Service Council inService™ Podcast Series

Manufacturers are leaning more heavily on digital tools to deliver service experiences, including digital communications channels and remote service capabilities to reduce costs, increase productivity and heighten customer satisfaction. New research from The Service Council profiles the impact of digital transformation progress in manufacturing and particularly among service teams, along with the...

Reverse logistics has been gaining greater attention in the service industry, as organizations look to improve their ethical footprint. Join the inService™ Podcast Live as guest host, Sheila Ahmed, is joined by Tony Sciarrotta, Executive Director of the Reverse Logistics Association (RLA). Tony will discuss the mission of the RLA, trends and challenges the returns industry is experiencing, and how...

Diversity, Equity and Inclusion (DEI) initiatives are gaining traction, as service leaders seek to build a culture of innovation and belonging within their organizations. Tune into the inService™ Podcast Live as host John Carroll is joined by Eric Rogers, Executive Director – Diversity and Inclusion, of Cummins. Eric will discuss Cummins’ approach to DEI, as well as areas of focus for other compan...

The results from the Service Council’s 2023 State of the Market: Digital Transformation & Service Technology survey is signaling a greater focus on cross-functional integration and the need for single pane of glass visibility. As organizations continue to grow their digital transformation (DX) initiatives, the need for establishing a digital thread is becoming critical to a successful DX journ...

Looking to master the rising complexity of machinery? It’s time to leverage service and data intelligence, — especially if you are an organization looking to deliver value to customers in 2023 and beyond. According to the Service Council’s 2022 Voice of the Field Service Engineer survey: > 84% of frontline agents believe the knowledge required to be effective has increased. > 82% believe the...

Digital transformation is often talked about in terms of KPIs and metrics. While these are certainly important to measuring success, service organizations should also view it through the lens of people – customers, employees, and the community at large. Tune into the latest episode of the inService™ Podcast as host John Carroll is joined by Deepika DiGiovine, VP of Digital Applications and Connect...

Service Council™ CEO and inService™ Podcast Live host John Carroll recently stopped by PTC's Speaking of Service podcast studio to discuss state of market execution and adoption, whether predictive programs are meeting expectations, and how a proactive analytics journey can get back on track. Speaking of Service uncovers practical ways to grow service revenue, control costs, and improve customer s...

Organizations across industries face the challenge of driving growth and meeting customer demands with a shrinking pool of talent that is becoming increasingly burned out and unengaged. For service leaders, recruiting and retaining talent must feel like an uphill battle. On this week's episode of the inService Podcast, host John Carroll welcomes David Watson, Managing Director of RL People. Fresh...

As service leaders, we are often laser-focused on efficiency and cost-reduction. However, is it possible to be so focused that we lose sight of the human at the center? Join us for a powerful episode of the inService Podcast Live, where we’ll be joined by two passionate and dedicated service professionals in the medical industry that have found themselves on the receiving end of service after bein...

The field service ecosystem is moving forward in exciting new directions. It is no longer an industry of cost centers filled with outdated processes and technology. As digital transformation takes hold, service leaders are now turning their focus to ESG (Environmental, Social and Governance) principles to measure the sustainability of their organization. Of course, with this comes a new set of cha...

In the Service Council’s 2022 survey, “Service Leader’s Agenda,” 4 out of 10 service executives indicated “Customer Management & Experience Initiatives” as a top focus area for 2022 (the #1 response) with half of respondents citing “Changing Customer Demands” as the top external challenge. Evolving how we support customers is critical both in terms of aligning with the customer’s evolving chan...

While the demand for outcome-based services has been growing in the industry for some time, the need for this model – and with it, asset visibility – reached a critical point in the last two years. Organizations that were still getting by on “business as usual” asset maintenance models were suddenly forced to embrace asset centricity. Tune into the latest episode of the inService ™ Podcast Live as...

