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Future of Field Service

Future of Field Service

By Future of Field Service
During my ten years in the media covering the service space, I found myself writing content all the while thinking that the conversations I was having held so much power beyond what I could capture in writing. With the Future of Field Service podcast, we aim to bring those conversations to life so that you feel a part of them. Join me as I interview service leaders and industry experts in an effort to provide insightful, actionable information to those in service industries about how to embrace business transformation, adopt new technologies, and motivate a workforce in new ways.
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The AI-Powered Enterprise

Future of Field Service

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Slowing Down to Speed Up
Eduardo Bonefont, VP of Life Sciences Technical Services at BD, talks with Sarah about the need to balance short term priorities with long term potential and shares an exercise in “pausing” that BD did to set the company up for better success.
43:60
December 1, 2021
The Impact of Employee-Centric Management
Dr. Jack W. Wiley, who is recognized internationally for pioneering research linking employee work attitudes to measures of organizational success, joins Sarah to talk about his latest research and book around the traits and benefits of employee-centric management.
45:27
November 24, 2021
The Myths and Truths of As-a-Service with Kevin Bowers of TSIA
Kevin Bowers, Director of Field Services Research at TSIA (Technology & Services Industry Association) joins Sarah for a chat about some of the biggest misperceptions, thrown around terms, and doubts about As-A-Service as well as a discussion around why this journey is so important to embrace and educate ourselves on.
42:40
November 17, 2021
Kaer’s Journey to Cooling-as-a-Service
Dave Mackerness, Director at Kaer, shares not only the details of the Singapore-based business’ journey to Cooling-as-a-Service but also the reason for their passion around the business model, what they learned in being an early adopter, and his perspective on what the future holds.
42:47
November 10, 2021
The Key to Real Progress in Diversity, Equity & Inclusion
Sarah talks with Latasha Reindl, Director of Service Operations Excellence at Schneider Electric Digital Buildings, about the central theme that is key to making further progress in the areas of diversity, equity and inclusion.
48:33
November 3, 2021
Cimcorp Shares 4 Defining Characteristics of Strategic Alignment
Maarit Leppäaho, Vice President, Corporate Marketing and Communications at Cimcorp Group, shares with Sarah the guiding forces and lessons learned from the company’s recent initiative to reshape strategy and create better strategic alignment.
31:55
October 27, 2021
Bureau Veritas’ Focus on a Sustainable Future
Lou DeLoreto, Vice President, Safety & Sustainability- North America, Bureau Veritas talks with Sarah about the company’s focus on improving sustainability, both in achieving its own objectives and also by helping customers with their sustainability goals.
37:09
October 20, 2021
Creating a Compelling Employee Value Proposition
Lauren Winans, CEO and Principal Consultant and Next Level Benefits, talks with Sarah about ways to modernize the perception, creation, and articulation of an employee value proposition to improve success with recruiting, hiring, and retention.
42:09
October 13, 2021
Tetra Pak on Sustainability and its Services Potential
Sarah is joined by Jason Pelz, VP Sustainability Americas at Tetra Pak, and Sasha Ilyukhin, VP Services Solutions at Tetra Pak for a discussion around the company’s leadership position in its own sustainability efforts as well as the opportunity it sees for growth in offering services related to sustainability.
49:57
October 6, 2021
Darren Roos on the 2021 Gartner Magic Quadrant for FSM
Darren Roos, CEO of IFS, joins Sarah for a chat about navigating the complexity of the last year, the exciting growth in service at IFS, the company’s leadership position on the 2021 Gartner Magic Quadrant for Field Service Management, how his leading of change management parallels many service leaders, and what comes next.
33:46
September 29, 2021
Bureau Veritas Takes Charge of the Future of Work
Maggie Laureano, VP of Human Resources, Americas at Bureau Veritas talks with Sarah about how the company has taken action on the talent gap, how it is nurturing a new generation of workers, and how it is addressing the future of work.
47:06
September 22, 2021
The Demand for More Digitally Adept Leaders
Russell Masters, Director of IT and Analytics at DHU, a provider to the UK National Health Service, who formerly spent significant time at Rolls-Royce involved in digital innovation efforts, talks with Sarah about the call for leaders to become more digitally adept. They discuss what this does and doesn’t mean, some of the key changes necessary, and what the future holds for leaders in the digital age.
43:54
September 15, 2021
The Intersection of Servitization and Sustainability
Sarah welcomes back to the podcast Dr. Andreas Schroeder, Digital Lead of the Advanced Services Group, for a discussion around how Servitization and sustainability are inextricably linked and what that means for the future of businesses differentiating through service.
44:30
September 8, 2021
The Importance of Service Benchmarking
Hilbrand Rustema of Noventum joins Sarah again to talk about the value and importance of service benchmarking, the best practices for gaining valuable insight, and what trends are most important to gauge against at the moment.
