Aquant - Podcast Details

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The AI in Business Podcast How Industrial Service Leaders Are Closing the Knowledge Gap Before It's Too Late with Mike Hughes of Peak International GroupThe skilled labor crisis in industrial equipment service is not a future problem; it is eroding operational performance now, as retiring engineers take decades of institutional knowledge with them and incoming technicians cannot fill the gap at speed. In this episode, Mike Hughes, Group Service Director at Peak International Group, outlines how service organizations can close the expertise gap through smarter knowledge capture, targeted AI deployment, and a frontline-first approach to modernization. The conversation covers remote diagnostics, first-time fix performance, the realities of working with imperfect data, and the two or three use cases leaders should prioritize before attempting a...

2026-06-0426 min

2026-05-211h 01

Service Council inService™ Podcast Series EP102 - AI Adoption: When Behavior Drives or Derails Success w/ Adi FrenkenbergService Council’s research has found that the drivers behind AI adoption are much more complex than many service organizations expect. While it’s common to point to generational differences as the reason for how people engage with new technology, the reality is far more nuanced.Join us on Thursday, April 16th at 12pm EST, as we break down what really drives AI adoption. We’ll hear from Adi Frenkenberg, Senior Customer Success Manager at Aquant, who brings her expertise in organizational behavior and AI to help unpack what’s influencing adoption. We’ll also share insights from our Voice...

2026-04-2746 min

Service Council inService™ Podcast Series EP99 - Caller is the New King: Service AI Without a Screen w/ Indresh MS, AquantAs service organizations accelerate their investments in AI, many leaders are grappling with a critical question: to innovate and challenge the way in which processes are executed, or to settle for incremental gains without disrupting how people engage throughout a service experience. Voice AI sits at the center of that tension. It brings about a new way of interacting with data and technology, and such changes can create friction. However, experience shows that properly deployed under the right circumstances, voice capabilities can deliver meaningful efficiency gains and overall better experiences for the frontline and customers alike. Tune...

2026-03-1142 min

WBSRocks: Scaling Growth with AI, Enterprise Software, and Digital Transformation WBSP825: Scale Growth by Learning from Enterprise Software Stories - Dec 2025, Ep 41, an Objective Panel DiscussionSend us Fan MailThis wave of enterprise software announcements underscores how AI agents, ecosystem alliances, and data infrastructure are becoming foundational to modern enterprise architecture. Vendors such as Pipefy and Aquant are expanding libraries of pre-built AI agents, while Salesforce continues to scale its Agentforce ecosystem through industry-specific releases, AWS integrations, and its acquisition of Informatica to strengthen data governance and orchestration. At the same time, platform vendors like IFS and Freshworks are enhancing their core cloud offerings to embed automation and intelligence deeper into operational workflows. Strategic collaborations—including Zendesk’s agreement with AWS and Iter...

2026-03-101h 01

Generate Now!Pinecone & Aquant Focus on GenAI Value, Not InfrastructureMost organizations struggle to balance building their own AI infrastructure with leveraging reliable, scalable solutions. Oded Sagie and Perry Krug reveal how partnering with Pinecone transformed their approach—turning complex infrastructure challenges into seamless, "boringly reliable" systems. Discover how this shift unlocked faster innovation, lower operational overhead, and the peace of mind to focus on delivering real customer value.In this episode, you'll break down the core architectural innovations behind Pinecone’s platform, including its adaptive indexing and serverless design, which support workloads from low-latency high-throughput applications to massive multi-tenant environments. Oded shares real-world lessons on choosing buil...

2026-02-2326 min

Service Council inService™ Podcast Series EP 95 - Turning 2026 AI Predictions into Results at Scale w/ Tas Hirani, AquantWhat will define AI success in 2026? As organizations move from early experiments to enterprise-wide deployments, 2026 will separate the pilots that stall from the initiatives that truly scale and create sufficient value. On our next episode of the inService Podcast Live, we take a look at the top predictions that will define the next year of AI adoption, and practical strategies to help organizations turn experimentation into measurable impact.Join us on Thursday, December 4th, at 12pm EST as host John Carroll sits down with Tas Hirani, Aquant’s Director of Revenue Operations and Enablement. Using real-world examples, th...