In the Service Council’s 2022 survey, “Voice of the Field Service Engineer,” over half of front-line agents indicated that they don’t plan on remaining in field service for the length of their career. If service organizations want to retain talent and win in a competitive labor market, they must reimagine the experience they are providing for their most valuable players – their field service engin...

The pandemic has drastically changed the way organizations think about technology. Companies learned very quickly that, if they wish to survive, they would need to break down workforce silos and embrace digital by moving towards a more connected workforce model. On this episode of the inService™ Podcast Live, host David Nour is joined by Jen Grant, CEO of Appify, to discuss the importance of conne...

Companies everywhere are facing the challenge of achieving market growth and increasing profitability while keeping costs down, customers happy and the work desirable for service employees. This week we look at how best-in-class organization Ricoh has managed to achieve this by leveraging their most valuable asset – their field service technicians. Tune into the inService ™ Podcast Live as host Jo...

The world depends on the service economy to run smoothly.  So, why is service supply chain so often overlooked? Tune in for the latest episode of the inService™ Podcast as host John Carroll is joined by Oliver Lemanksi, CEO of OnProcess Technology, for a discussion on what sets the service supply chain apart and how organizations can unlock its value potential. We will be delving into all thi...

Workforce and labor challenges continue to be a top concern for field service leaders as they struggle with how to keep their team staffed and the work desirable. How can organizations redesign workflows so that they can create positive experiences for field service employees and customers alike?   Don't miss this week's episode of the inService ™ Podcast as host John Carroll is joined by Kar...

In recent years, becoming an agile service organization has emerged as a vital necessity in today’s digital market. But what does agility truly look like and what are the processes organizations need to have in place to make agility achievable? Tune into the latest episode of the inService Podcast as host David Nour is joined by Bulent Cinarkaya from ServiceNow. Bulent will discuss the pillars of...

Service leaders have constantly struggled with getting a premier seat at the executive table, despite the ability of service organizations to drive companywide revenues and profits. However, in recent years companies are finally realizing that cultivating a strong service culture will not only help them achieve a customer-centric approach, but also become a destination for talent.    Joi...

Service revenue growth continues to be at the forefront for service leaders. Finding new and creative ways to enhance their strategies, whether it be expanding their revenues from their existing customers or new ones, is paramount. But what if there was a technology that could help you with both?   Join this episode of the Service Council inService Podcast with host David Nour, as he welcomes...

Supply Chain disruptions have been paramount during the pandemic for the past 2 years. Uncertainty in supply chains doesn't appear to be dissipating any time soon, and it is predicted that the challenges facing both the United States and the globe will continue in 2022. Join host and Service Council CEO John Carroll for an interactive discussion with Alex Ward, Executive Director of Supply Chain S...

According to the most recent Service Council Voice of the Field Technician Survey, 60% of survey respondents (ages 25-44) don’t anticipate remaining in the role over the next decade. That’s a disturbing statistic for service leaders, particularly given other talent shortage trends such as the aging workforce, the Silver Tsunami, and the Great Resignation. So, what’s the answer? We believe creating...

From the great resignation, to the silver tsunami, the talent agenda continues to challenge field service, customer service, and customer experience organizations globally. What if there was a unique business model that could provide leaders with a bit of relief? Join this episode of the inService Podcast with host David Nour, as he welcomes Mynul Khan, founder and CEO of Field Nation. Recognizing...

How's your service team's mental health during this ongoing global pandemic? How's their head and heart, really? If they're not feeling their best, how can they possibly deliver their best for internal or external stakeholders? Join David Nour on this episode of the Service Council inService Podcast series as he welcomes guest Gail Sease, former manager of training and technical information at Hob...

Join David Nour on this episode of the Service Council inService Podcast series with Darren Roos, CEO of IFS - the global leader in Field Service Management, Enterprise Asset Management, and Enterprise Resource Planning. Darren’s career-building global software business spans over 20 years. Shouldering end-to-end responsibility for all products and the well-being and efficiency of 4,000 staff...