Your May INSIDER!
Future of Field Service
Creating conversations, not clickbait, for business leaders across industries and geographies.
Welcome to the May INSIDER, where we bring you the latest insights and updates in Service. This month, we are thrilled to announce the speaker sessions for the upcoming Future of Field Service Live event in Cologne. Additionally, we delve into ABB's innovative use of AR and AI, explore mental health's critical role in service, and share highlights from the Field Service Palm Springs 2024 event. Don't miss our UNSCRIPTED podcast episodes and expert articles aimed at enhancing your service excellence and digital transformation efforts. Join us for actionable insights and authentic discussions!
Future of Field Service Live 2024
Cologne:
We are excited to announce the speaker session titles for our Cologne event in June!
Sign up for our Cologne Event here.
Explore this month's UNSCRIPTED podcast episodes
Make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.
Name: Stephen Goulbourne
Job Title: Global Program Director – Global Service
Company: METTLER TOLEDO
领英推荐
1 - What trend or challenge is top of mind for you at the moment?
Digitalization of global service support, with a specific focus on AI
2. How do you nurture creativity and innovation for yourself or for your team?
3. What source of either information or inspiration has helped you/helps you most in your role? (can be a book, podcast, article, quote, website, community, mentor, famous person, etc.)
Books, amongst many:?Winning Now, Winning Later by Dave M. Cote,? Measure What Matters, John Doerr, Leadership Is Language, L. David Marquet. Podcasts, some specifically on Service such as The Future of Field Service and others on Leadership such as: How Leaders Lead - David Novak. Quote: 'The only thing we know about the future is that it will be different'?- Peter Drucker
Explore this month's articles
Read more of our articles here
We have so many siloes in our business that it makes it hard to make progress in advancing service. Any advice??
Siloes within the business not only hinder the ability to advance service offerings, but also negatively impact customer experience and are the biggest contributor to failed digital transformation. There are different approaches to eliminating siloes – we featured Brinks on the podcast talking about how they’ve tackled this, and another approach is to create a central structure that collaborates cross-functionally and then communicates strategy outward.??
But one of the most impactful conversations I’ve had around this topic was not long ago with Bob Feiner of DELL, discussing how the company has recently restructured in service to help eliminate siloes that were causing negative CX. Bob used an analogy I loved, which is to “think rings, not trophies” – relating to sports wins where a team is rewarded as a group with rings, versus an individual with a trophy. This mindset shift is what’s most important and he had some great advice so give it a listen.??
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