32:24
September 1, 2021
How Brinks Home is Fueling Service Innovation
Sarah talks with Joni Chapas, Vice President of Field Service Operations Support at Brinks Home, about how the company has structured her team to optimize both operations and innovation.
39:36
August 25, 2021
Embracing the Realities & Possibilities of Innovation
Dan McClure, Systems Innovation Choreographer at Innovation Ecosystem discusses with Sarah the differences between incremental improvement and true innovation and provides advice for companies on how to react sufficiently to today's disruption. 
42:11
August 18, 2021
The Art of IT at Compugen
Catherine Wood, Service owner, Engineered Deployment at Compugen, talks with Sarah about the role of creativity in IT and how she views it as an art form as well as her experiences as a woman in IT leadership and the advice she'd pass along to newcomers.
36:53
August 11, 2021
Bringing the As-A-Service Opportunity to Life
Sarah talks with Scott Weller, Partner at Mossrake Group, about the work he does helping companies bring as-a-Service offerings to the market and how the microcosm approach can aid in overcoming the barriers in realizing the potential of as-a-Service.
43:33
August 4, 2021
Tactics for Closing the Talent Gap
Co-authors of the book Game Changer: How to Be 10x in the Talent Economy, Michael Solomon and Rishon Blumberg, share with Sarah and listeners insights on how to navigate working remote, the demand for innovative and fast responses to customer needs, virtual-only experiences, and high unemployment rates
50:30
July 28, 2021
Removing Barriers to Digital Transformation ROI
Join Sarah as she talks with Philip Carter of IDC, Fredrik Tukk of Maersk Drilling, and Marne Martin of IFS about why research shows that only 25% of companies achieve ROI from digital transformation and what can be done to increase the likelihood of measurable success.
57:19
July 21, 2021
Modernizing Technician Utilization for Today’s Field Service Objectives
Ian Pattinson, former VP technical operations at Rogers Communications, talks with Sarah about how the perception and responsibilities of a field technician have changed, the need to prioritize use of your most skill resources, and how compensation can make – or break – performance.
33:35
July 14, 2021
How to Change to Win
Sarah welcomes Rias Attar, accomplished business strategist, transformation expert, operational excellence leader, project and change management professional and author of the new book Change to Win, to discuss how strategy, delivery mechanism, and culture all play a part in embracing change to respond successfully to market pressures.
42:53
July 7, 2021
AT&T on The Future of The Call Center
Ian Schmehl, Vice President, Sales, Service, and Digital Operations – AT&T Mexico, talks with Sarah about the criticality of call center and field service collaboration, the growing role AI is playing in the call center, and what the future of a “no-call” center will look like.
31:12
June 30, 2021
Lenovo On Embracing the Opportunity of Service
Jimmy Auw, Director of Central Asia Pacific Services at Lenovo, talks with Sarah about four major focus areas that come into play as Lenovo looks to seize the potential of service.
52:04
June 23, 2021
Real-World Advice From a Change Champion
Sarah talks with Scott Lowes, Construction Supervisor at FortisBC, about his love for technology, his excitement in seeing it permeate field service, and his advice as a change champion for how to make technology palatable, how to foster adoption versus just compliance, and the joy of the “aha” moment when it takes hold.
37:11
June 16, 2021
Schneider Electric’s Journey To As-A-Service: Part 2
Howard Bowland, VP Field Services Australia at Schneider Electric and Scott Weller, Partner at Mossrake Continue the discussion with Sarah about the company’s journey to as-a-service in talking about operationally what was required to bring this vision to life, how important agility is, lessons learned, and what they feel the future holds.
34:48
June 9, 2021
Schneider Electric’s Journey To As-A-Service: Part 1
Howard Bowland, VP Field Services Australia at Schneider Electric and Scott Weller, Partner at Mossrake, talk with Sarah about how various industries are adopting as-a-service models, Schneider’s introduction of its as-a-service value proposition, and how critical your go-to-market is in this journey.
49:04
June 2, 2021
Destigmatizing, Normalizing and Prioritizing Mental Health in the Workplace
Sarah welcomes Johnny Crowder, suicide/abuse survivor, TEDx speaker, touring musician, mental health and sobriety advocate, and the Founder & CEO of Cope Notes, a text-based mental health platform that provides daily support to users in nearly 100 countries across the globe, to discuss the criticality of prioritizing mental health in the workplace.
38:03
May 26, 2021
Foxtel Masters The Contract Workforce Model
Nunzio Bagnato, Director of Home Service & Advance Servicing At Foxtel, describes how the company has motivated its contract workers to be highly engaged, effective, and empowered to deliver the Foxtel brand experience.
48:59
May 19, 2021
Cimcorp’s IT Strategy for Working Smarter
Pekka Nurmi, Director of Corporate IT at Cimcorp, talks with Sarah about the company’s efforts to modernize IT to increase its ability to be strategic, nimble, and most impactful.
