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Leadership, Innovation, & Change Management

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Madhu Karnani Oza, Director, Customer and Technical Services Asia Pacific at Abbott, talks with Sarah about some of the key considerations around where to place the service function within your organizational structure to achieve the greatest success if you’re looking to evolve, advance, and progress your service focus and revenues.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about how to…

IDC estimates there will be 55.7 billion connected IoT devices (or “things”) by 2025, generating almost 80B zettabytes (ZB) of data and says “organizations continue to connect their internal processes across roles on a digital platform; and these same industry organizations are realizing the importance of expanding their ecosystems to meet market and customer need, and be more flexible and resilient.” We all recognize the criticality of gathering data, but do we have clarity around…

I am a creature of the retail world, having spent my young and early professional life in it, both directly as an hourly employee, and then indirectly in advisement to some large retail brands. Because of that, it’s something that I talk about here frequently. Most of the discussions that I’ve had have been about the actual retail go-to-market strategy for retail organizations: Where service can fit in their current day-to-day operations. This means focusing…

Trond Aune, Global ERP Manager and Henning Haugen, Group Technical Manager – Maintenance, both at Jotun, join Sarah to discuss the role of company culture in innovation, how a single source of truth was an imperative foundation for Digital Transformation, and how they’re building on success with the move to predictive maintenance.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking through…

Emilie Giraudet, formerly the Head Of Customer Service Business Support & Sales Steering at GEA Group, shares with Sarah her hard-won and valuable insights from more than a decade of work transforming global service at GEA. Insights include practical advice for how to influence and align key stakeholders, how to set a solid technological foundation, and three keys to successful change management.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your…

Service businesses and mobile devices are not in any way strangers—I’ve written many articles about the relative maturity of the mobile service market, across a variety of industries. I’ve also spent quite a bit of time recently discussing the various business changes impacting manufacturers, whether they be industrial, medical, or high-tech (and yes, I know that these three groups don’t represent all manufacturers). So let’s smoosh those two things together and think about the unique…

Here’s the second half of our New Year’s two-parter. To celebrate the end of a unique and challenging year, Sarah is joined by podcast producer and fellow website contributor Tom Paquin to discuss their favorite conversations and lessons from the past year. Guests include: Linda Tucci, Global Sr. Director of the Technical Solutions Center of Ortho Clinical Reeve Bunn, President of DSL Klaus Glatz, Chief Digital Officer of ANDRITZ Sonya Lacore, VP of Infight Operations…

Fresh starts always feel good but kicking off 2021 brings a new level of relief. Now obviously challenges haven’t miraculously dissipated, but there is a sense of hope for what’s on the horizon. Let’s build from that and consider how we can use the trials of 2020 to set intentions for 2021 that will lead us to triumph. I do believe that there’s an opportunity for service businesses to come out on the other side…

I’ll spare everyone the cliched overtures about what a year we’ve had. We’ve all been enduring it, but there’s the potential of hope on the horizon. Given that 2020, on the whole, was mired by disruption of business-as-usual, with this wretched year now in the rearview, I wanted to take stock of exactly what it was that I, personally, spilled digital ink over this last year. Sarah wrote a lovely article in which she discusses…

Let’s start with the obvious: There’s a moral imperative for businesses to increase their sustainability. While individual waste and pollution certainly has a greater-than-zero effect on the health of our planet, businesses, by virtue of their scale, have an outsized effect on our ability to impact our environment, and while these organizations may not have a fiduciary duty to their shareholders to be conscious of their waste, they certainly have a duty to humanity. And…