2025-12-3042 min

WBSRocks: Scaling Growth with AI, Enterprise Software, and Digital Transformation WBSP796: Grow Your Business by Learning from Enterprise Software Stories - Jul 2025, Ep 28, an Objective Panel DiscussionSend us Fan MailRecent product launches, acquisitions, and funding announcements underscore how rapidly enterprise software and AI platforms are evolving across both horizontal and vertical use cases. Vendors such as Orbit Analytics, Deltek, and Advantive are extending core operational solutions with deeper analytics, compliance, and decision-support capabilities, while companies like Pipefy, Aquant, Kognitos, and Intellistack are pushing AI further into everyday workflows through agents, retrieval-augmented conversations, neurosymbolic reasoning, and no-code automation. Strategic moves like IFS acquiring TheLoops highlight growing demand for AI-driven operational intelligence embedded directly into ERP ecosystems, rather than bolted on at the edges...

2025-12-091h 01

WBSRocks: Scaling Growth with AI, Enterprise Software, and Digital Transformation WBSP793: Grow Your Business by Learning from Enterprise Software Stories - Jul 2025, Ep 27, an Objective Panel DiscussionSend us Fan MailThis week’s enterprise technology updates highlight major movements across ERP support, AI automation, testing, analytics, and workflow orchestration. Rimini Street extended support for all SAP ECC 6.0 and S/4HANA releases through 2040, offering long-term stability for organizations navigating SAP’s transition timeline. Zencoder launched Zentester, an AI-powered end-to-end testing agent designed to transform vibe coding into enterprise-grade engineering, while Acorn secured $12.3 million in Series A funding to accelerate its growth. Algolia introduced its MCP Server to empower developers, and Aravo enhanced its Evaluate Engine with new features to strengthen risk and compliance workflows. Avet...

2025-12-021h 00

The AI in Business Podcast Balancing Efficiency and Trust in Field Service Operations - with Eric Rivas of ElectroluxIn today's high-volume service environments, the smallest misstep can erode both efficiency and customer trust. In this episode, Eric Rivas, Director for Service Repair at Electrolux, joins Emerj Editorial Director Matthew DeMello to share how frontline data and technician expertise can be better captured, organized, and applied to deliver consistent, first-visit success. Rivas advises service leaders on best practices for approaching the challenges of tribal knowledge transfer, skill development, and diagnostic accuracy in large service organizations. He also breaks down the build-versus-buy dilemma facing many service leaders when it comes to new technology—and why effective partnerships often prove mo...

2025-08-2823 min

The AI in Business Podcast Turning Legacy Service Contracts into First Time Fix Wins - with Joe Lang of Comfort SystemsToday's guest is Joe Lang, Vice President of Service Technology and Innovation at Comfort Systems USA — a leading national provider of mechanical, electrical, and plumbing building systems services, with more than 45 operating companies across 170+ locations. Joe shares insights on managing data complexity in large field service operations — from translating tribal knowledge into clean, usable data to building internal tools that treat technicians like their own customers. He explains why cleaning data too early can slow progress, how AI tools can gradually align terminology across legacy teams, and which KPIs matter most when moving from reactive to predictive service. This epis...

2025-08-2125 min

The AI in Business Podcast Moving from Pilot to Profit in Service AI Deployments - with Amit Gupta of DanaherIn today's enterprise landscape, many AI initiatives stall before delivering real business value—especially in service operations, where data lives in disconnected systems and frontline speed is critical. For Amit Gupta, Chief Digital Officer, Life Sciences Manufacturing Industry, at Danaher, overcoming these challenges requires a structured, business-first approach. On this episode of the AI in Business podcast, Amit shares how Danaher uses a 70/30 buy-versus-build strategy to accelerate time to value while maintaining flexibility. He details a step-by-step framework for identifying high-impact AI use cases, involving cross-functional teams early, and guiding projects from strategic concept to measurable results—what he call...

2025-08-1415 min

Service Council inService™ Podcast Series EP87 - The Micro-Moments Behind the Frontline’s Experience w/ Edwin Pahk, AquantEvery service interaction is made up of countless micro-moments: brief, high-impact tasks that either move the job forward or slow it down, ultimately coming together to form an experience. Whether it’s simplifying documentation, streamlining parts ordering, delivering relevant insights or surfacing revenue opportunities, these micro-moments are critical to frontline success. For service leaders, the question isn’t just how to adopt AI, but how to apply it meaningfully to positively impact technicians and drive efficiency and growth.Tune in as we’re joined by Edwin Pahk, SVP of Presales and Customer Success for Aquant. He’ll discuss how orga...

