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Wednesday, 29 March 2023 23:05

iTWire INTERVIEW: Exploring the Future of Field Service with Sarah Nicastro during the Sydney 2023 event

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GUEST INTERVIEW: Don't be fooled by the name "Future of Field Service", as the site's content reaches far beyond the field. Sarah Nicastro and her team provide leaders across industries and spanning geographies both information and inspiration on how to differentiate their businesses through service and lead through change.

The Future of Field Service site is part of IFS, the company bringing next-gen cloud-based enterprise software for companies worldwide that "want to be their best when it matters most to their customers - at their Moment of Service."

Originally a journalist, Sarah Nicastro's extensive experience covering the trends, technologies and business drivers that significantly impact service-based businesses drew IFS to engaging her to create the Future of Field Service, to help guide business leaders and executives on everything from digital transformation to customer experience and satisfaction.

Sarah's passion about helping service leaders share their trials and triumphs had led to podcasts and articles on the Future of Field Service platform, as well as bringing the IFS customer community together to collaborate, share best practices, and contribute valuable VoC (voice of the customer) back into IFS.

Indeed, Sarah notes that Future of Field Service always prioritises conversation over clickbait to provide a place anyone can come to learn how their peers are tackling today’s trends, challenges and opportunities, and given the rapid advancements technology is undergoing, whether through automation, AI, AR/MR/XR and much more, the creation of the Future of Field Service site - and service - is clearly an idea whose time has come.

2022 also saw the start of the Future of Field Service live tour, something that presumably would have started earlier were it not for the pandemic that shut everyone down and caused issues for everyone, let alone field service technicians, and that tour now continues in 2023.

Given we are all customers of companies that employ field services to proactively and reactively solve problems, do maintenance, help customers - and given we have all had good and bad customer service experiences, talking to Sarah about the future of field service was a great way to understand how IFS is helping its customers globally continuously improve their services in the face of rapid advancing technological changes.

So, to learn more, Sarah Nicastro joined me for an iTWireTV interview, where we learnt more about the event, the top things she hoped attendees (and viewers of the video) needed to know about the future of field service, the technologies in play and so much more. That video interview is embedded directly below, followed by a summary of the topics we spoke about, so please watch and read on!

  • I started by introducing Sarah, and asking her to tell us what the Future of Field service is all about, and why it goes well beyond the field.

  • Next, we looked at the main topics being covered at the event, and top takeaways for attendees and viewers of this video.

  • I asked Sarah about the challenges that field service faces today, given there are so many areas, from leading, attracting, retaining and rewarding staff to perform field service, to new technologies, AI, automation, costs, new growth opportunities, outstanding customer service and more. Sarah shared her thoughts.

  • Sarah then explained the connection with IFS, and gave us a quick refresher on the range of IFS products and services.

  • Next, we delved into the content available at the Future of Field Service site, after which we spoke about AI, AR/VR/XR headsets, the industrial metaverse, and how all of this would affect field service in the future.

  • We finished with Sarah sharing the best piece of advice she’s received in life, and her final messages to iTWire viewers and readers, and to her current and future customers and partners.

So, to learn more about the Future of Field Service, Sarah Nicastro and more, please watch the video interview above!

Here is the official "Welcome to the Future of Field Service" video on YouTube:

 

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Alex Zaharov-Reutt

Alex Zaharov-Reutt is iTWire's Technology Editor is one of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

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