43:44
May 12, 2021
Is Your View of Outcomes-Based Service Limiting Your Success?
Chris La Fratta, Vice President & Head of Professional Services and Solutions Delivery at Philips, talks with Sarah about embracing a broader view of what outcomes-based service can mean for your business, how Philips is evolving its service offerings, and some of the key changes necessary in order to deliver.
52:53
May 5, 2021
Pressing Pause to Reflect After the COVID Sprint
Jason Prokop, Director of Field Service, and Alesia Magon, Sr. Manager Technical Support & Repair Center, both of global laboratory diagnostics firm DiaSorin, take a deep breath after the massive growth, major pivots, and immense perseverance of the last year to talk with Sarah about their lessons learned.
47:43
April 28, 2021
5 Biases That Hinder Service Marketing
Michael Blumberg, President of Blumberg Advisory Group, shares with Sarah how he sees companies falter when it comes to successful marketing of services.
33:51
April 21, 2021
Cox Communications’ Service-Based Revenue Diversification Strategy
Richard Culberson, Executive Director, Smart Home and IoT Strategy & Operations, talks with Sarah about lessons learned in working to diversify revenue streams with service.
34:17
April 14, 2021
QIAGEN’s Focus on Employee Mental Health
Jordan Argiriou, Director, Service Solutions APEC at QIAGEN talks with Sarah about how to normalize a focus on mental health in the workplace, how to grapple with varying comfort levels, and how to navigate cultural differences around the topic.
49:58
April 7, 2021
A CMO’s View on Mastering Service Marketing
Sarah talks with Jennifer Deutsch, CMO of Park Place Technologies, about the musts and must nots of marketing service.
51:13
March 31, 2021
Panasonic Sets its Sights on Service
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.
44:43
March 24, 2021
Pivot to Win: Tackling Challenges to Embrace Change
Sarah welcomes Jordan Babineaux, former NFL player turned entrepreneur and business coach, voice of the Seattle Seahawks, and author of new book PIVOT TO WIN.
42:44
March 17, 2021
Dot Mynahan of Otis Elevator on IWD 2021
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.
55:40
March 10, 2021
Using Data to Drive Your Services-Led Business Model
Dr. Andreas Schroeder, Reader for Information System at Aston University and Digital Lead for the Advanced Services Group Joins Sarah to discuss what it takes to succeed in delivering data-led services and to offer his advice on the best approach for monetization of data.
41:41
March 3, 2021
The 5 Most Common Servitization Fumbles
Building off of the creation of recent special report The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor, Sarah and Hilbrand Rustema, Founder and Managing Director of Noventum, discuss the five most common areas where companies go wrong on the Servitization journey.
26:51
February 24, 2021
Where Does Service Fit in Your Organizational Structure?
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.
50:51
February 17, 2021
Icelandair Explores Predictive Maintenance
Lilja Scheel Birgisdóttir, Reliability Engineer at Icelandair, talks with Sarah about the immense complexities and interdependencies of airline operations and the role predictive maintenance will play in the airline’s future.
34:39
February 10, 2021
Jotun’s Keys to Digital Transformation Success
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.
42:03
February 3, 2021
Lessons Learned in Global Service Transformation
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.
44:37
January 27, 2021
The Business Model Blueprint for Successful Servitization
Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group, makes his third appearance on the podcast sharing with Sarah insights into one of the most-discussed aspects of servitization: how to create revenue.
35:48
January 20, 2021
Sysmex’ Tips for Effective Onboarding, Training & Retention
Sarah welcomes Bobby Lincoln, Supervisor of Customer Care Onboarding at Sysmex America, to discuss how to make onboarding personal – particularly in our now virtual world, how to train without creating overwhelm, and how to retain field service talent by offering career progression paths.
48:03
January 13, 2021
Top 10 of 2020 Part 2
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 of Southwest Airlines Mita Mallick, formerly the Head of Diversity and Inclusion and Cross-Cultural Marketing at Unilever and now the Head of Inclusion, Equity, and Impact at Carta If you enjoy our content, be sure to visit www.futureoffieldservice.com
42:35
January 6, 2021
Top 10 of 2020 Part 1
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: Jamie Beck, Sr. VP of Field Operations at Peloton Roel Rentmeesters, Director of Global Customer Service at Munters Sae Kwon, VP of Customer Experience at Cisco Henrietta Haavisto, Head of Service Transformation Change Management at KONE Tim Baines of Aston’s Advanced Services Group at Aston Business School If you enjoy our content, be sure to visit www.futureoffieldservice.com
36:06
December 30, 2020
Spreading Holiday Cheer
In honor of the Christmas holiday, Sarah features two very special guests on this week’s podcast – her sons Evan (5) and Ellis (4).