2025-07-2440 min

The AI in Business Podcast How AI Partnerships Make Security a Strategic Advantage - with Bryan Willett of LexmarkToday's guest is Bryan Willett, Chief Information Security Officer. Bryan discusses how organizations can shift security from a reactive compliance task to a strategic advantage by leveraging AI partnerships and transparent communication. He explains how proactive security packages and AI-driven tools streamline vendor due diligence and RFP responses, reducing bottlenecks and improving cross-team collaboration. Bryan also emphasizes the importance of evaluating vendor development hygiene and maintaining developer awareness as key components to managing evolving AI-enabled cyber threats. This episode is sponsored by Aquant. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1. Want...

2025-07-2319 min

The AI in Business Podcast Why Service Teams Outgrow DIY AI Solutions - with Neil Bhandar of GeneracToday's guest is Neil Bhandar, Chief Data Analytics Officer for Generac. Neil brings decades of experience in artificial intelligence, from academic research to enterprise-scale implementation across manufacturing and financial services. He joins Emerj Managing Editor Matt DeMello to explore the hidden costs of building AI in-house, the risks of over-relying on large models, and how service organizations can deploy GenAI to improve efficiency and preserve institutional knowledge. Neil shares how GenAI is helping field teams access hard-to-find information in real-time — reducing the need for costly site visits and accelerating issue resolution. He also explains why human empathy remains essential in...

2025-07-1736 min

The AI in Business Podcast What Smart Manufacturing Leaders Consider Before Adopting AI - with Tim Burge of AquantToday's guest is Tim Burge, Director at Aquant. Aquant is an AI platform built for service teams that maintain and repair complex equipment. It gives clear, accurate answers to service questions — from basic fixes to deep diagnostics — so field techs, call centers, managers, and customers can get to solutions faster. Used by top manufacturers like Siemens and Hologic, Aquant helps reduce downtime, lower service costs, and boost customer satisfaction. Tim joins Emerj Editorial Director Matthew DeMello for today's conversation to discuss how manufacturing leaders are reevaluating their AI deployment strategies across field service and operations. As the dust settles on t...

2025-06-1228 min

TCMIC產業要聞 AI正在改寫工廠規則——預測維護、庫存優化、智慧檢測全解析！ - TCMIC Daily News 0519歡迎收聽「TCMIC Daily CNC News」！每天早上五點🕔，我們將為您帶來關於工具機與自動化領域的最新新聞摘要。這個節目旨在為您提供一個快速而全面的方式，以了解全球工具機與自動化行業的最新動態。 🤖【AI進軍工廠現場，你跟上了嗎？】今天TCMIC帶你一口氣掌握《The Manufacturer》重點：AI如何驅動製造業效率、利潤與轉型！ 🔹 預測性維護： AI+感測器即時預警，主動維修，像Aquant、Gecko Robotics協助可口可樂與Siemens Energy減少停機、節省大筆維護成本！ 🔹 供應鏈＆庫存優化： AI預測模型可降庫存20~30%、運輸成本也降30%，預測準確度更提升至75%，不怕積壓、也不怕缺貨！ 🔹 智慧品質檢測： AI深度學習視覺系統可即時抓瑕疵、自動分級，大幅降低次品率、縮短檢測週期，客戶滿意度UP！ 🔹 數位孿生＋生成式設計：西門子用數位孿生比對車門品質、Autodesk用AI自動產生多種結構設計，減少開模與試產成本，讓工程師快狠準選出最佳解！ 🔹 工作場所安全： AI電腦視覺全天候監控現場，檢查安全帽、防止闖入危險區，意外率大降，人力專注高附加價值任務！業界金句：「AI不是取代，是協作！」（Siemens CEO）當然，落地有挑戰：成本、系統整合、資料品質與人才缺口都要面對，但只要分階段導入、強化內訓，AI就是你工廠升級的關鍵夥伴。 🟦 你最想導入AI在哪個環節？或已經有AI落地經驗？歡迎留言、分享你的故事！精彩留言還有機會被我們下期節目點名討論唷！ #AI自動化 #預測維護 #智慧工廠 #製造業 #數位孿生 #TCMICNews ------------------------------------------------ 我們的團隊會搜尋世界各地的新聞來源，從各個角度獲取信息，並將其精簡成精確、易於理解的摘要。這樣，您就可以在短短幾分鐘內瞭解到最重要的行業趨勢、技術創新、市場發展和重要事件，節目中的AI朗讀將以流暢而清晰的聲音為您呈現這些新聞，讓您可以在早晨開始一天之前迅速掌握行業的最新動態。您可以通過訂閱我們的節目來確保不錯過任何一期新聞摘要。我們將在每天早上五點準時上線，為您提供最新的信息。您也可以隨時訪問我們的網站，以獲取更多相關資源和完整的新聞內容。感謝您收聽「TCMIC Daily CNC News」。我們致力於為您提供價值和方便，並為您呈現全球工具機與自動化領域的精彩新聞摘要。讓我們一同探索這個充滿創新和發展的行業吧！另外，我們TCMIC的官網也是使用Strikingly製作的，非常推薦！如果您也想要打造屬於您的專業網站，立即點擊 https://www.strikingly.com/a/TpfCXd 試用Strikingly，快速建立令人驚豔的網頁，讓您的事業更上一層樓！想要了解更多國外的新聞，提升自己的外語能力？看看GoGoABC https://www.gogoabc.com/?referral=66af7bd2027ba ，他們提供一對一的線上教學，讓你輕鬆學習英文、法文、德文和西班牙文，學習語言就是這麼簡單！關於{TCMIC} 官方網站 : https://www.tcncmic.com/ 臉書粉絲專頁: https://www.facebook.com/TCMIC/ YOUTUBE頻道: https://www.youtube.com/TCMIC 領英專頁: https://www.linkedin.com/company/tcmic2022/ 訂閱電子報: https://www.tcncmic.com/subscribe {商業合作} info@tcncmic.com -- Hosting provided by SoundOn

