Service Council inService™ Podcast Series

Every service leader knows modernization is important—but when budgets are tight, priorities are competing, and new technologies seem to emerge every week, how do you know what deserves your attention first? More importantly, how do you distinguish between investments that simply solve today's problems and those that create long-term business value? Join us as we welcome Pyxtech CEO and Founde...

For decades, service leaders were measured primarily on operational execution, such as managing technicians, controlling costs, and getting customers back up and running. Today, that mandate is fundamentally changing. As the scope of service becomes increasingly tied to revenue growth, customer retention, workforce strategy, and business profitability, service leaders are finding themselves respon...

Traditional training models are struggling to keep pace with modern service demands. Service environments are growing more complex, and asset sophistication continues to rise, while organizations are facing mounting pressure to prepare technicians faster without sacrificing quality, safety, or customer experience. At the same time, experienced workers are retiring, workforce expectations are evolv...

What happens when critical service expertise exists only in the minds of a few veteran technicians? As experienced workers retire and service complexity increases, organizations are struggling to scale expertise across the workforce fast enough to meet rising service demands. Join us for the next inService Podcast Live as Service Council research and real-world examples reveal how video intelligen...

What does it take to become the benchmark in service? Join us on Thursday, May 7th at 10am EST, as we welcome Emrah Ercan, VP of Service – North America at Hitachi Energy. He’ll share his firsthand experience transforming a traditionally reactive service organization into a proactive, digitally enabled lifecycle partner. Drawing on lessons from the field, he unpacks the critical elements behind th...

What happens when executive leadership steps out of the office and into the field? Gaining firsthand insight into the day-to-day realities of field technicians is essential to ensuring that strategy, technology, and execution are aligned where it matters most. Patrycja Sobera, SVP and GM, Digital Workplace Solutions at Unisys, shares first-hand insights from her own ride-along experience with a fi...

Service Council’s research has found that the drivers behind AI adoption are much more complex than many service organizations expect. While it’s common to point to generational differences as the reason for how people engage with new technology, the reality is far more nuanced. Join us on Thursday, April 16th at 12pm EST, as we break down what really drives AI adoption. We’ll hear from Adi Frenke...

During the response to a service event and the process of quickly getting assets back up and running, a trove of information above and beyond the failure, data is visible but has historically been largely underutilized. In the face of greater complexity paired with higher expectations, service organizations have the impending need to transform data from the planning process, parts’ movements and c...

One hundred episodes. One hundred powerful conversations. One incredible community. Join us for an extra special episode of the inService™ Podcast, celebrating 100 episodes! Launched in 2020 during the pandemic, what started as a way to make sense of uncertainty quickly became a trusted space for honest dialogue, fresh thinking, and meaningful connection across the service ecosystem. In this speci...

As service organizations accelerate their investments in AI, many leaders are grappling with a critical question: to innovate and challenge the way in which processes are executed, or to settle for incremental gains without disrupting how people engage throughout a service experience. Voice AI sits at the center of that tension. It brings about a new way of interacting with data and technology, an...

As service organizations approach 2026, leaders must balance stabilizing operations with driving growth. Efficiency and cost control are key but not enough; operational choices need to align with commercial results. Service leaders should focus on investments that improve resilience and long-term revenue. Join us and Josh Weiss , CEO of https://www.syncron.com/ , to discuss how economic uncertaint...

According to Service Council’s Voice of the Field Service Engineer survey, 60% of frontline workers report that the products they service have grown significantly more complex over the past five years. As assets grow more complex, so does the support required to install, maintain and repair them. While traditional text-based AI excels at addressing common and routine issues, support teams often fa...

AI is challenging the traditional constraints and expectations of service operations, changing how organizations deliver value, measure success, and supplement human judgment with intelligent automation. As AI agents become increasingly able to handle anything from routine tasks to complex processes, leaders face new challenges that transcend the technical capabilities: How to ensure quality exper...

What will define AI success in 2026? As organizations move from early experiments to enterprise-wide deployments, 2026 will separate the pilots that stall from the initiatives that truly scale and create sufficient value. On our next episode of the inService Podcast Live, we take a look at the top predictions that will define the next year of AI adoption, and practical strategies to help organizat...

For service leaders, understanding the perspectives of frontline teams is critical to improving all areas of the business. But knowing what questions to ask and how to act on that feedback can be challenging, especially across complex, global organizations. Harold Heald, Associate Vice President, AFO Service Contact Centers for Agilent Technologies joins us on the next episode of the inService™ Po...

Service leaders talk a lot about outcomes, but few see the numbers behind them quite like the Chief Financial Officer. Finance and accounting may be the language of business, but the real value comes from translating that knowledge into tangible actions that help the business succeed. Tune into the inService™ Podcast Live, Brian Christiansen, President of StationServ, shares what 20 years as a CFO...

What can service leaders in EMEA and the Americas learn from each other about innovation, scaling, and staying ahead of customer expectations? Join us as we sit down with Jürgen Plessing, Executive Board Member of the Association for Services Management International (AFSMI). We’ll discuss the evolving landscape of service management across regions. From operational priorities to the challenges an...

How can service leaders build organizations where humanity is not just a value but a daily practice? In this special episode, Service Council Founder and CEO, John Carroll, and seasoned service leader, Bob Feiner, unpack the roadmap laid out in their new book, Service is Humanity. John and Bob will explore the principles that define a “humanity mindset” in service and share real-world examples of...

For service leaders, warranty and service contracts processes have long been a source of hidden cost, customer frustration, and frontline burnout. As equipment and the associated service offerings become more complex and customer expectations rise, the old way of stacking business rules simply can’t keep up. That’s why the shift to AI-driven warranty intelligence isn’t just about upgrading technol...

For service leaders, achieving interpreted visibility and widespread trust in supply chain data is more critical than ever. And yet, Service Council research shows that less than 20% of executives rank supply chain metrics among their top 3 KPIs for controlling the overall health of the service business or to drive strategic decision-making, even though these metrics strongly influence revenue gro...

In a business environment where customer expectations evolve faster than ever, organizations are being challenged to move beyond basic service delivery to create holistic, emotionally resonant experiences. Join us on Thursday, August 21st, as we welcome Antonia Hock, President & Founder of The AHA Group, to explore the powerful convergence of service, experience, and hospitality—and why unders...

In today’s service landscape, predictive intelligence is no longer a futuristic vision — it’s a critical differentiator. Yet many organizations are held back by inconsistent data quality, unclear outcomes, and a widespread lack of trust in their own systems. This leads to a dilemma that many service leaders are grappling with: should they wait for perfect data, or should they start building moment...

Every service interaction is made up of countless micro-moments: brief, high-impact tasks that either move the job forward or slow it down, ultimately coming together to form an experience. Whether it’s simplifying documentation, streamlining parts ordering, delivering relevant insights or surfacing revenue opportunities, these micro-moments are critical to frontline success. For service leaders,...

For service leaders chasing efficiency, profitability, and better customer outcomes, there’s one lever that’s often overlooked: service parts. Despite its central role in uptime, technician productivity, and customer satisfaction, parts strategy is rarely treated as a strategic priority. But amongst top performers, that’s changing—and fast. Tune in as we’re joined by Cole Sutter , VP of Global Cus...

Field teams don’t know what to do with all that data—and it’s costing productivity. According to Service Council research, field service engineers are 7x more likely to say they have “too much” versus “not enough” data, highlighting the need to equip teams with the skills and tools to turn data into action and drive long-term efficiency. For service leaders who are intentional about simplifying th...