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.

Sarah welcomes back to the podcast Roel Rentmeesters, Director of Global Customer Service at Munters, to discuss the company’s evaluation and addition of smart glasses to its merged-reality solution.

Tyler Verri, Customer Service Manager - Training and Installation Strategy at Sub-Zero Group, Inc., talks with Sarah about the crucial role training plays in ensuring a positive customer experience – particularly as Sub-Zero relies on third-party providers for service.

Tim Baines, Professor of Operations Strategy & Executive Director of the Advanced Services Group at Aston Business School, joins Sarah for an engaging deep dive into the forces driving businesses on the journey to Servitization and outcomes-based service and the framework his group has created to help guide organizations through that journey.

IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.

Mita Mallick, Head of Diversity and Inclusion and Cross-Cultural Marketing at Unilever, has an important discussion with Sarah about how to tackle courageous conversations on race, how to be an ally in both professional and personal settings, and how to foster greater diversity and inclusion.

Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.