2025-05-1803 min

Service Council inService™ Podcast Series EP78 - The Service Leader’s Evolving AI Mindset w/ Tim Burge, AquantEarly data from the 2025 Service Leader’s Agenda survey signals a revealing trend: the service leader's approach to AI is shifting.Once focused purely on operational efficiency and cost reduction, service leaders now embrace AI as a driver of business innovation and growth. The growing adoption of AI in service ecosystems underscores this shift, with AI being integrated into the fabric of service operations rather than being viewed as a standalone tool. As organizations continue to scale AI, success will depend on aligning these technologies with broader business objectives, ensuring that AI enhances the experience for the frontline an...

2025-04-0139 min

Service Intel AI in Action: How Waters Corporation is Transforming Service Operations with Ryan MakelyIn 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.

2025-02-0440 min

Service Intel Building Trust in Tech: Overcoming Workforce Challenges and Embracing AI with Anthony BillupsToday'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.

2025-01-2139 min

Service Intel AI in Business: The Role of AI Personalization in B2B WorkflowsIn 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.

2025-01-0731 min

Service Intel Service Council: 5 Takeaways From The 2024 Voice of Field Service ReportOn 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.

2024-12-1725 min

Service Intel Waters: Effective Change Management Strategies with Sara SmithOn 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.

2024-12-0333 min

Service Intel Coherent: The Importance of Core Values With Ron ZielinskiRon 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 up...

2024-11-1238 min

Service Intel IFS: Top Five Service Trends With Sarah NicastroSarah 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 fosterin...

2024-10-2930 min

Service Intel Cytiva: Streamlining Handoffs From Contact Centers to the Field with Deniz MullisDeniz 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.

2024-10-1530 min

Service Council inService™ Podcast Series EP68 - From Z to A: Innovative Thinking to Shift Left w/ Sidney Lara, AquantAccording 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 hitting a common obstacle: translating the ever-growing data availability into correspondingly incremental value. How can service organizations progress from data overload to applicable insights that drive their shift left strategy? Tune in to the inService™ Podcast Live as Sidney Lara, Service Principal at Aqua...

