UNSCRIPTED

Alastair Clifford-Jones, CEO of Leadent Solutions, joins Sarah to talk through his company’s Service Maturity Model and to give tips on how to get your organization where it needs to be to thrive. 

Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).  

 Rudy Goedhart, BI Director at Spencer Technologies, gives some tactical advice for how to make use of your data in a way that will not only improve operational efficiencies but also delight your customers. 

Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. 

Click here to read more from Stacy on the Future of Field Service:  https://www.futureoffieldservice.com/2018/12/07/turning-customer-experience-talk-into-action/ 

Larry Blue, CEO of Bell and Howell, chats with Sarah about the company’s evolution to a service-based business and how digital transformation has played an important role. 

 Roger O’Connor, VP of Product Support at Gosiger, discusses the company’s three-pronged approach to service transformation: modernizing through technology, migrating to outcomes-based service, and developing effective KPIs to measure progress and success. 

For those of you that haven’t caught each episode in full since the Future of Field Service podcast launched, we’ve curated what we feel are the top 10 insights shared by our guests to help you improve your business. We hope you enjoy! Here is a list of guests, and when you'll be able to hear them:

Tony Black: 01:11

Roy Dockery: 04:49

Greg Lush: 07:31

Marc Robitzkat: 12:59

Larry Wash: 16:07

Sasha Ilyukhin: 19:58

Maria Pallotta: 25:26

Josh Zolin: 27:36

Robin Butler: 31:19

Shannon Lucas: 35:14

 Shannon Lucas, EVP of Emerging Business at Ericsson, talks with Sarah about why it is necessary for those tasked with innovation and change to determine how to tap into what inspires and recharges them and gives tips on how to do so.

To learn more about Catalyst Constellations, and to sign up for an upcoming retreat, visit  http://catalystconstellations.com/ 

Robin Butler, Transformation Lead and Interim Director of Enterprise Field Service at BT, shares his hard-earned insight on what it takes to achieve positive outcomes when you’re faced with redesigning or introducing a new operating model.  

Industry analyst and founder of Strategies for Growth, Bill Pollock, shares his perspective on the state of the service industry and his thoughts on where it’s headed from here.