Service Intel

Aquant
  • 5.0(3개의 평가)
  • 예술
  • 매일 업데이트

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.

  1. 2025. 02. 04.

    AI in Action: How Waters Corporation is Transforming Service Operations with Ryan Makely

    In today's episode, Ryan Makely, Senior Director of Service Enablement at Waters Corporation, joins Sidney Lara to discuss how Waters is using AI to transform service operations. Ryan shares insights on Waters’ internal AI Council, the "buy vs. build" debate, and how tools like Aquant’s Service CoPilot are improving efficiency and reducing costs.

    41분

  2. 2025. 01. 21.

    Building Trust in Tech: Overcoming Workforce Challenges and Embracing AI with Anthony Billups

    Today's episode is a special cross promotion from Aquant’s Service Leaders Summer Camp. In this episode, Anthony Billups, a seasoned leader with over 17 years of experience in HVAC, plumbing, and electrical industries, joins Sidney to discuss the human side of AI integration. Anthony shares practical strategies for overcoming workforce challenges, upskilling technicians, and addressing misconceptions about AI, like fears of job loss and complexity. He also emphasizes the importance of building trust and driving internal adoption to ensure successful AI implementation.

    39분

  3. 2025. 01. 07.

    AI in Business: The Role of AI Personalization in B2B Workflows

    In this special cross promotional episode, Aquant's Edwin Pahk joins Matthew Demello on the AI in Business podcast to discuss how AI can help retain and leverage "tribal knowledge" to address workforce turnover and expertise gaps. He also highlights the role of personalization in B2B workflows and how AI tools can enhance the work-life experiences of subject matter experts.

    31분

  4. 2024. 12. 17.

    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, generational differences, and the impact of technology and AI on productivity and mental health. It’s a conversation packed with insights for service leaders.

    26분

  5. 2024. 12. 03.

    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 components: Awareness, Desire, Knowledge, Ability, and Reinforcement.

    34분

  6. 2024. 11. 12.

    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, Ron reflects on his journey up the ladder at Coherent and the impact core values have had on his career. Poorly defined or inconsistently upheld values can lead to misalignment within teams and negatively affect customer interactions. Ron shares insights into the process of establishing core values at Coherent and the company’s commitment to ensuring these values remain relevant and upheld over time. 4o

    38분

  7. 2024. 10. 29.

    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, Sarah discusses the top five service trends shaping the future of the industry. Sarah emphasizes the urgency for change leadership in today’s fast-evolving service landscape. “In today’s service landscape, there's no room for complacency. To succeed in the coming years, we must anticipate necessary transformations and proactively lead them. This is why change leadership and fostering a culture comfortable with change are crucial. Change won't always be seamless—resistance and hurdles are part of human nature,” she notes.

    30분

  8. 2024. 10. 15.

    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 clear communication channels can improve these transitions. Poorly executed handoffs leave engineers unprepared, leading to unnecessary site visits, increased costs, and customer dissatisfaction. Deniz shares how Cytiva prioritizes capturing comprehensive information during the initial customer call, ensuring field engineers arrive equipped with the right tools and parts—ultimately reducing repeat visits and elevating the customer experience.

    30분
모두 보기(39개)

예고편

평가 및 리뷰

5
최고 5점
3개의 평가

소개

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.

정보

  • 제작진
    Aquant
  • 방송 연도
    2021년 - 2025년
  • 에피소드
    39
  • 등급
    전체 연령 사용가
  • 저작권
    © 2026 Service Intel
  • 웹사이트 보기
    Service Intel