2024-09-2352 min

The Service Transformation Podcast Are you prepared for the future of customer experience and digital transformation? In this podcast, Sarang Sambare from Syncron, Melanie Abt from Aquant, Johannes Parensen from GMS Development, and Annick Perry from Noventum discuss how AI is revolutionising the service industry. They explore the biggest opportunities for combining digital tools with service to enhance customer experiences, highlight potential challenges that could negatively affect the customer journey, and share how they are currently helping clients optimise their service strategies through digital solutions. Join the Service Business Forum for more insights! Upcoming 2024 forums: Rethinking the Customer Service Journey with Digital – September 26-27, Düsse...

2024-09-1023 min

IMD Industry Insights Aquant AI - Transforming the Service Industry with AI Shahar Chen, the CEO and Co-Founder of Aquant, discusses how AI is transforming the service industry. Aquant provides a personalized AI Co-Pilot platform for service organizations, helping them provide better service to their customers. The company leverages AI to tap into the data and knowledge of service organizations, including manuals, troubleshooting guides, and service history, to provide accurate and reliable support to technicians. Shahar also talks about the 2024 Industrial Machinery Benchmark Report released by Aquant, which highlights the challenges and solutions in the industry.

2024-08-1426 min

The Service Transformation Podcast How to improve the customer experience with digital In this podcast, Syncron, Aquant, and GMS Development discussed how AI can help companies elevate their service business. They explored where the biggest opportunities lie in combining digital and service for the benefit of customers, identified areas that might negatively impact the customer journey, and shared how they are currently helping clients optimise their customer service journey through digital solutions.

2024-08-1423 min

The Service Transformation Podcast Boosting service efficiencyListen or watch as we explore how aligning your team’s capabilities with the top 20% of your workforce can reduce service costs by up to 22%. Using a combination of documentation, historical data, and tribal knowledge ensures efficiency and productivity when using AI. If every employee had the knowledge and skills to perform at the same level as the top 20% of the workforce, service costs could be reduced by up to 22%. These are some key conclusions of our latest podcast episode with Melanie Abt, VP Sales EMEA for Aquant, and Annick Perry, Pa...

2024-08-0532 min

The AI in Business Podcast Addressing the Field Services Brain Drain - with Joe Meloche of Atlas CopcoToday's guest is Joe Meloche, Business Line Manager for Service in North America at Atlas Copco. Joe joins the program to talk about the various challenges facing field service leaders, especially around new equipment obstacles and the multi-decade "brain drain" much of the industry has faced in an ever-changing workforce. Later, he and Emerj Senior Editor Matthew DeMello dive into how service organizations can deploy AI in the form of 'tribal knowledge' to best capture expertise and deep insights, especially for large enterprises, where problems are solved locally but not documented systematically. This episode is sponsored by Aquant. Learn...

2024-07-2423 min

Service Council inService™ Podcast Series EP63 - Personalized AI for the Service Unknowns w/ Tas Hirani, Aquant 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 unknowns? Join us on the inService™ Podcast as host Gerardo Pelayo, Ph.D. sits down with Tas Hirani, Aquant’s Director of Revenue Operations and Enablement. In this episode, Tas will share real-world personalized AI use cases and reveal h...

2024-06-2056 min

The AI in Business Podcast Leveraging the Democratization of Data to Solve Workforce Challenges in Field Services - with Scot Burdette of ABBToday's guest is Scot Burdette, Global Division CIO for Measurement and Analytics at ABB. ABB is an electrical equipment manufacturer based in Sweden that specializes in industrial automation, robotics, as well as power generation, transmission, and distribution. Scot joins us on the program to talk about the unique challenges to field service teams that are making AI increasingly relevant in B2B workflows, with many parallels to the developments we've seen in their B2C counterparts. Throughout the episode, Scot lays out a vision for the future of AI in field services, particularly for addressing workforce challenges and retaining...

2024-06-1316 min

The AI in Business Podcast The Importance of Tribal Knowledge for the Success of AI Adoptions - with Edwin Pahk of AquantToday's guest is Edwin Pahk, Senior Vice President of Customer Success and Customer Pre-sales at Aquant. Aquant. Aquant is an AI-powered tech company that builds a co-pilot platform for service workflows. Edwin joins us on today's show to talk about how AI can help service industries retain their organizational knowledge – or tribal knowledge, as it gets called – in the face of turnover and other expertise challenges. Throughout the episode, Edwin emphasizes the importance of personalization on both sides of B2B workflows and how these same tools can often enhance the work-life experiences of subject matter experts across workflows. This...

