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I’ll start this by saying I used to work for Apple, both in the retail space as a college student, and then again in business development while I was getting my MBA. Apple has always led the way in delivering exceptional service alongside premium products, from their support offerings, to their subscription services, to the physical structure of their retail stores. Servitization is the DNA of Apple’s 21st-century success (and, sacrilegious as it may seem,…

 Klaus Glatz, Chief Digital Officer at ANDRITZ, talks with Sarah about customer needs driving digital transformation and service evolution as well as shares his biggest digital transformation lessons learned.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about digital transformation lessons learned. We know that digital transformation journeys can be fraught with complexity, and I think it’s incredibly valuable to…

Carlsberg is one of the world’s leading brewery groups with more than 140 brands in its beer portfolio, including the international brands Carlsberg and Tuborg and strong local power brands, such as Ringnes in Norway, Lvivske in Ukraine, Wusu in China as well as craft and specialty brands such as French 1664 Blanc and the Belgium abbey beer Grimbergen. Carlsberg’s service business provides installation, repair, and maintenance to its customers in the hospitality industry. In…

Manufacturers of technical and office equipment have, just like manufacturers from other disciplines, embraced the importance of making service a component of their solutions. Offering service alongside traditional business practices makes a lot of sense for these companies—the overhead is low, the opportunity for subscription-based selling naturally increases, and there is implicit value in taking customer relationships beyond the transactional. High tech manufacturers and sellers of both business and consumer products have embraced this approach,…

 Reeve Bunn, President, DSL; Mark Rentschler, Director of Customer Support, Makino; and Rudy Goedhart, Sr. Director of Business Intelligence, Spencer Technologies talk with Sarah about how COVID-19 has changed their customers’ needs and expectations and in what ways their businesses have adapted.    

I’ve taken note of a recurring theme in many of my conversations with service leaders in recent months: the prioritization of knowledge management within their digital transformation roadmaps. While knowledge management has long been considered “important” to some degree, this increased focused makes sense when you pause to consider a variety of factors at play within service that are shining a light on the need for a strong knowledge management program. First, you have what…

Manufacturing firms across a variety of disciplines have been looking for ways to implement more service-oriented solutions into traditional manufacturing processes. This true for organizations that work with capital and industrial equipment as much as it is for any other manufacturer, but for industrial manufacturers, there are a variety of unique challenges that must be considered. Industrial assets—especially those that will become part of a broader manufacturing workflow—exist in a more mature service market than…

 Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well as the “secret sauce” of her leadership style.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. You might recognize today’s guest from the industry or from a recent podcast that we published, that was a replay of…

We know that the advancements in capabilities, sophistication, and usability of today’s field service software solutions are impressive. But we also know that, regardless of the strength of software selected, there are many opportunities for projects to go awry during implementation that have little to do with the software itself. Despite the best of intentions, companies can find themselves in a quandary during deployment. Recently Katie Hunt, Service Operations Leader at APi Group, joined us…

Manufacturers across the board are waking up to the potential of servitizing previously product-oriented businesses, building out their book of business with service and outcomes-based solutions. For manufacturers who build and sell medical devices, the opportunity is certainly just as apparent. While some customers expect systems and assets to work as expected, medical workers often require uninterrupted utilization in order to keep their patients safe and meet the unique day-to-day challenges that they face. Issues…