UNSCRIPTED

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. 

Larry Wash, CEO of KONE Americas, provides an engaging look into what it takes to truly build a culture of innovation. KONE has been recognized by Forbes as one of the top 50 innovative companies in the world, and it’s clear why. 

Marc Robitzkat, Global Director Marketing Technology at Diversey, chats with Sarah about the company’s mission to leverage technology as a differentiator and discusses the value Augmented Reality holds for field service organizations. 

 Greg Lush, previously VP of Innovation at EMCOR and master of all things digital transformation, recently launched consultancy Last Mile Worker Solutions. In this episode, Greg joins Sarah to discuss some of the common traps that can outright derail your digital transformation initiatives.   For articles, videos, and much more, please visit us at www.thefutureoffieldservice.com .

Live from Field Service Palm Springs, Sarah hosts a roundtable conversation with David Douglas, VP of Service Management at Scientific Games, Buddy Saucier, VP HVAC Service at Johnson Controls, and Roger O'Connor, VP Product Support at Gosiger to discuss how the conference has changed, and what value that they've seen from this year's events. 

Charles Hughes, VP of Technical Site Services at Acuative, joins Sarah to share wise words on how to master the hybrid labor model. Charles says that the hybrid labor model is for everyone – no exceptions. He has years of experience leveraging contingent workers and with that experience has some valuable advice and lessons learned to share with you.

Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your CX strategy or make continual improvement on your CX efforts, Annette has a tip for you.