2024-05-2330 min

Service Intel Comfort Systems: Close the Skills Gap & Cut Service CostsThis 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 Service at Comfort Systems, to discuss the insights from Aquant's recent field service benchmark report. This comprehensive analysis covers over 24 million work orders, 6.6 million assets, and the practices of nearly 582,000 technicians. They discuss a wide range of topics, from bridging the skills gap and leveraging data and AI, to enhancing an organization's service delivery. Joe La...

2024-03-1843 min

Service Intel Service Council X Service Intel: Crossing the AI ChasmIn 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 enterprise organizations. Tas sheds light on common obstacles encountered during AI implementation, based on examples from pilot programs with Aquant’s customers, and shares actionable insights for service organizations aiming for success. This is a great episode for any leader looking to implement an AI strategy.

2024-02-2759 min

Service Intel Data-Driven Dynamics: Ben Sutton on Smiths Detection's Data Transformation and AI IntegrationIn 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 challenges associated with having an overwhelming amount of data, and the importance of standardizing metrics. They also discuss generative AI’s role in the process and Smith’s Detection’s vision for data utilization in the next 5 years.

2024-02-1330 min

Service Council inService™ Podcast Series EP54 - Crossing the AI Chasm from Pilot to Full Scale w/ Tas Hirani, AquantThe hype around AI is in full swing and is expected to grow in 2024. There are powerful capabilities behind the hype — driving more efficient operations, enhancing customer service, and enabling every service leader to make better business decisions. And yet, despite the many AI initiatives underway, service organizations need help to cross the AI chasm from pilot to large-scale deployment. Join the inService™ Podcast Live on Thursday, January 18th, as host John Carroll is joined by Tas Hirani, Aquant’s Director of Revenue Operations and enablement. An AI expert, Tas has helped customers like Comfort Systems USA, Hologi...

2024-01-3059 min

Service Intel Building Strong Teams in Field Service: A Conversation with Venkata Reddy Mukku at Bruker Nano SurfacesIn 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 strategies, and best practices on creating a culture of belonging in the field service industry.

2024-01-3020 min

Service Intel Embracing Efficiency: Sasha Ilyukhin on Tetra Pak's 'Shift Left' Journey and Its Impact on Service ExcellenceA 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 Intel, we are joined by Sasha Ilyukhin from Tetra Pak to discuss Tetrapak’s shift left journey, specifically what drove them to embrace the approach, the execution, and the success that shifting left has had on their business.

2024-01-1635 min

The AI in Business Podcast Leveling-Up Field Service Operations with AI - with Easwaran Krishnamurthy of Johnson ControlsToday's guest is Easwaran Krishnamurthy, VP & CIO of Building Solutions for North American and Global Field Operations at Johnson Controls. Johnson Controls is a major producer of fire, HVAC and security infrastructure for buildings. Easwaran, or "EK" for short, joins us on today's podcast to discuss the practicality of putting AI in the hands of field technicians across heavy industry and B2B customer-facing workflows. Together with Emerj Senior Editor Matthew DeMello, EK brings a practical perspective to these challenges - outlining precisely where leaders will need to level up their data infrastructure at their organizations to leverage a...

2024-01-0319 min

Service Intel AI Transformation in Service: Insights with Aquant’s Tas Hirani and Service Council’s John CarrolIn 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, strategies to gain buy-in for cost-effective and user-friendly AI tools, and practical tips for training AI solutions across various user groups. This is a great episode for anyone looking to understand and leverage AI in service.This podcast episode originates from a webinar and includes references to visual content such as decks, which are not visible in this audio fo...

2024-01-0258 min

Service Intel Streamlining Success: Joshua Orr on John Deere's Service Efficiency Journey and Self-Service InnovationsJoshua 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 they measure success and the benefits of offering more self-service options.

2023-12-1834 min

The AI in Business Podcast Collecting Data for B2B Customer Experience Challenges - with Tom Pettit of XylemToday's guest is Tom Pettit, Chief Operations and Supply Chain Officer at Xylem. Xylem is a leading global water technology company committed to solving the world's critical water, wastewater and water-related challenges through technology, innovation and expertise. Tom joins us on today's program to talk about challenges for B2B leaders when it comes to providing their customers with high-quality experiences and what specific metrics can help industry leaders prepare their organizations for use cases in VR training and other generative AI tools. Today's episode is sponsored by Aquant. Learn how brands work with Emerj and other Emerj Media...

