Category

Digital Transformation

Category

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 –…

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…

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 –…

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 Field Service Palm Springs 2020 was cancelled, I wondered when we’d ever be at the point of being able to return. It’s an event I look forward to every year and last week, that return happened with Field Service Palm Springs 2021. I can’t explain how happy I was to be back in California, sharing thoughts, ideas, smiles, and, yes, drinks with so many colleagues, co-workers, friends, and new connections. The sentiment of not…

If you’ve been following the work that we’ve done on State of Service here at FoFS, you’d have a fresh view on how the many challenges of the last two years have culminated in our current expectations around service delivery. So I figured let’s dig into the archives and see what we were saying back when this site got started. Sarah brought me into the Future of Field Service family in early 2019, and my…

We are quick to point out here at Future of Field Service that service does not stop and start with appointment booking. Service—true service—extends throughout a company’s lifecycle, and properly operationalizing, automating, cataloging, and tracking service requires a holistic understanding of business elements, from human resources, to parts, to procurement, to fleet management, and everything in between.  To cover their inability to meet these expectations, many service software providers gloss over their lack of capabilities…

Because I’ll never pass up an opportunity to write a truly strange article, and I unironically love Halloween, let’s talk about Ghostbusters. I’m actually surprised that I hadn’t thought of ghostbusters previously when working my way through pop culture references. It is arguably the most field service-oriented film franchise of the last 40 years.  For the uninitiated, the premise is shockingly simple: The Ghostbusters are ghost exterminators.  So let’s consider Ghostbusters in the context of…