Service Intel
In the new age of service, customer experience is a top priority. Aquant's Service Intel podcast explores all the issues that are top of mind for service leaders. Our guests answer your most pressing questions, including: How do field service heroes create exceptional customer moments? What tools are beneficial along the journey? Where are the pros turning to when they have questions? How are leaders in the industry approaching the importance of data analysis in field service? How is the space changing over time and what are industry titans doing to stay ahead of the game? Our resident Service Principal, Sidney Lara, along with other top experts across the industry will provide the knowledge you need to level up your service.
Episodes
36 episodes
Service Council: 5 Takeaways From The 2024 Voice of Field Service Report
On today’s episode, we’re diving into the key findings of the 2024 Voice of Field Service report with Gerardo Pelayo, VP of Research and Advisory at the Service Council. Gerardo joins Sidney Lara to explore topics like technician retention, ...
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Season 4
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Episode 5
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25:48
Waters: Effective Change Management Strategies with Sara Smith
On today’s episode, Sara Smith, Service AI Program Owner at Waters Corporation, joins Sidney Lara to speak about effective change management strategies in enterprise service organizations. Sara explains the ADKAR method and its five componen...
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33:36
Coherent: The Importance of Core Values With Ron Zielinski
Ron Zielinski, former Global Customer Service Leader at Coherent, joins Sidney Lara to discuss the vital role of core values in guiding decision-making, shaping company culture, and influencing customer service standards. In this episode, Ro...
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38:23
IFS: Top Five Service Trends With Sarah Nicastro
Sarah Nicastro, Vice President of Customer Engagement at IFS and Host of the Unscripted podcast, joins Sidney Lara on Aquant’s Service Intel Podcast to share key insights from her recent conversations at industry events. In this episode, Sar...
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Season 4
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Episode 2
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30:24
Cytiva: Streamlining Handoffs From Contact Centers to the Field with Deniz Mullis
Deniz Mullis, Global Technical Operations Leader at Cytiva, joins Sidney Lara to explore the critical role of seamless handoffs between contact centers and field technicians. In this episode, Deniz discusses how technology integration and cl...
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Season 4
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Episode 1
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30:19
Comfort Systems: Close the Skills Gap & Cut Service Costs
This episode was originally a webinar so the participants may reference visuals. If you would like to watch this episode, you can do so here: In today's episode of Service Intel, Sidney Lara is joined by Joe Lang, VP of Se...
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Season 3
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Episode 11
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43:47
Service Council X Service Intel: Crossing the AI Chasm
In this week's episode of Service Intel, we're diving into the world of AI with special guests Tas Hirani from Aquant and John Carrol, President of the Service Council. They discuss critical strategies for effectively deploying AI within enterp...
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Season 3
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Episode 10
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59:28
Data-Driven Dynamics: Ben Sutton on Smiths Detection's Data Transformation and AI Integration
In this episode, Tim Burge, Director at Aquant, steps in for Sidney to interview Ben Sutton of Smith’s Detection. Ben talks about Smith’s Detection’s data journey over the past 4 years, the drivers behind becoming more data-driven, the challeng...
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Season 3
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Episode 10
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30:55
Building Strong Teams in Field Service: A Conversation with Venkata Reddy Mukku at Bruker Nano Surfaces
In this episode, we sit down with Venkata Reddy, Vice President of Worldwide Service & Support at Bruker Nano Surfaces. Today’s episode is all about team building, Venkata has a ton of experience building teams and will share hiring strateg...
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Season 3
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Episode 9
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20:44
Embracing Efficiency: Sasha Ilyukhin on Tetra Pak's 'Shift Left' Journey and Its Impact on Service Excellence
A lot of service organizations are embracing the shift left approach, which is essentially the process of moving resolutions closer to self-service to minimize equipment downtime and improve customer satisfaction. On today’s episode of Service ...
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Season 3
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Episode 8
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35:50
AI Transformation in Service: Insights with Aquant’s Tas Hirani and Service Council’s John Carrol
In today’s episode, we have special guests Tas Hirani of Aquant and John Carrol from Service Council to talk about generative AI. They discuss its impact on the industry, key considerations for evaluating AI technology for businesses, strategie...
