Understanding the impact of unconscious bias towards a brand
Sarah Brettle, Customer Service Division Director at Ford, explains how companies should be aware of the unconscious bias that may be at play when potential customers consider our brand.
The Fundamentals of Service Haven’t Changed over Time
Prof Dr Shaun West and Kris Oldland discuss how service organizations had to change and adapt to new ways of delivering service, but its fundamentals of service haven’t changed over time.
Can You Train Entrepreneurialism?
Prof Dr Shaun West and Kris Oldland discuss entrepreneurialism and reflect on the possiblity to train people on how to become successful entrepreneurs.
The Resilience of Service Businesses During Economic Downturns
Prof Dr Shaun West and Kris Oldland reflect on how service businesses have been resilient during tough times over the years, such as the pandemic and economic crises.
How Can We Define Advanced Services
Prof Dr Shaun West, University of Lucerne, joined us on the Field Service News Digital Symposium and provided his perspective on how we can define advanced services today.
The Role of Co-Creation in Servitization Strategies
Shaun West discusses with Kris Oldland the vital role of co-creation in achieving successful servitization and, how without some level of co-creation, there are risks involved for the customer.
In an age of disruption, how do we meet today’s and tomorrow demands simultaneously?
Sarah Brettle, Ford, discusses how the automotive industry must meet service demands today while planning for tomorrow as it moves from petrol to electric vehicles.
Make the decision easy for your CFO and you will get the investment you need
Make the decision easy for your CFO and you will get the investment you need The #FSN20 is Field Service News’ annual celebration of...
We need to understand the challenges of multiple stakeholders within a customer organisation
Jim Darragh, CEO, Totalmobile discusses how service providers must be able to engage with and understand perspectives of multiple stakeholders in our customers
How Do We Integrate Remote Service into Field Service Operations?
Dan Snowden and Max Dinser of HSO discuss how we can integrate remote services into field service operations.