2023-12-1317 min

Service Intel A Collaboration with AI in Business Podcast: AI Solutions for B2B Customer ExperiencesToday'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 customer experiences in field service across multiple industrial sectors from heavy equipment to healthcare.

2023-12-0519 min

The AI in Business Podcast AI Solutions for B2B Customer Experiences - with Shahar Chen of AquantToday's guest is Shahar Chen, CEO and Co-founder of Aquant. Aquant is an AI-powered tech company that builds a co-pilot platform for service workflows. Shahar joins us on today's show to talk about the role generative AI-enhanced co-pilot platforms can play, particularly in improving B2B customer experiences in field service across multiple industrial sectors from heavy industry to healthcare. This episode is sponsored by Aquant. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

2023-11-2219 min

Service Intel 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 CX one to remember. Bob also shares how Dell moved from old-school service tactics to new-school methods like self-service, social media, chatbots, and beyond.

2023-11-2025 min

Service Intel Whirlpool: How Whirlpool is Revolutionizing the Third-Party ModelMatt 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 experienced. He also shares how the company handles employee training, knowledge sharing, and the role technology will play in the service Whirlpool delivers to customers.

2023-11-0725 min

Service Intel National Instruments (Emerson): Jerry GrossOver 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 by Emerson -- here to explore the evolution of predictive maintenance in the field service industry.

2023-10-2431 min

Service Intel Tiffin Motorhomes: Enhancing Customer Satisfaction in The RV IndustryIn 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 do to enhance customer satisfaction in the RV Industry, and how they’re leveraging technology to meet these new demands.

2023-10-1024 min

Labda Podcast ༼ལབ་ད།༽India to USA, US Politics, Technology | Tenzin Dechen w/t Tsering Norbu - LabdaTenzin Dechen la is an active community member, served several roles in Tibetan Administration and volunteered in various communities programs and events. He currently works as Senior Customer Success Manager at a tech company, Aquant. I am pleased to have him with us today. He told us his journey from India to US and we discussed US politics, technological breakthroughs and so on. YouTube: https://www.youtube.com/channel/UCvk-DfT2JeDxOPBSaY-1D1w

2023-06-211h 02

Olim Designers Как сменить работу тому, кто засиделсяБеседа с Mariya Lambrianov, Product Designer at Aquant (Service Intelligence Platform), ex CET (The Center for Educational Technology), где она проработала почти 12 лет. Смена работы – это стресс, особенно если ты давно не выходил на рынок труда, привык к определенному порядку вещей и корпоративной культуре своей компании. Наш мозг редко готов к резким сменам обстановки, а тут еще и нужно заново доказывать, что ты чего-то да стоишь. Рассмотрели тему со всех углов: – Когда возможности внутри компании исчерпаны? – Рынок труда: козыри и факапы долгого стажа на одном месте – Расширение кругозора: о личном бренде, менторстве и дизайнерских сообществах ИзраиляПоддержать развитие сообществаЛИНКИ СПИКЕРА LinkedInFacebookРЕКОМЕНДУЕМЫЕ Книга: Майкл Джанда - Сожги своё портфолиоФильм: ShirobakoДИЗАЙНЕРСКИЕ СООБЩЕСТВА ИЗРАИЛЯ Startup DesignersWE - Women Experience (XX+UX Israel)Designers 2.0Все для портфолиоUX/UI Israel DesignersProduct LoungeUXr (English)Solo Designers in StartupНАД ВЫПУСКОМ РАБОТАЛИ Nataliia Livshits - ведущая, монтаж видео/аудио, организатор продакшенаIrina Maltseva - реализация запускаDima Hilko - реализация запускаAnna Davydov - организатор продакшенаAnna Tsimerman - организатор продакшенаSerafima Goldenberg - организатор продакшена𝗢𝗟𝗜𝗠 𝗗𝗘𝗦𝗜𝗚𝗡𝗘𝗥𝗦 Сообщество дизайнеров-репатриантов — это комьюнити русскоязычных дизайнеров в Израиле. Если вы недавно репатриировались или только собираетесь, и вам нужна помощь в адаптации в новой стране, нетворкинге, поиске работы, или просто поддержка — присоединяйтесь к нам. Если вы готовы делиться сво

2023-05-021h 25

Service Intel Shannon Tymosko: Prioritizing mental health in a male dominated industryIn 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 industries.

