Sarah reports in from Amsterdam to share some of the insightful conversations that took place last week at Field Service Europe 2022.

In a session from the Future of Field Service Live Tour in Austin, Sasha Ilyukhin, SVP of Customer Service Operations at Tetra Pak talks with Sarah about why and how the company is putting more emphasis on human centricity in its service operations.

Elizabeth Dixon, who previously led Strategy, Hospitality, and Service Design at Chic-fil-A Corporate and recently authored the book The Power of Customer Experience: Five Elements to Make an Impact, joins Sarah to talk about what exactly it is about those companies who are known for their standout customer service.

Sarah talks with Danielle Waterworth, VP- NA Dealer & Customer Solutions and Global Maintenance & Service Development at CNH Industrial about how the company is segmenting and evolving its service offerings, what advice she has on leasing assets, how to add value to a dealer network, and more.

Sarah talks with Tamika Fields, independent IT Services contract technician, about what she enjoys about being independent, what could make W2 roles more appealing to talent, and how companies can make their relationships with contract workers most effective to ensure positive CX.

In a session from the London Live Tour, Sarah talks with Mike Gosling, IT Service Platforms Manager at Cubic Transportation Systems about the company’s successful transition to outcomes-based service with the help of AI. Mike shares key aspects of the transformation, including the importance of change management, tips for success with AI-based tools, and the role of continuous improvement.

Bob Feiner, Senior VP of Dell Technologies Services, joins Sarah for a discussion around how the company has evolved its services approach and execution to improve the customer experience.

Sarah shares her personal reflections and highlights from last week’s IFS Unleashed customer event in Miami.

Sarah welcomes Alec Anderson, Managing Director of Koolmill Systems, to talk about how his company is disrupting the rice milling industry – not only with its innovating rice milling machine, but with an As-a-Service go-to-market strategy.

Kevin Starr, North American Service Development Manager at ABB, joins Sarah for a conversation around Industrial Automation and how the education of today’s workforce must evolve while maintaining the core principles.