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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. 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 The Politics and Potential of Changing Service Software Providers What is Servitization? What is Outcomes-Based Service?…

In today’s customer-centric culture, the moment of service means more than ever. The moment of service is a moment of engagement, a moment of opportunity, moment of innovation, a moment of potential growth. There’s a whole lot riding on your ability to execute on those moments if you realize service for the powerful potential it holds. For most businesses, mastering the moment of service has become a major priority. This mastery requires the business to…

I’ve been a remote worker since I started at IFS in 2019. For the first 15 months of my remote employment, I felt like a member of an exclusive club. No commute, the ability to play 90’s hip hop as loud as I want, and the daily company of no one other than my dog, French Fry, who did not complain when I microwaved fish for lunch. In March of last year, though, my wife…

Sarah talks with Jennifer Deutsch, CMO of Park Place Technologies, about the musts and must nots of marketing service.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m super excited for today’s podcast, because we’re going to be tackling a topic that I think a lot of listeners can benefit from digging into, which is understanding a CMO’s view on how to master service marketing. As companies…

I believe the vast majority of our audience – that’s you! – understand that services are a strong path to differentiation and growth for their businesses. I’d even go so far as to say that many have refined or created services that create value for their customers – examples like moving from reactive to predictive models or introducing net new services that help enable customer outcomes. Where I think many still struggle, however, is in…

Anyone who’s read more than a passing article from me knows that I am a gaming enthusiast. Whether it’s Baseball, computer Solitaire, Dungeons and Dragons, Jeopardy, or Super Mario, give me something with a score, and objective, and a repeatable loop of actions and behaviors, and I’m in the zone. Even if I am terrible at it, I’m having a really nice time. I know that I am not alone in my pro-games predelictions (partially…

Karl Lowe, Head of Panasonic European Service at Panasonic Heating & Cooling Solutions Europe, joins to talk with Sarah about the company’s strategic objectives around service, incorporation of remote assistance, and customer focus.     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 Panasonic has set its sights on service. I’m excited to welcome today to the podcast Karl Lowe, Head…

Dot Mynahan, Executive Director, Field Operations for Otis Americas talks with Sarah about her 30-year history in field service, how Otis is working to mentor and advance women leaders, and how she’s chosen to challenge.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m excited today to be speaking with Dot Mynahan of Otis on International Women’s Day week. I’ve interviewed Dot in the past, but not…

As I thought about what to write about for International Women’s Day this year, I realized how incredibly fortunate I am to be surrounded by intelligent, brave, strong women. On the world stage there were numerous women I was in awe of this year, including Stacey Abrams and the sacrifice she made for democracy as well as witnessing Kamala Harris sworn in as the United States’ first female Vice President. At home, I am lucky…

This is part of an ongoing series on the state and standards of service management software. 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 The Politics and Potential of Changing Service Software Providers What is Servitization? What is Outcomes-Based Service?…