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Season 3
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Episode 7
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58:34
Streamlining Success: Joshua Orr on John Deere's Service Efficiency Journey and Self-Service Innovations
Joshua Orr, Manager of Product Support Services at John Deere, sheds light on John Deere’s Service Efficiency Journey. He discusses specific strategies they’ve implemented to reduce waste and improve diagnostic time. He also shares how th...
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Season 3
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Episode 6
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34:23
A Collaboration with AI in Business Podcast: AI Solutions for B2B Customer Experiences
Today's episode is a special collaboration with the AI in Business podcast. Shahar Chen, CEO and Co-founder of Aquant joins Matthew Demello to talk about the role generative AI-enhanced co-pilot platforms can play, particularly in improving B2B...
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Season 3
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19:12
Dell Technologies: How to Make Your CX One to Remember.
On today’s episode of Service Intel, we are joined by Bob Feiner, Senior VP at Dell Technologies Client Solutions Group Support Services. Bob and Sid explore why the most critical view in service is that of your customers — and how to make your...
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Season 3
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Episode 4
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25:45
Whirlpool: How Whirlpool is Revolutionizing the Third-Party Model
Matt Ganus, the Director of Home Services at Whirpool, joins Sidney for a discussion focusing on Whirlpool's third-party service model. Matt explains what prompted the shift to a third-party model, along with the challenges and wins they’ve ...
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Season 3
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Episode 3
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25:32
National Instruments (Emerson): Jerry Gross
Over the past decade, the ideas and implementations around planned and predictive maintenance have evolved significantly. In this episode of Service Intel, we have Jerry Gross, Former Sr Director of Services at National Instruments -- now owned...
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Season 3
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Episode 2
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31:00
Tiffin Motorhomes: Enhancing Customer Satisfaction in The RV Industry
In today’s episode, Jonathan Osbourne, VP of Service Operations at Tiffin Motorhomes joins us to talk about Tiffin’s unique approach to customer support. He explains the evolving customer expectations and buying patterns in the space, what they...
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24:46
Shannon Tymosko: Prioritizing mental health in a male dominated industry
In the finale episode of Service Intel season 2, Shannon Tymosko joins Sidney for a discussion on the importance of mental health, specifically as it relates to prioritizing mental health in the skilled trades and other male-dominated industrie...
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Season 2
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Episode 10
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23:09
Siemens Healthineers: Adding Value and Increasing Revenue
In today’s episode, Fernando joins Sidney to discuss how the pandemic led more service organizations to reevaluate their operations and revamp their service contracts to improve customer relationships. Fernando speaks specifically to his philos...
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34:32
SAM Service: Leadership styles and best practices to run a successful service business
In today’s episode, we’re excited to have Nick Cribb, President at SAM Service. Nick sheds light on his career journey, and how he got to where he is today. Sid asks Nick to talk about his leadership style, philosophy, and the changes he’s seen...
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Season 2
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Episode 7
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34:12
Haemonetics: Best practices for kickstarting a digital transformation project
In this episode, Juan Cruz, Director of service operations at Haemonetics shares what it takes to kickstart a digital transformation project. Juan and Sid talk through best practices for implementing new technologies, how to identify when to in...
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33:11
ABB: The rise of third-party field service teams
Subcontractor work and third-party field service teams are on the rise and could eventually account for a majority of the work being completed in the field service industry. Salvador Accardo, VP of Services at AB joins Sidney Lara in Aquant's l...
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Season 2
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Episode 6
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30:00
United Service Technologies: Hiring, retaining, and managing a multigenerational workforce
Rodger Smelcer, Executive Partner at United Service Technologies joins Sid to discuss how to hire, manage, retain, and appreciate the unique preferences and behaviors of coworkers who grew up in different generations. They also talk about or...
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Season 2
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Episode 5
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25:47
National Instruments: Building an Inclusive Work Culture
In today’s episode, we have Anthony Bacak, Director of Global Field Services at National Instruments. Anthony shares his experience raising a daughter with down syndrome and how that inspired him to build an even more inclusive culture at Natio...
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Season 2
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Episode 4
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22:51
Lifescan: How to take a more proactive approach to call data
Tune in for a discussion with Sid and Ehab Goldstein, Global VP, Strategy, Competitive Insights & Head of Customer Service at Lifescan. Ehab shares how service teams can use AI to take a more proactive approach to call data. He discusses hi...
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Season 2
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Episode 3
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34:38