UNSCRIPTED

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.

Suman Sarkar, international consultant and author of the new book Customer-Driven Disruption , joins Sarah to discuss some of the barriers holding companies back from attaining true customer-centricity.

David Douglas, VP of Service Management at Scientific Games, talks with Sarah about how to focus on continuous improvement and innovation in a mature service organization.

Jon Barr, Head of IT Americas at KONE talks with Sarah about how themes like agility, culture, AI and ML, and collaboration play an important role for any company looking to seize the opportunity of digital services.

Erica Brister, President and CEO of U.S. Pest Protection, Inc. talks with Sarah about how she took on the family business and made it her own.

Live from the IFS / WorkWave User conference, Sarah sits down with Marne Martin, CEO Workwave & President Service Management Global Business Unit at IFS, Erica Brister, President & CEO of U.S. Pest Protection, Danielle Canup, President & COO at Duraclean, and Mary Mahoney, CEO at Pacific Lawn Sprinklers. The group discusses their personal experience and finding their voices as female l...

Gaven Fahl, Director, Critical Accounts Program at Hewlett Packard Enterprise, chats with Sarah about what customers need when things go awry and how to find skill sets that can successfully navigate complex customer situations.