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Customer Experience

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To reframe my headline into a more positive statement: I believe 2022 will be the year we master first-time fix. Why? It simply has to be! Those of you who follow my content know that change management is a topic I will rant about. Well, first-time fix is coming in at a close second.  You’ve heard the saying, “In the age of information, ignorance is a choice.” I feel the same about first-time fix. In…

Sarah starts the New Year off with her recap of the highlights of 2021 and a look ahead at the topics she’s excited to dig into in 2022. Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Happy New Year! When this episode airs, it will be the first week of 2022. As you can tell by the bits of North Pole behind me, I’m recording this at the…

Happy New Year, everyone! There’s something so inspiring about fresh starts. While 2021 didn’t bring us as much reprieve as we may have wished from Covid and its ripple effects, I’m entering 2022 cautiously optimistic that we’ll find a next normal this year that will give us at least some respite from the immense stress of the past two years. Whatever the year may bring, I’m thankful to be sharing it with you all –…

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…

When you talk about the future of service, the terms “outcomes,” “Servitization,” and “as-a-Service” are all sure to pop up. In reality, these terms all mean different things but are inextricably linked. Customers are more and more demanding outcomes (versus products and/or services), and “as-a-Service” is a method of delivering those outcomes that can work particularly well for manufacturers looking to Servitize their businesses – aka evolve from being a product provider to trusted advisor. …

Last week I had the pleasure of speaking at the IFS Connect Benelux event in Cuijk in the Netherlands. As a funny aside, if you’ve never been to Cuijk it is a small town about that is a two-hour train ride from Amsterdam. When I arrived at the Cuijk train station, I looked around for a taxi stand and, not seeing any cars, popped into a small café to ask where to hail a taxi.…

Is the customer always right? Obviously not. If a customer comes into a store and says that they are deserving of a 60% discount on their order because they had a hard time finding a parking spot, it’s okay to say ‘no’ to them. I’d argue that any utterance, complaint, or assertion of any kind from a customer be met with a proportional amount of scrutiny. Because people don’t necessarily know what they want. Sometimes…

While there are a few companies still struggling to grasp the concept that Voice of the Customer is the key driver of service innovation, evolution, and growth; the vast majority have accepted there’s no other path to success. This is important because it’s absolutely clear to everyone paying attention that gone are the days of “build it and they will come” or any reasonable chance of success in creating solutions or making technology investments based…

I often tell the story of never planning to build a career in this space – when I began at Field Technologies, I intended it to be a transitional step in my journey. Life unfolded as it does, and for many reasons this world of field service and service industries became my career – and my passion. Part of that is because as I dug in circa 2008, we were at the beginning of a…

Ian Schmehl, Vice President, Sales, Service, and Digital Operations – AT&T Mexico, talks with Sarah about the criticality of call center and field service collaboration, the growing role AI is playing in the call center, and what the future of a “no-call” center will look like.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about the future of the call center.`…