05:07
December 23, 2020
Schneider Electric on The Move to Delivering Outcomes
Jerome Soltani, Sr. VP of U.S. Services and Alex Gershman, Director of Strategy, Services and Solutions both at Schneider Electric join Sarah to discuss the inflection point service is at, the excitement that holds, and the challenges organizations face in bringing outcomes-based service potential to fruition.
49:58
December 16, 2020
Tim Baines of Aston Business School’s 2021 Servitization Predictions
Sarah welcomes back Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group to share his insight on what businesses can expect as it relates to the Servitization journey in 2021.
49:18
December 9, 2020
Breaking Away from Break-Fix Service
Sarah talks with Brad Resler, President and COO of Brady Services and Roger O’Connor, EVP of Aftermarket Operations at Gosiger about the migration to more proactive and outcomes-based service.
41:54
December 2, 2020
Leadership Lessons of 2020
In this week’s mashup, we revisit some of the lessons guests have learned leading in such a tumultuous year as 2020.
12:54
November 25, 2020
4 Keys to Recruiting Success at Tetra Pak (And How COVID Has Changed the Game)
Bonnie Anderson, Global Manager of Talent Acquisition and Future Talent at Tetra Pak shares insight with Sarah on how the service world needs to evolve hiring at the strategic and practical levels as well as discusses how COVID has changed the game when it comes to recruiting and hiring.
48:33
November 18, 2020
What’s Your Touchless Service Strategy?
Michael Blumberg, President & CEO of Blumberg Advisory Group, joins Sarah to discuss what touchless service will look like in a post-pandemic world.
30:31
November 11, 2020
Making Mental Health a Focus in Service Leadership
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.
44:47
November 4, 2020
ANDRITZ Shares Digital Transformation Lessons Learned
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.
33:29
October 28, 2020
Adapting to New Customer Demands
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.
44:10
October 21, 2020
The “Secret Sauce” of Southwest Airlines
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.
35:02
October 14, 2020
Women in Service: Leading Through Change
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.
52:06
October 7, 2020
7 Keys to Software Upgrade Success
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.
32:39
September 30, 2020
3 Themes Driving the Future of Service
Sarah shares a recent keynote she delivered for Aston Business School’s World Servitization Convention, which includes her presentation of three key themes she feels have surfaced as a result of COVID and will impact the future of service across industries as well as a discussion with Larry Blue, CEO of Bell and Howell; Kevin Starr, Global Program Manager, Advanced Services at ABB; and Robin Butler, Group Field Service Director at WaterLogic about how these themes have presented in their companies and what they feel the future holds.
01:01:26
September 23, 2020
Cisco Adapts to CX Trends
Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.
49:22
September 16, 2020
New Metrics for a New World of Service Delivery
Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.
39:07
September 9, 2020
3 Pillars of Redefining Service Delivery
Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.
35:01
September 2, 2020
Peloton Invests in Field Service as a Strategic Differentiator
Jamie Beck, VP of Field Operations at Peloton, joins Sarah to discuss the company’s perception of service as a strategic differentiator and how field operations is being used to deliver a first-class customer experience.
31:51
August 26, 2020
Evaluating Today’s Wearable Technology Options
Sarah welcomes back to the podcast Roel Rentmeesters, Director of Global Customer Service at Munters, to discuss the company’s evaluation and addition of smart glasses to its merged-reality solution.
22:55
August 19, 2020
Sub-Zero On the Criticality of Effective Training for Customer Experience
Tyler Verri, Customer Service Manager - Training and Installation Strategy at Sub-Zero Group, Inc., talks with Sarah about the crucial role training plays in ensuring a positive customer experience – particularly as Sub-Zero relies on third-party providers for service.
30:13
August 12, 2020
Tim Baines of Aston Business School on Advanced Services Transformation
Tim Baines, Professor of Operations Strategy & Executive Director of the Advanced Services Group at Aston Business School, joins Sarah for an engaging deep dive into the forces driving businesses on the journey to Servitization and outcomes-based service and the framework his group has created to help guide organizations through that journey.
47:02
August 5, 2020
Darren Roos on the 2020 Gartner Magic Quadrant for Field Service Management
IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.
29:12
July 29, 2020
Mita Mallick of Unilever on Having Courageous Conversations on Race
Mita Mallick, Head of Diversity and Inclusion and Cross-Cultural Marketing at Unilever, has an important discussion with Sarah about how to tackle courageous conversations on race, how to be an ally in both professional and personal settings, and how to foster greater diversity and inclusion.
48:15
July 22, 2020
Ricoh’s Centralized Services Strategy
Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.
23:25
July 15, 2020
5 Ways COVID Has Brought Clarity to Our Business
Rodger Smelcer, Vice President/Owner of United Service Technologies discusses with Sarah five ways that COVID-19 has brought clarity to his business and what changes he’s made as a result.
