Service Council inService™ Podcast Series

In today’s fast-moving service landscape, leaders are being asked to drive growth, manage transformation, and deliver consistency—all while honoring the unique culture and history of the teams they lead. Many service leaders mind themselves with a dilemma: how can they enact transformation and scale operations without erasing what makes their organization special? Tune into the inService™ Podcast...

As organizations accelerate digital transformation, the success of these initiatives increasingly depends on how well frontline teams adopt and engage with new technologies. However, there's often a critical gap between leadership expectations and the real-world experiences of field workers — a gap that threatens not just user satisfaction, but business outcomes. Tune in on Thursday, May 15th...

Whether you're early in your service career or shaping global strategy, our next episode of the inService™ Podcast will be one you won’t want to miss! We’ll be sitting down with Eduardo Bonefont , the Worldwide VP of Technical Services for BD 's Life Sciences segment, to reflect on his remarkable journey through the service and support industry. From leading complex international operation...

For years, service organizations have measured the success of technology investments based on the return on investment. However, AI has flipped the script and brought into question some of the service leaders’ long-held assumptions. No longer just a standalone investment, AI is becoming ingrained throughout all aspects of service operations. As it moves beyond the limits of previous technology, se...

Service Council research found that 63% of service leaders cite the “inability to predict demand with something other than historical data” as a reason for their service parts challenges. Why are so many organizations still relying on historical demand for spare parts planning, despite the clear advantages of leveraging IoT data, AI, and advanced analytics? Tune into the inService™ Podcast Live as...

Mark your calendars for a very special episode of the inService Podcast, where we dive deep into the experiences, challenges and triumphs of women in service leadership. In this powerful conversation with QuidelOrtho colleagues and service leaders, Linda Tucci and Tammy DeWind, we’ll discuss the impact of leadership styles, the importance of mentorship, and strategies for creating inclusive work c...

Early data from the 2025 Service Leader’s Agenda survey signals a revealing trend: the service leader's approach to AI is shifting. Once focused purely on operational efficiency and cost reduction, service leaders now embrace AI as a driver of business innovation and growth. The growing adoption of AI in service ecosystems underscores this shift, with AI being integrated into the fabric of ser...

Preventative maintenance agreements play a critical role in business growth. Not only do they secure contracts, but they also boost revenue and customer experience. It’s no surprise that many service leaders are turning to Artificial Intelligence (AI) to unlock new ways to deliver lasting value. The 2025 State of Artificial Intelligence and Service Technology revealed that over a third of service...

Few industries have transformed as rapidly as service and support. Digital advancements have reshaped manufacturing and field service, significantly intensifying both asset complexity and service delivery expectations over the past decade. This tidal shift means both service leaders and frontline agents are feeling the pressure to deliver more for the customer today while also achieving long-term...

The challenges created by the labor shortage continue to be felt in field service organizations across all industries. The latest research from The Voice of the Field Service Engineer shows this trend is not slowing down, with half of the engineers who expect to make a career move planning to do so within the next 3 years. While service leaders continue to grapple with these challenges, the frontl...

As AI continues to redefine how we deliver service, the opportunities to provide smarter, faster, and more cost-effective solutions are mind blowing. But with these advancements come complex challenges: how do we make the case for AI investment, scale existing platforms without disruption, and foster alignment between IT and service teams, all while ensuring our teams remain engaged and energized?...

For service leaders, 2025 brings a lot of promise, as well as trepidation. How can they prepare for all the new year may hold while maintaining their competitive edge? Kick off the New Year by joining Service Council CEO, John Carroll, and VP of Research and Advisory, Gerardo Pelayo for this special edition of the inService Podcast. Drawing on research data, as well as discussions with Service Cou...

As service leaders head into 2025, many have a similar question on their mind: What will the new year hold for customer expectations? The research shows that challenges around customer experience (CX) continue to grow for service leaders. According to the 2024 Service Leader’s Agenda, 41% of respondents said that changing customer expectations would have the most significant impact on their organi...

Sustainability is becoming an indispensable part of corporate strategy for many companies. In 2022, 96% of the companies in the S&P 500 Index published sustainability reports, while this figure in 2011 was merely under 20% according to the Governance & Accountability Institute. Has this represented a transformational shift in the definition of strategic priorities, the allocation of resour...

AI continues to be a top investment for service organizations across all verticals. As the expectations and applications of this game-changing technology continue to expand, some organizations seem to be at risk of pursuing the “advanced” while losing sight of the “relevant”. To succeed along this journey, organizations would do well by learning from the incremental value perceived by those whom A...

What is my purpose? This is a question we’ve all likely asked. Leaders in service and support are uniquely positioned to make an impact in the lives of both their employees and customers. However, it is easy to get caught up in the day-to-day grind and lose sight of the bigger picture ̶ the people. How can service leaders ensure they are harnessing the full potential of service leadership to trans...

According to Service Council research, service leaders have their sights set on service innovation to redefine value delivery through primarily predictive and proactive approaches that aim to meet customer demands, combat the consequences of talent and workforce shortages and increase operational efficiency. However, as service leaders plot their course to shift left, they’re hitting a common obst...

All areas of the service business are dealing with higher expectations in an increasingly complex global landscape, with the service supply chain being no exception. This is motivating a larger number of organizations to aim for a more predictive and proactive service delivery model that better manages uncertainty and empowers the growth mindset that service leaders are pushing for (#1 trend in Se...

AI may be the buzziest buzzword in field service right now. However, we are still seeing organizations struggling to leverage it in impactful and actionable ways. According to the 2024 Voice of the Field Service Engineer’s survey, the frontline is eager and ready to embrace AI, and the 2024 Service Leader’s Agenda survey shows that AI is the #1 technology investment priority for executives. So whe...

According to the 2024 Service Supply Chain: Service Parts Management survey, poor visibility continues to be the most frequently reported challenge by supply chain leaders, including a year over year increase from 43% to 49%. The industry is currently in a golden age of technological innovation thanks to the rise of artificial intelligence (AI), analytics tools and business intelligence (BI), so w...

Technological transformation within field service has exploded in recent years. What was a paper-based industry only a decade ago now finds itself at the forefront of innovation. As organizations eagerly trial new solutions and tech stacks grow more complex, many service leaders are seeing episodic challenges emerge among their most important assets – their field service teams. According to the 20...

In the fast-paced service world, “You don’t know what you don’t know” has never been more accurate. With rapid technological changes and constant new challenges, selecting the right AI tools for your organization can feel overwhelming. As the pressure mounts to see quick returns on AI investments, how can service leaders choose strategic capabilities that adapt to future unknowns? Join us on the i...

In a business context which is so broadly and rapidly transforming, including the expectations of customers and service providers alike, the available data, or the emerging technologies, effectively managing change is unquestionably critical. Yet, the fact that over 80% of initiatives keep falling short of expectations denotes a systematic flaw in how change is being managed. Join the inService™ P...

Artificial Intelligence (AI) continues to rise in priority among service organizations. The 2024 Service Leader’s Agenda survey revealed that it would be the most invested-in technology this year, with 62% of service leaders indicating investment plans. This is also a massive 32% leap from last year, surpassing investment in Business Intelligence (BI) and Field Service Management (FSM) technology....

The talent shortage continues to beleaguer service leaders. According to the 2024 Service Leader’s Agenda survey, 64% say this is having the biggest impact on their business. Organizations are being forced to think outside the box when it comes to recruitment and retention strategies, while qualified workers are fielding multiple job offers. How do service leaders set themselves apart from competi...