Service Council inService™ Podcast Series

As service leaders head into 2025, many have a similar question on their mind: What will the new year hold for customer expectations? The research shows that challenges around customer experience (CX) continue to grow for service leaders. According to the 2024 Service Leader’s Agenda, 41% of respondents said that changing customer expectations would have the most significant impa

Sustainability is becoming an indispensable part of corporate strategy for many companies. In 2022, 96% of the companies in the S&P 500 Index published sustainability reports, while this figure in 2011 was merely under 20% according to the Governance & Accountability Institute. Has this represented a transformational shift in the definition of strategic priorities, the allo

AI continues to be a top investment for service organizations across all verticals. As the expectations and applications of this game-changing technology continue to expand, some organizations seem to be at risk of pursuing the “advanced” while losing sight of the “relevant”. To succeed along this journey, organizations would do well by learning from the incremental value p

What is my purpose? This is a question we’ve all likely asked. Leaders in service and support are uniquely positioned to make an impact in the lives of both their employees and customers. However, it is easy to get caught up in the day-to-day grind and lose sight of the bigger picture ̶ the people. How can service leaders ensure they are harnessing the full potential of service

According to Service Council research, service leaders have their sights set on service innovation to redefine value delivery through primarily predictive and proactive approaches that aim to meet customer demands, combat the consequences of talent and workforce shortages and increase operational efficiency. However, as service leaders plot their course to shift left, they’re hit

All areas of the service business are dealing with higher expectations in an increasingly complex global landscape, with the service supply chain being no exception. This is motivating a larger number of organizations to aim for a more predictive and proactive service delivery model that better manages uncertainty and empowers the growth mindset that service leaders are pushing fo

AI may be the buzziest buzzword in field service right now. However, we are still seeing organizations struggling to leverage it in impactful and actionable ways. According to the 2024 Voice of the Field Service Engineer’s survey, the frontline is eager and ready to embrace AI, and the 2024 Service Leader’s Agenda survey shows that AI is the #1 technology investment priority fo

According to the 2024 Service Supply Chain: Service Parts Management survey, poor visibility continues to be the most frequently reported challenge by supply chain leaders, including a year over year increase from 43% to 49%. The industry is currently in a golden age of technological innovation thanks to the rise of artificial intelligence (AI), analytics tools and business intelli

Technological transformation within field service has exploded in recent years. What was a paper-based industry only a decade ago now finds itself at the forefront of innovation. As organizations eagerly trial new solutions and tech stacks grow more complex, many service leaders are seeing episodic challenges emerge among their most important assets – their field service teams. A

In the fast-paced service world, “You don’t know what you don’t know” has never been more accurate. With rapid technological changes and constant new challenges, selecting the right AI tools for your organization can feel overwhelming. As the pressure mounts to see quick returns on AI investments, how can service leaders choose strategic capabilities that adapt to future u