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December 2021

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Sarah welcomes special guest Enrique Ochoa Reza, an energy specialist, Ph.D. in Political Science and Master’s degrees from Columbia University, Lawyer from UNAM and Economist from ITAM, professor and author who was a Federal Congressman in the Mexican Congress and before that, the CEO of the Federal Electricity Commission (CFE), Mexico’s state-owned, nationwide, power and natural gas company. He recently joined IFS to lead the company’s Energy and Utilities Business Unit and patiently enlightens Sarah…

Some of you regular readers may not know about another role I have and love, which is running a customer community group for service at IFS. Over the course of 2021, the group has met twice a month for an hour to share insights, discuss challenges, and provide feedback. The power of community is an amazing thing, and it’s been an honor for me to get to know these folks better and to see them…

Sarah talks with Andrea Pelizzaro, Connected Services Manager, BU Decanters at Alfa Laval about the company’s multi-faceted approach to digital transformation. From the role of digital tools internally to optimize the customer experience to how to leverage digital to build next-generation services to meet customer needs, Andrea discusses the evolution, lessons learned, and what comes next. Sarah Nicastro: Hello, everyone. Happy to be here with you today and excited to have Andrea with me. So…

Over the past couple of months, I’ve had a few different conversations with folks who have surfaced the question of whether or not the term “Digital Transformation” is (still) serving us. One point made is that it is a very unclear phrase – what does the transform in Digital Transformation really mean, they wonder? What constitutes ample transformation?  The other point I’ve had posed to me is that perhaps most organizations have digitally transformed –…

A few weeks back, I ran a quick retrospective on my first Future of Field Service article, then followed that up with a slightly less old article. Today I was to talk about an article from mid-2019 on the idea of a chief service officer for your business. You can read the original piece here. That article discussed in detail the servitization mindset impacting businesses at the time. As I outlined it in the original…

Sarah welcomes Dr. Adam Bandelli, author of the book What Every Leader Needs: The Ten Universal and Indisputable Competencies of Leadership Effectiveness, to discuss how the unprecedented circumstances of the last two years have changed what leaders need to do to be effective. Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we are going to be talking about the things every leader needs in a time of…

Here’s what I know about change management: It’s critically important Lacking and/or shoddy efforts are the #1 reason given when change initiatives fail People commonly acknowledge these first two points, yet STILL don’t put the time, energy, or investment into getting it right It doesn’t have to be so hard; you just have to truly understand its importance and prioritize change management as a part of your strategy If you listen to the podcast, you…

We prattle on and on about the power of service optimization here, the invisible “service bucks” saved from mitigating truck rolls and streamlining technician performance. And these are all valuable things, certainly, but more and more businesses, to justify upgrades of their service systems and the development of new tools, are seeking to understand the total cost of service operations for their business.  Putting numbers behind these functions is not new, but it has required…

Karin Hamel, Vice President of Services for US Digital Buildings at Schneider Electric, joins Sarah to share five areas she’s focused on when it comes to creating the frontline workforce of the future. Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today we are going to be talking about five areas of focus when you are thinking about creating the frontline workforce of the future. I’m excited to…

The market, technological, and environmental factors that create disruption to drive innovation are quite intense in today’s landscape. This puts pressure on business leaders to evolve and transform at a pace that allows them to remain relevant, keep competitive, and create differentiation. This pressure is not simply perceived – it is real, no doubt. But how that pressure causes leaders and companies to respond is quite interesting, and I think begs an exploration of the…