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Leadership, Innovation, & Change Management

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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 The Building Blocks of Customer Experience Excellence Implementing New Service Software Last we spoke, we were discussing what happens when a brand new piece of…

Regardless of your age or geography or role or industry, 2020 has challenged and stretched you. For service leaders, this year has put an extra burden on an already tall task of spearheading immense change. In the same way companies that have reacted nimbly to how the pandemic has changed the needs of their customers; service leaders have had to tap into different skills to meet the needs of their teams in this new world.…

 Linda Tucci, Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics, talks with Sarah about why – particularly this year – it is critical to make mental health a priority in service leadership and how she’s done so, for herself and her team.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be tackling a topic that is near and…

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.    

 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…

 Sarah shares a panel discussion from the Service Council Virtual Symposium with Linda Tucci of Ortho Clinical Diagnostics, Dr. Marlene Kolodziej of RICOH USA, Sophia Williams of NCR, Sonya Lacore of Southwest Airlines, and Cindy Etherington of Dell about how they are leading through this time of immense change.     Sarah Nicastro: Hello everyone. Thank you so much for joining us for this session, Women in Service: Leading the Industry Through Change. My name…

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 The Building Blocks of Customer Experience Excellence This week, we’re looking at how an organization would implement a new service management platform to replace (mostly)…

 Katie Hunt, Service Operations Leader at APi Group, shares with Sarah insights gleaned and lessons learned during the company’s recent field service software upgrade.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking to you about seven keys to software upgrade success. If you have ever been in the midst of a software upgrade project, you know that it is…