UNSCRIPTED

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.

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.

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.

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.

Gina Chung, Vice President Innovation Americas at DHL, talks with Sarah about the trends and technologies that are impacting the logistics industry.

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.

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.

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.

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.

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.

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. 

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.

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.

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.

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.

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.

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. 

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!

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!

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. 

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.

Tables are turned in this replay of an interview Sarah recently participated in for the Preparing Technicians for The Future of Work podcast.

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.

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.

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.