UNSCRIPTED

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.

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.

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.

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.

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.

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 manageme...

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.

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.

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,...

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...

In honor of the Christmas holiday, Sarah features two very special guests on this week’s podcast – her sons Evan (5) and Ellis (4).

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.

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.

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.

In this week’s mashup, we revisit some of the lessons guests have learned leading in such a tumultuous year as 2020.

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.

Michael Blumberg, President & CEO of Blumberg Advisory Group, joins Sarah to discuss what touchless service will look like in a post-pandemic world.

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.

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.

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.

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.

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.

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.

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 Butle...

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.