UNSCRIPTED

Sarah shares insight from the awards ceremony for the inaugural Hot Topics’ Top 100 Service Visionaries which took place last week at the iconic Abbey Road Studios in London.

In this session from the Future of Field Service Live Tour stop in Paris, Sarah talks with Ravichandra Kshirsagar, VP Digital Buildings & Global Commercial, Schneider Electric who explains why and how Schneider prioritizes discussions about the future and shares what the company has done to reimagine what the role of the field technician will look like in 2025, 2030, and beyond.

Sarah welcomes Franklin Maxson, VP Field Services, North America at Socomec for an important conversation on safety. Franklin touches on what works well in terms of policy and leadership but also why a top-down safety approach will never be enough.

Sarah talks with Dr. John Chrisentary, former Director of Global Technical Services and Technical Fellow at Medtronic, about the difference between transactional and transformational leadership, why transformational leadership is so important in today’s service landscape, and how advanced technologies like AI present distinct challenges – and opportunities – for transformational leaders.

In a session from the Future of Field Service Live Tour in Paris, Sarah talks with Sebastien Garric, Director Service Liquid and Powder Technologies, France and Maghreb at GEA Group, about the company’s focus on mindset, customer experience, and operational efficiency.  

Sarah talks with Jan Helge Bruemmer, Global Field Service Manager at Alfa Laval about striking the balance between investing in the future and meeting short-term business needs. They discuss the challenges of balancing short-term objectives with long-term thinking in field service. They also explore redefining remote service, shifting technician roles, framing technology changes, and the role of leadership in change management.

Dr. Josh Elmore, organizational scientist, discusses team dynamics, managing change, and the evolution of field service. They explore the shift from maximizing productivity to focusing on customer experience, as well as the importance of team facilitation. They delve into change management and leadership, utilizing data science for organizational change, and involving people in team building. They also mention a new podcast on Team Effectiveness.

The podcast discusses topics like centralizing products for profitability, prioritizing objections from customers, security concerns, transformational leadership, the risk of shiny technologies, practical applications of AI in field service, and the importance of onboarding and building connections.

Christine Miners and Rick Lash, co-authors of Once Upon a Leader, discuss challenges faced by leaders, psychology in the service industry, and the importance of empowering frontline employees. They delve into the emotional aspect of leadership, nurturing empowerment through spare capacity and self-reflection.

In a session from the Future of Field Service Live Tour stop in Minneapolis, Sarah talks with Gyner Ozgul, President and COO of Smart Care Equipment Solutions about the company’s approach creating scalable success, particularly in a highly acquisitive business. From customer experience and digital transformation to company culture and talent development, Gyner talks about the factors that Smart Care prioritizes in creating growth that meets the needs of the business, its customers, and its employees – not only today but into the future.