41:47
July 8, 2020
A Real-World Look at What Slows Servitization Progress
Greg Parker, who has 20+ years of experience with brands like Hussmann, Trane, and Thermo King, shares some real-world insight into some of the common challenges that slow Servitization progress within organizations.
42:20
July 1, 2020
DSL: How COVID-19 Has Accelerated Our Pace of Change
Reeve Bunn, President of DSL, talks with Sarah about how COVID-19 has accelerated the company’s pace of change, how he promotes an innovative culture within the 104-year old company, and how he stays focused both personally and as a leader on what’s most important.
46:32
June 24, 2020
National Grid Prepares for COVID-19 Recovery
Reihaneh Irani-Famili, VP of Business Readiness, National Grid talks with Sarah about lessons learned in virtual leadership, how National Grid is preparing for COVID-19 recovery, and what she thinks our Next Normal will entail.
41:01
June 17, 2020
How Park Place Technologies Has Excelled During The Pandemic
Nicola Buckley, EVP, Park Place Technologies, shares with Sarah three tactics that have enabled PPT to not only survive COVID-19 but thrive and grown during the crisis.
31:04
June 10, 2020
How Tetra Pak is Preparing for The New Normal
Sasha Ilyukhin, VP Services and Industry 4.0 at Tetra Pak, talks with Sarah about the lessons Tetra Pak has learned from the COVID-19 crisis and what he thinks the New Normal will hold.
40:53
June 3, 2020
The AI-Powered Enterprise
Seth Earley, CEO & Founder at Earley Information Science and Author of The AI-Powered Enterprise, discusses with Sarah why he feels that AI has failed to deliver on its promise for most businesses and gives insight on what those businesses need to do to better harness its power.
44:41
May 27, 2020
ABB Discusses the Idea of Refactoring Field Service
Kevin Starr, Program Manager Advanced Services - Oil, Gas, and Chemical Division at ABB talks with Sarah about the concept of “refactoring” field service – discussing ways organizations need to evolve to keep pace with change, particularly as we recover from COVID-19.
37:52
May 20, 2020
Aberdeen’s Outlook on IoT
Sarah Gaffney, Market Insight Analyst at Aberdeen, talks with Sarah about what the research firm sees as the latest trends in IoT.
26:20
May 13, 2020
Smart Care Discusses 3 Key Pivots of COVID-19
Gyner Ozgul, Sr. Vice President of Operations at Smart Care Equipment Solutions, talks with Sarah about the key pivots Smart Care has made to weather the storm of COVID-19 and how they’re actively preparing for recovery.
40:51
May 6, 2020
AT&T Speaks on The Promise of 5G
Sarah talks with Jason Inskeep, Director of the 5G Center of Excellence at AT&T, about the value 5G will bring to service organizations, misperceptions about the technology, and the timeline for adoption.
30:12
April 29, 2020
How Munters Is Addressing Today and Tomorrow’s Business Needs
Sarah talks with Roel Rentmeesters, Director of Global Customer Service at Munters about how Munters is tackling the challenges of the COVID-19 pandemic in a very tactical way while also looking ahead to lead as we find the new normal.
30:38
April 22, 2020
Panel Discussion: Managing COVID-19’s Impact
Enjoy this replay of Sarah’s recent panel conversation with Dr. Michael Saag, infections disease physician recovering himself from the coronavirus; Ravi Advani, Director of Global Solutions at Unisys; and Gary York, CEO of Help Lightning about how they’re dealing with COVID-19 as both individuals and businesses.
53:23
April 15, 2020
Charting Your Path Through the COVID-19 Crisis
Sarah talks with Martin Gilday, Senior Consultant at Noventum, about the top challenges service organizations are grappling with as a result of COVID-19 and what steps are necessary for business continuity as well as in preparation for the eventual recovery.
33:09
April 8, 2020
DHL’s Approach To Innovation
Gina Chung, Vice President Innovation Americas at DHL, talks with Sarah about the trends and technologies that are impacting the logistics industry.
31:59
April 1, 2020
The Art of Diversifying Service Revenue Streams
Sarah welcomes Jason Cocco, SVP of Sales at Restaurant Technologies Inc. to discuss the art – and science – of how RTI has successfully diversified its revenue streams.
31:48
March 25, 2020
Humanizing Your Brand
Sarah talks with Rich Malachy, CEO of Malachy Parts and Service, about the importance of humanizing your brand and what that looks like based on Rich’s experience.
34:09
March 18, 2020
Bureau Veritas North America CEO Speaks On IWD
Natalia Shuman, CEO of Bureau Veritas North America, talks with Sarah about her experiences as a female leader, what IWD means to her, and how BV is working sincerely and diligently to foster diversity and inclusion.
