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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.

More from Chicago, as Sarah sits down with Charles Hughes, VP of Technical Site Services at Acuative, Tim Spencer, SVP and General Manager of Service Operations for Bunn, and John Barr, Head of IT in Americas for Kone. The panel shares their experiences on where IT and Service Management meet. 

Onstage at The Service Council Field Service Symposium, Sarah is joined by Stephanie Borowski, President & CEO of GPS Educational Partners, Eric Reisner, Vice President & General Manager of Hobart Service, Maria Pallotta, Chief of Staff, Canopy Lawn Care, and Roy Dockery, Vice President of Customer Care, Swisslog Healthcare. The group shares their insight, experiences, and recommendations...

Hector Pascal, formerly with Coca-Cola and now with startup Bevi, chats with Sarah about the similarities and differences in how to achieve field service excellence in a large organization versus a startup.

Greg Parker, Director of Services at Thermo King, caught up with Sarah at Field Service Amelia Island to share his industry wisdom and give tips for growing in a mature market.

Paul Joesbury, Commercial Operations Director at Homeserve, chats with Sarah about how he sees the technician role evolving as AI use grows and matures.

Live from Field Service Amelia Island 2019, Sarah talks with Sarah Wright of ResMed, Maria Pallotta of Canopy Lawn Care, and Dr. Marlene Kolodziej of Northwell Health about creating intentional diversity and what the future of field service holds for women.

Alastair Clifford-Jones, CEO of Leadent Solutions, joins Sarah to talk through his company’s Service Maturity Model and to give tips on how to get your organization where it needs to be to thrive. 

Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).  

 Rudy Goedhart, BI Director at Spencer Technologies, gives some tactical advice for how to make use of your data in a way that will not only improve operational efficiencies but also delight your customers. 

Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts.  Click here to read more from Stacy on the Future of Field Service:   https://www.futureoffieldservice.com/2018/12/07/turning-customer-experience-talk-into-action/  

Larry Blue, CEO of Bell and Howell, chats with Sarah about the company’s evolution to a service-based business and how digital transformation has played an important role. 

 Roger O’Connor, VP of Product Support at Gosiger, discusses the company’s three-pronged approach to service transformation: modernizing through technology, migrating to outcomes-based service, and developing effective KPIs to measure progress and success. 

For those of you that haven’t caught each episode in full since the Future of Field Service podcast launched, we’ve curated what we feel are the top 10 insights shared by our guests to help you improve your business. We hope you enjoy! Here is a list of guests, and when you'll be able to hear them: Tony Black: 01:11 Roy Dockery: 04:49 Greg Lush: 07:31 Marc Robitzkat: 12:59 Larry Wash: 16:07 Sasha...

 Shannon Lucas, EVP of Emerging Business at Ericsson, talks with Sarah about why it is necessary for those tasked with innovation and change to determine how to tap into what inspires and recharges them and gives tips on how to do so. To learn more about Catalyst Constellations, and to sign up for an upcoming retreat, visit   http://catalystconstellations.com/  

Robin Butler, Transformation Lead and Interim Director of Enterprise Field Service at BT, shares his hard-earned insight on what it takes to achieve positive outcomes when you’re faced with redesigning or introducing a new operating model.  

Industry analyst and founder of Strategies for Growth, Bill Pollock, shares his perspective on the state of the service industry and his thoughts on where it’s headed from here. 

Josh Zolin, CEO of Windy City Equipment and Author of new book Blue Is The New White, chats with Sarah about what led him to write a book about the appeal of the trades and how field service organizations can use this message to assist in recruiting efforts. 

 Maria Pallotta, Chief of Staff at Canopy Lawn Care, gives her firsthand insight into what it takes to foster more diversity in field service. 

Sasha Ilyukhin, VP Industry 4.0 Solutions and Customer Success at Tetra Pak, shares with Sarah and listeners the lessons Tetra Pak has learned on its journey to an outcomes-based service model. Servitization is the future, and this episode gives wise words for those working to embrace a new way of operating.