’s resolutions are worthwhile, but in my opinion, it can never hurt to pause and set some intentions. Service has made strides in the past couple of years when it comes to being seen for its competitive worth and being prioritized within businesses, so there is more focus than ever on how to succeed in service. This comes at the perfect time, because there is also more pressure from…

I recently interviewed Hilbrand Rustema, Founder of Noventum Service Management – a consulting firm dedicated to unlocking the value of service business for organizations. Noventum has more than 75 consultants worldwide serving all major industry regions including Germany, France, Spain, Benelux, Scandinavia, UK, North America and China. The firm has led successful transformations for more than 200 clients, giving Hilbrand a unique collective look at the state of service. Stay tuned for his podcast episode…

While I could be considered a mainstay of the US WBR event circuit, last week was my first time not only attending but also speaking at WBR Field Service Europe in Amsterdam. It was exciting to experience a Field Service event through a slightly different lens but also reassuring that — regardless of geography — the challenges, changes, and demands that are facing service leaders remain consistent. While there are of course variations on objectives…

Take a look at your phone. Specifically, take a look at the apps on your phone. Go ahead and minimize this for a second. I’ll wait. Are they a mess? The average phone is inundated with a minimum of five apps that are so old and unused that they aren’t even compatible with the current device that they’re on. What do you think is the longest you’ve gone without opening an app? I admit that…

I snapped this picture a couple of weeks ago while visiting NYC – I though the mural was cool, and a good reminder that in a world where technology is rampant, it is crucial for us as humans to maintain control. The point was illustrated this past weekend when the company that makes my son’s Continuous Glucose Monitor – Dexcom – had a server outage. I’ve shared before on social media that my four-year old…

In the 1930’s, Clark Gable was the face of Americana, having appeared in seminal film classics like Gone with the Wind and Mutiny on the Bounty. Because of this, he was widely known as the “King of Hollywood”. Today, if you ask the average person about Clark Gable, they’ll have no idea who you’re talking about. You may chalk it up to ignorance, or the passage of time, but Gable, and his ilk (The Bogarts…

I don’t think there’s a less controversial position than admitting that you’re “pro-optimization”. Everyone wants to be optimized, but the word “optimization” has become so muddled by tech-speak over the last two decades that it now barely carries any meaning at all. “Optimization” is now some sort of vague efficiency improvement that is as shallow a statement as saying that you’ve “streamlined operations,” or “maximized efficiency”. The term “optimization” has become a big bucket to…

As I was entering the workplace in 1981, computers were not so popular for a guy in the commercial/industrial service business. Memory, and I am talking about hard-drive space, was nothing like it is today. Remember that unconfirmed quote from Bill Gates in 1981, when the IBM personal computer was introduced? Mr. Gates supposedly said that 640Kb of memory “ought to be enough for anybody.” Heck, Apple just a few years later released a cute…