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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.

Sarah welcomes back Lauren Winans, CEO & Principal Consultant of Next Level Benefits, to discuss the factors that are contributing to service organizations’ mounting concern over finding and nurturing soft skills and sheds light on what steps can be taken to ensure the soft skills gap doesn’t widen.

In a session from the Future of Field Service Live Tour in Paris on May 24th, Sarah talks with Emmanuelle Duchesne, Customer Service Director and Stéphane Dabas, IT Director, both of Culligan, about how they work to create a business and IT partnership that delivers superior customer and employee experiences.

Sarah welcomes Anthony Billups, North America Vice President of Sales and Market Development at Comfort Systems USA, for an open discussion on some of the historical thinking and practices that are holding field service industries back from success in today’s landscape and what needs to change in terms of a fresh approach.

In a session from the Future of Field Service Live Tour stop in Paris, Sarah talks with Marie Cobessi, Director, After-Sales Service Projects & Transformation at Fnac/Darty about how the company prioritizes transformation projects, what’s in focus at the moment, and how we can attract more women to the field service space.

In a session from the Future of Field Service Live Tour stop in Birmingham, UK, Sarah talks with Ged Cranny, Sr. Consultant, Konica Minolta Business Solutions Europe about how Konica Minolta is stepping up to face the realities of why, when, and how service delivery is evolving by putting in place a remote-by-default approach.

Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Düsseldorf on June 21st.