Looking to master the rising complexity of machinery? It’s time to leverage service and data intelligence, — especially if you are an organization looking to deliver value to customers in 2023 and beyond. According to the Service Council’s 2022 Voice of the Field Service Engineer survey:

Digital transformation is often talked about in terms of KPIs and metrics. While these are certainly important to measuring success, service organizations should also view it through the lens of people – customers, employees, and the community at large.

Tune into the latest episode of the inService™ Podcast as host John Carroll is joined by Deepika DiGiovine, VP of Digital Applications and Connected Factory at Dover Corporation. Deepika will discuss Dover’s current initiatives around digitizing the customer and employee experience to drive deeper visibility, enablement, and satisfaction. She will also discuss two non-profit organizations that are near and dear to her heart – Girls Who Code and Safer Foundation – and how she and Dover are working to positively impact the community at large.

Deepika is a technology, operations and strategy executive with over 20 years of global experience with General Electric (GE), McKinsey & Co, Infosys Technologies, Uptake Technologies, and Corning Inc. She is currently the VP of Digital Applications and Connected Factory at Dover Corporation, where she is responsible for driving the Digitization of Customer Experience B2B Commercial Applications, Service Digitization and building Manufacturing 4.0 capability. Deepika was recognized in top 100 CIO’s in the Middle East. She also serves on the board of Safer Foundation, is a Forte fellow and an advocate for working mothers in technology leadership.

Service Council™ CEO and inService™ Podcast Live host John Carroll recently stopped by PTC's Speaking of Service podcast studio to discuss state of market execution and adoption, whether predictive programs are meeting expectations, and how a proactive analytics journey can get back on track.

Speaking of Service uncovers practical ways to grow service revenue, control costs, and improve customer satisfaction. If you're looking to innovate, gain a competitive edge, or just learn about the latest service trends, visit: https://www.ptc.com/speakingofservice 

Organizations across industries face the challenge of driving growth and meeting customer demands with a shrinking pool of talent that is becoming increasingly burned out and unengaged. For service leaders, recruiting and retaining talent must feel like an uphill battle.

As service leaders, we are often laser-focused on efficiency and cost-reduction. However, is it possible to be so focused that we lose sight of the human at the center? Join us for a powerful episode of the inService Podcast Live, where we’ll be joined by two passionate and dedicated service professionals in the medical industry that have found themselves on the receiving end of service after being diagnosed with cancer.

The field service ecosystem is moving forward in exciting new directions. It is no longer an industry of cost centers filled with outdated processes and technology. As digital transformation takes hold, service leaders are now turning their focus to ESG (Environmental, Social and Governance) principles to measure the sustainability of their organization. Of course, with this comes a new set of challenges.

In the Service Council’s 2022 survey, “Service Leader’s Agenda,” 4 out of 10 service executives indicated “Customer Management & Experience Initiatives” as a top focus area for 2022 (the #1 response) with half of respondents citing “Changing Customer Demands” as the top external challenge. Evolving how we support customers is critical both in terms of aligning with the customer’s evolving channel preferences and increasing demands. It is also critical in terms of making a greater contribution to overall company profitability.

While the demand for outcome-based services has been growing in the industry for some time, the need for this model – and with it, asset visibility – reached a critical point in the last two years. Organizations that were still getting by on “business as usual” asset maintenance models were suddenly forced to embrace asset centricity.

In the Service Council’s 2022 survey, “Voice of the Field Service Engineer,” over half of front-line agents indicated that they don’t plan on remaining in field service for the length of their career. If service organizations want to retain talent and win in a competitive labor market, they must reimagine the experience they are providing for their most valuable players – their field service engineers.

The pandemic has drastically changed the way organizations think about technology. Companies learned very quickly that, if they wish to survive, they would need to break down workforce silos and embrace digital by moving towards a more connected workforce model.