36:05
March 11, 2020
Schneider Electric Embraces Agile
From IT to the broader company approach, Amanda Moore, Head of IT - Customer Projects, Support & Field Services at Schneider Electric discusses how to overcome some of the obstacles to not only adopting agile methodology for IT projects but embracing the agile mindset as an entire organization.
40:40
March 4, 2020
The Commercialization of Digital Services
Rajat Kakar, who recently transitioned from Fujitsu to join the IBM team, talks with Sarah about what it takes for companies to commercialize digital service and remain competitive in today's world.
22:22
February 26, 2020
Mastering Engagement to Drive High-Performance Culture
Don Rheem, author of Thrive By Design: The Neuroscience that Drives High-Performance Cultures, TEDx Speaker, and CEO of E3 Solutions, shares some interesting and actionable insight with Sarah on how to use science to gain impactful traction with employee engagement. 
39:23
February 19, 2020
Getting Change Management Right
KONE’s Head of Service Transformation Change Management, Henrietta Haavisto, talks with Sarah about where companies commonly fall down with change management, how change management needs have changes as service has evolved, and provides tips for successful execution of change.
32:54
February 12, 2020
Adapting to the Evolution of Service
Sarah talks with Urban Hofstrom, Director - Accenture Products at Accenture Responsible for the Industry X.0 Service Practice, about how the pace of change in service is only increasing and what companies can do to adapt and succeed.
24:01
February 5, 2020
An Overlooked Aspect of Customer Engagement
Sarah talks with Linda Formichelli, Founder and Creative Director of Hero’s Journey Content for some practical tips on how best to engage with your customers and prospects using content marketing.
25:47
January 29, 2020
Driving Diversity in Field Service
Sarah is joined by Sara Gleave, IT Project Manager at Morris Jenkins to discuss the company’s successful approach to creating greater diversity among its workforce.
28:57
January 21, 2020
Success Criteria for Digital Service Transformation
Hilbrand Rustema, Founder and Managing Director of Noventum Service Management shares with Sarah his observations based on work with hundreds of clients of what it takes to achieve true digital service transformation.
28:55
January 15, 2020
Live From Field Service Europe: Cubic's 3 Pillars of Successful Service Transformation
Sarah shared the main stage at Field Service Europe with Mike Gosling, IT Service Platforms Manager at Cubic Transportation Systems. Mike shared how he helped shape Cubic's service business to overcome today's challenges and deliver exceptional outcomes to their customers. 
17:01
January 8, 2020
Podcast Roundup: Top Ten from 2019
Let's kick off 2020 with a look back at some of the best conversations, advice, and stories from the previous year. Happy New Year!
27:40
January 1, 2020
Happy Holidays from the Future of Field Service!
No Podcast this week, but Sarah's here with some warm Christmas wishes for you and your family. We can't wait to share more stories from the field with you in 2020!
01:45
December 25, 2019
Live From Field Service Europe: Today’s Power and Tomorrow’s Potential for Machine Learning
Last week, Sarah led a fascinating panel at Field Service Europe on the power and potential of machine learning and predictive maintenance. She was joined by Henrietta Haavisto, Rajat Kakar, Norbert Kamberg, and Michael Gosling, who shared their insights, successes, and plans for future development. 
36:45
December 18, 2019
Beyond Customer Satisfaction to Customer Bliss
Sarah chats with Jeanne Bliss, Founder and CEO of Customer Bliss and Author of four CX-related books for some tactical advice on what it takes in today’s competitive landscape to truly set yourself apart with your customers.
24:58
December 11, 2019
How Customer Needs Are Shaping The Technician of The Future
Tables are turned in this replay of an interview Sarah recently participated in for the Preparing Technicians for The Future of Work podcast.
23:22
December 4, 2019
Arrow Tackles Change Management Head On
Mickey Thomas, Vice President of Customer Care and Inside Sales at Arrow Exterminators, shares with Sarah how the company has conquered a major PestPac upgrade by focusing heavily on change management.
25:28
November 27, 2019
The Field Technician of The Future
Rich Smith, Vice President, Product and Services Division at Komatsu America Corp., chats with Sarah about how evolving customer expectations, technology advancements, and talent challenges are contributing to what the technician of the future will look like.
26:32
November 20, 2019
Baker Hughes’ Digital Transformation Journey
Carlos Gomez, Regional Services Director for North America at Digital Solutions, a division of Baker Hughes, joins Sarah to discuss the company’s goals, wins, challenges, and lessons learned on its digital transformation journey.
36:10
November 13, 2019
Embracing Customer-Driven Disruption
Suman Sarkar, international consultant and author of the new book Customer-Driven Disruption, joins Sarah to discuss some of the barriers holding companies back from attaining true customer-centricity.
35:18
November 6, 2019
Managing a Mature Service Organization
David Douglas, VP of Service Management at Scientific Games, talks with Sarah about how to focus on continuous improvement and innovation in a mature service organization.
