Let's kick off 2020 with a look back at some of the best conversations, advice, and stories from the previous year. Happy New Year!

No Podcast this week, but Sarah's here with some warm Christmas wishes for you and your family. We can't wait to share more stories from the field with you in 2020!

Last week, Sarah led a fascinating panel at Field Service Europe on the power and potential of machine learning and predictive maintenance. She was joined by Henrietta Haavisto, Rajat Kakar, Norbert Kamberg, and Michael Gosling, who shared their insights, successes, and plans for future development. 

Sarah chats with Jeanne Bliss, Founder and CEO of Customer Bliss and Author of four CX-related books for some tactical advice on what it takes in today’s competitive landscape to truly set yourself apart with your customers.

Tables are turned in this replay of an interview Sarah recently participated in for the Preparing Technicians for The Future of Work podcast.

Mickey Thomas, Vice President of Customer Care and Inside Sales at Arrow Exterminators, shares with Sarah how the company has conquered a major PestPac upgrade by focusing heavily on change management.

Rich Smith, Vice President, Product and Services Division at Komatsu America Corp., chats with Sarah about how evolving customer expectations, technology advancements, and talent challenges are contributing to what the technician of the future will look like.

Carlos Gomez, Regional Services Director for North America at Digital Solutions, a division of Baker Hughes, joins Sarah to discuss the company’s goals, wins, challenges, and lessons learned on its digital transformation journey.

Suman Sarkar, international consultant and author of the new book Customer-Driven Disruption, joins Sarah to discuss some of the barriers holding companies back from attaining true customer-centricity.

David Douglas, VP of Service Management at Scientific Games, talks with Sarah about how to focus on continuous improvement and innovation in a mature service organization.