The Service Transformation Podcast

The Service Transformation Podcast

By Noventum Service ManagementBusiness
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The Service Transformation Podcast episodes

  • Is Customer Experience the Hidden Driver of Growth?

    Join Stephen Hodson, Associate Consultant at Noventum, in a compelling conversation with Hilbrand Rustema, Managing Director at Noventum, as they explore the powerful role of Customer Experience (CX) in driving business success.

    In this insightful discussion, Hilbrand shares his deep expertise on the key factors shaping CX today—highlighting the biggest challenges, the most effective solutions, and emerging trends you need to know.

    Together, they delve into how a strong customer experience strategy can:

    • Drive customer loyalty and revenue growth

    • Reduce operational costs

    • Provide a lasting competitive advantage

    • Enhance employee satisfaction and promote a culture of continuous improvement

    Stephen frames customer experience as the North Star for sustainable, long-term growth—and after this conversation, you might too.

    27 min
  • Key challenges for service businesses migrating to SAP S/4HANA

    Many manufacturing companies currently using SAP ECC as their ERP system are planning or already in the process of migrating to S/4HANA. While this transition presents significant opportunities for the service business, it also introduces challenges that both service and IT organizations must be prepared to address.
    Join Krijn Verdaasdonk from Ideo, experts in SAP service solution implementation, and Annick Perry from Noventum Service Management, specialists in service business consulting, for an insightful webinar.

    26 min
  • Are you prepared for the future of customer experience and digital transformation?

    In this podcast, Sarang Sambare from Syncron, Melanie Abt from Aquant,

    Johannes Parensen from GMS Development, and Annick Perry from Noventum discuss
    how AI is revolutionising the service industry. They explore the biggest
    opportunities for combining digital tools with service to enhance customer
    experiences, highlight potential challenges that could negatively affect the
    customer journey, and share how they are currently helping clients optimise
    their service strategies through digital solutions.


    Join the Service Business Forum for more insights!

    Upcoming 2024 forums:

    • Rethinking the Customer Service Journey with Digital – September 26-27, Düsseldorf
      • Digital as a Growth Catalyst in Service – November 21-22, Frankfurt
        • 24 min
      • How to improve the customer experience with digital

        In this podcast, Syncron,
        Aquant, and GMS Development discussed how AI can help companies elevate their
        service business. They explored where the biggest opportunities lie in
        combining digital and service for the benefit of customers, identified areas that
        might negatively impact the customer journey, and shared how they are currently
        helping clients optimise their customer service journey through digital
        solutions.  

        24 min
      • Boosting service efficiency

        Listen or watch as we explore how aligning your team’s

        capabilities with the top 20% of your workforce can reduce service costs by up
        to 22%.


        • Using a combination of
          • documentation, historical data, and tribal knowledge ensures efficiency and
          productivity when using AI.
          • If every employee had the knowledge
            • and skills to perform at the same level as the top 20% of the workforce,
            service costs could be reduced by up to 22%.


            These are some key conclusions of our latest podcast episode

            with Melanie Abt, VP Sales EMEA for Aquant, and Annick Perry, Partner at
            Noventum Consulting, during which they explored the transformative power of AI
            in Service Management.
            Stay updated with our latest videos on YouTube! Interested in seeing more of
            our content? Make sure to hit the subscribe button to stay in the loop.


            33 min
          • Engaging People in a world of skills shortages

            How skills shortages are affecting manufactuers' service organisations.
            With the demand for skilled professionals soaring, recruiters encounter challenges in locating suitable candidates. Hindering the search include the emergence of new skills, rapid industry changes, increased reliance on technological tools like digitalization, and the departure of older generations from the workforce, leaving a gap that the younger generation is ill-prepared to fulfil due to lack of experience. 
            Additionally, evolving employee expectations such as enhanced work-life balance, the option to work remotely, improved methods for performance evaluation, flexibility, etc, further complicate this issue.
            As manufacturer offering services, skills shortages may be adversely impacting service delivery. So how do you quickly adapt to this challenge? How can you better collaborate with your recruiting department to optimise traditional recruitment practices, and design a more pragmatic approach to ensure the happiness of your talent, and to contribute to a more meaningful career path for your staff?

            21 min
          • Future of service in packaging industry

            During this podcast, Max and Hilbrand discuss how mega trends are affecting the packaging industry and what the impact on European and emerging markets is. Key trends influencing the future of the service business in this sector are also examined, including

            31 min
          • How to digitalize your service business? The importance of Master Data Management and Data Quality

            We concluded from the Drivers for Growth in Service research conducted by leading service organisations that many companies struggle with designing and implementing an integrated digital platform to support services business. Only 15% are using a solution to some extent and just 7% state that they have a full digital IT infrastructure in place.

            In this 3rd podcast episode of the series which focuses on digitalising your service business, René Boverhuis, Senior Solution Architect at Noventum, talks about the importance of data for successfully implementing and using a digital service platform. He also addresses and shares some ideas on how to tackle the challenge’s companies face.

            23 min

          About The Service Transformation Podcast

          From the publisher's feed

          Welcome to the Service Transformation Centre,