23:53
October 30, 2019
Preparing for The World of Digital Service
Jon Barr, Head of IT Americas at KONE talks with Sarah about how themes like agility, culture, AI and ML, and collaboration play an important role for any company looking to seize the opportunity of digital services.
30:30
October 23, 2019
Keeping Field Service Human, Personal, and Compassionate
Erica Brister, President and CEO of U.S. Pest Protection, Inc. talks with Sarah about how she took on the family business and made it her own.
34:31
October 16, 2019
LIVE from Boston: The Journeys of Female Field Service Leaders
Live from the IFS / WorkWave User conference, Sarah sits down with Marne Martin, CEO Workwave & President Service Management Global Business Unit at IFS, Erica Brister, President & CEO of U.S. Pest Protection, Danielle Canup, President & COO at Duraclean, and Mary Mahoney, CEO at Pacific Lawn Sprinklers. The group discusses their personal experience and finding their voices as female leaders in service.
45:58
October 9, 2019
What To Do When CX Goes Wrong
Gaven Fahl, Director, Critical Accounts Program at Hewlett Packard Enterprise, chats with Sarah about what customers need when things go awry and how to find skill sets that can successfully navigate complex customer situations.
30:29
October 2, 2019
Creating Alignment Between Field Service & IT
More from Chicago, as Sarah sits down with Charles Hughes, VP of Technical Site Services at Acuative, Tim Spencer, SVP and General Manager of Service Operations for Bunn, and John Barr, Head of IT in Americas for Kone. The panel shares their experiences on where IT and Service Management meet. 
20:35
September 25, 2019
LIVE From Chicago: Creating the Future Workforce
Onstage at The Service Council Field Service Symposium, Sarah is joined by Stephanie Borowski, President & CEO of GPS Educational Partners, Eric Reisner, Vice President & General Manager of Hobart Service, Maria Pallotta, Chief of Staff, Canopy Lawn Care, and Roy Dockery, Vice President of Customer Care, Swisslog Healthcare. The group shares their insight, experiences, and recommendations for finding, recruiting, and retaining service superstars.
26:54
September 18, 2019
From Behemoth to Startup: Lessons Learned in Field Service Excellence
Hector Pascal, formerly with Coca-Cola and now with startup Bevi, chats with Sarah about the similarities and differences in how to achieve field service excellence in a large organization versus a startup.
33:30
September 11, 2019
Service Growth in a Mature Market
Greg Parker, Director of Services at Thermo King, caught up with Sarah at Field Service Amelia Island to share his industry wisdom and give tips for growing in a mature market.
28:03
September 4, 2019
Man Vs. Machine: Will AI Replace Field Technicians?
Paul Joesbury, Commercial Operations Director at Homeserve, chats with Sarah about how he sees the technician role evolving as AI use grows and matures.
39:04
August 28, 2019
Women in Field Service LIVE from Amelia Island
Live from Field Service Amelia Island 2019, Sarah talks with Sarah Wright of ResMed, Maria Pallotta of Canopy Lawn Care, and Dr. Marlene Kolodziej of Northwell Health about creating intentional diversity and what the future of field service holds for women.
33:35
August 21, 2019
Survive or Thrive: Charting Your Path to Field Service Success
Alastair Clifford-Jones, CEO of Leadent Solutions, joins Sarah to talk through his company’s Service Maturity Model and to give tips on how to get your organization where it needs to be to thrive. 
35:15
August 14, 2019
Embracing The Experience Economy
Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).  
35:13
August 7, 2019
Harnessing The Power of Today’s Most Valuable Resource (Data)
 Rudy Goedhart, BI Director at Spencer Technologies, gives some tactical advice for how to make use of your data in a way that will not only improve operational efficiencies but also delight your customers. 
45:36
July 31, 2019
Is NPS Overrated?
Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts.  Click here to read more from Stacy on the Future of Field Service:  https://www.futureoffieldservice.com/2018/12/07/turning-customer-experience-talk-into-action/ 
25:38
July 24, 2019
Bell and Howell’s IoT-Fueled Service Transformation
Larry Blue, CEO of Bell and Howell, chats with Sarah about the company’s evolution to a service-based business and how digital transformation has played an important role. 
38:35
July 17, 2019
Gosiger’s Foundation for Field Service Success
 Roger O’Connor, VP of Product Support at Gosiger, discusses the company’s three-pronged approach to service transformation: modernizing through technology, migrating to outcomes-based service, and developing effective KPIs to measure progress and success. 
