In the second episode of the Aftermarket Champions podcast, our host Vivek Joshi (CEO of Entytle) has a lively chat with Carlos Gomez (VP of Augury Strategic Software Alliance at Baker Hughes). Carlos has taken an unconventional career path, moving from Finance to M&A, then into Strategy, Services, and now Sales. He attributes his success in diverse roles to his "Growth Mindset Approach" and his ability to embrace change. Carlos also points out the significance of an "Accelerated Leadership Programme" that helped him prepare for a change from M&A to his recent leadership roles.
As a leader in Services and Aftermarket, he stresses the importance of shifting away from traditional service methods to a more advanced digital approach to services. He refers to this shift as moving from Preventive to Predictive and Prescriptive services.
He delves into the challenges involved in this transformation, such as finding the right datasets and dealing with unstructured and isolated data. Carlos emphasizes that investing in data at the right time is crucial for reaping the benefits of Aftermarket Digitization and AI Analytics.
According to Carlos, an obsession with improving Customer Experience is paramount for the success of an Aftermarket leader. He suggests focusing on utilizing all forms of Installed Base Data remotely to revolutionize the customer experience. He simplifies the rules for driving Customer Experience through Digitization:
1. Have a product that adds value.
2. Create a button that customers can click to experience success.
He also touches on the value of outsourcing secondary or adjacent tasks to address the industry's skill gap.
Carlos highlights the impact of Partnership Models, like Augury, as potent ways for Industrial OEMs to achieve rapid digital transformation.
He then shifts his focus to the Customer Success team, which he calls the "Delivery Vehicle of Value" for achieving the best and quickest outcomes.
Carlos urges Aftermarket leaders to aim for fully leveraging customer proximity and becoming a "Trusted Partner" rather than just a "Supplier." If you're someone aiming to drive Aftermarket Growth by transforming yourself and your organization, the insights shared by Carlos in this conversation are a must-have resource.
