Klaus Glatz, Chief Digital Officer at ANDRITZ, talks with Sarah about customer needs driving digital transformation and service evolution as well as shares his biggest digital transformation lessons learned.

Reeve Bunn, President, DSL; Mark Rentschler, Director of Customer Support, Makino; and Rudy Goedhart, Sr. Director of Business Intelligence, Spencer Technologies talk with Sarah about how COVID-19 has changed their customers’ needs and expectations and in what ways their businesses have adapted.

Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well as the “secret sauce” of her leadership style.

Sarah shares a panel discussion from the Service Council Virtual Symposium with Linda Tucci of Ortho Clinical Diagnostics, Dr. Marlene Kolodziej of RICOH USA, Sophia Williams of NCR, Sonya Lacore of Southwest Airlines, and Cindy Etherington of Dell about how they are leading through this time of immense change.

Katie Hunt, Service Operations Leader at APi Group, shares with Sarah insights gleaned and lessons learned during the company’s recent field service software upgrade.

Sarah shares a recent keynote she delivered for Aston Business School’s World Servitization Convention, which includes her presentation of three key themes she feels have surfaced as a result of COVID and will impact the future of service across industries as well as a discussion with Larry Blue, CEO of Bell and Howell; Kevin Starr, Global Program Manager, Advanced Services at ABB; and Robin Butler, Group Field Service Director at WaterLogic about how these themes have presented in their companies and what they feel the future holds.

Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.

Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.

Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.

Jamie Beck, VP of Field Operations at Peloton, joins Sarah to discuss the company’s perception of service as a strategic differentiator and how field operations is being used to deliver a first-class customer experience.