36:16
July 10, 2019
Podcast Roundup – Top 10 Tips for Field Service Leaders
For those of you that haven’t caught each episode in full since the Future of Field Service podcast launched, we’ve curated what we feel are the top 10 insights shared by our guests to help you improve your business. We hope you enjoy! Here is a list of guests, and when you'll be able to hear them: Tony Black: 01:11 Roy Dockery: 04:49 Greg Lush: 07:31 Marc Robitzkat: 12:59 Larry Wash: 16:07 Sasha Ilyukhin: 19:58 Maria Pallotta: 25:26 Josh Zolin: 27:36 Robin Butler: 31:19 Shannon Lucas: 35:14
38:09
July 3, 2019
Ericsson’s Shannon Lucas On The Intersection of Innovation & Inspiration
 Shannon Lucas, EVP of Emerging Business at Ericsson, talks with Sarah about why it is necessary for those tasked with innovation and change to determine how to tap into what inspires and recharges them and gives tips on how to do so. To learn more about Catalyst Constellations, and to sign up for an upcoming retreat, visit  http://catalystconstellations.com/ 
32:37
June 26, 2019
4 Rules for Successfully Transforming a Service Operating Model
Robin Butler, Transformation Lead and Interim Director of Enterprise Field Service at BT, shares his hard-earned insight on what it takes to achieve positive outcomes when you’re faced with redesigning or introducing a new operating model.  
37:27
June 19, 2019
Bill Pollock on The State of Field Service
Industry analyst and founder of Strategies for Growth, Bill Pollock, shares his perspective on the state of the service industry and his thoughts on where it’s headed from here. 
32:24
June 12, 2019
Must-Read New Book: Blue Is The New White
Josh Zolin, CEO of Windy City Equipment and Author of new book Blue Is The New White, chats with Sarah about what led him to write a book about the appeal of the trades and how field service organizations can use this message to assist in recruiting efforts. 
42:37
June 5, 2019
3 Tips for Recruiting Women Into Field Service
 Maria Pallotta, Chief of Staff at Canopy Lawn Care, gives her firsthand insight into what it takes to foster more diversity in field service. 
38:07
May 29, 2019
Tetra Pak's 5 Critical Considerations for Outcomes-Based Service Success
Sasha Ilyukhin, VP Industry 4.0 Solutions and Customer Success at Tetra Pak, shares with Sarah and listeners the lessons Tetra Pak has learned on its journey to an outcomes-based service model. Servitization is the future, and this episode gives wise words for those working to embrace a new way of operating. 
46:23
May 22, 2019
KONE America's CEO Larry Wash Shares Innovation Insights
Larry Wash, CEO of KONE Americas, provides an engaging look into what it takes to truly build a culture of innovation. KONE has been recognized by Forbes as one of the top 50 innovative companies in the world, and it’s clear why. 
29:59
May 15, 2019
Maximizing the Value of Augmented Reality in Field Service
Marc Robitzkat, Global Director Marketing Technology at Diversey, chats with Sarah about the company’s mission to leverage technology as a differentiator and discusses the value Augmented Reality holds for field service organizations. 
41:55
May 8, 2019
5 Detrimental Digital Transformation Missteps
 Greg Lush, previously VP of Innovation at EMCOR and master of all things digital transformation, recently launched consultancy Last Mile Worker Solutions. In this episode, Greg joins Sarah to discuss some of the common traps that can outright derail your digital transformation initiatives.   For articles, videos, and much more, please visit us at www.thefutureoffieldservice.com.
38:50
April 30, 2019
BONUS EPISODE: Live From Field Service Palm Springs
Live from Field Service Palm Springs, Sarah hosts a roundtable conversation with David Douglas, VP of Service Management at Scientific Games, Buddy Saucier, VP HVAC Service at Johnson Controls, and Roger O'Connor, VP Product Support at Gosiger to discuss how the conference has changed, and what value that they've seen from this year's events. 
18:25
April 25, 2019
Mastering the Hybrid Labor Model
Charles Hughes, VP of Technical Site Services at Acuative, joins Sarah to share wise words on how to master the hybrid labor model. Charles says that the hybrid labor model is for everyone – no exceptions. He has years of experience leveraging contingent workers and with that experience has some valuable advice and lessons learned to share with you.
29:42
April 24, 2019
The CX Mindset: Journey, Not Destination
Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your CX strategy or make continual improvement on your CX efforts, Annette has a tip for you. 
20:50
April 17, 2019
Is The Field Service Talent Gap Partially Your Fault?
Roy Dockery, VP of Customer Care at Swisslog Healthcare, joins Sarah to give his take on why field service organizations need to take more control over the talent gap. Roy has an interesting perspective that we don’t, in fact, have so much of a talent gap as an experience gap. He shares practical insights for more effective recruiting. 
42:55
April 10, 2019
Otis Elevator’s Service Transformation Strategy
Tony Black, VP of Service Business and Field Operations at Otis Elevator, joins Sarah to discuss the company’s service transformation strategy. Tony has spent more than 30 years at Otis and provides a look into how Otis makes its employees feel valued, equips them with tools to enable success, and works to manage change.
33:47
April 2, 2019