2023-03-2823 min

Service Intel Siemens Healthineers: Adding Value and Increasing RevenueIn 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 philosophy around service contracts and Siemen's unique approach to approaching customers with service contracts to improve customer uptime and generate company revenue.

2023-03-1434 min

Service Intel SAM Service: Leadership styles and best practices to run a successful service businessIn 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 in the industry since he first started working in service. The episode closes out with tips and advice on how leaders can run successful service businesses and stay competitive in today’s environment.

2023-02-2834 min

Service Intel Haemonetics: Best practices for kickstarting a digital transformation projectIn 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 invest in tech, choosing the right technology partner, and building a business case that will get buy-in from leadership.

2023-02-1433 min

Service Intel ABB: The rise of third-party field service teamsSubcontractor 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 latest episode of Service Intel to discuss trends related to third parties and contractor work.

2023-01-3130 min

Service Intel United Service Technologies: Hiring, retaining, and managing a multigenerational workforceRodger 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 organizational structures and how to navigate cultural issues during a merger or acquisition, specifically as it relates to its impact on various generations of workers.

2023-01-1725 min

Service Intel National Instruments: Building an Inclusive Work CultureIn 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 National Instruments — one that accounts for the unique needs of employees with diverse physical and mental abilities. He talks about his company’s inclusion resource groups and the importance of understanding what different team members need to succeed in their roles.

2023-01-0322 min

Service Intel Lifescan: How to take a more proactive approach to call dataTune 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 his team's experience using technology during the call monitoring process and its impact on the way they deliver service. He also shares thoughts about using data for market research, satisfaction feedback surveys, and how to choose the right technology partner.

2022-12-1334 min

Service Intel Philips: Sales sells the piece of equipment, service brings the customer backSales sells the piece of equipment, service brings the customer back – that’s the topic of this week’s podcast. In this episode, Peter Lee, Sr. Manager, Service Sales and Marketing at Philips joins Sidney Lara to discuss the differences between sales and service teams. Peter shares key strategies to sell service and drive revenue and explains why he believes the point of sale is the easiest and most effective way to sell service.

2022-11-2930 min

Service Council inService™ Podcast Series EP31 - Creating an Intelligence Powerhouse with Shahar Chen, AquantLooking to master the rising complexity of machinery? It’s time to leverage service and data intelligence, — especially if you are an organization looking to deliver value to customers in 2023 and beyond. According to the Service Council’s 2022 Voice of the Field Service Engineer survey: > 84% of frontline agents believe the knowledge required to be effective has increased. > 82% believe the work requires greater technical knowledge. > 65% believe the products being serviced are more complex. Tune into the latest episode of the inService Podcast Live with host, John Carroll, as he welcomes Shahar Chen, CEO an...

2022-11-1845 min

Service Intel Integra LifeSciences: Managing work-life balance in the service industryLacey Gigante, Director of Post-Market Surveillance at Integra LifeSciences, a surgical and medical equipment manufacturer. Lacey has spent her entire career in the highly-regulated and fast-paced med-device industry. She shares her experience learning how to manage work-life balance and provides leadership tips to enable teams to thrive. She explores this topic in-depth for our listeners in an episode packed with practical advice.

2022-11-1526 min

Service Intel Service Intel - Season 2 TrailerAquant's Service Intel podcast is back! This season, our host Sidney Lara, Aquant's Service Principal, is connecting with leaders across the industry to openly discuss challenges, wins, and everything related to the next generation of field service.We’re super excited to get into it and have so much in store for you this season. We will share new episodes on a bi-weekly basis so be sure to download the podcast to keep up with the conversation.

2022-11-0701 min

Work and the Future Episode 82: Is it Time to Deconstruct Jobs?Is it time to deconstruct jobs and how do we do that? On this episode Linda Nazareth is joined by Ravin Jesuthasan, co-author of the Wall Street Journal bestseller Work Without Jobs How to Reboot Your Organization’s Work Operating System. They talk about why it may be time for a radically new way of looking at work and why the systems we have now around work are out-dated. Going forward, we may need to think in terms of a new “work operating system” that deconstructs jobs into their component parts and then reconstructs them in a way that reflects th...

2022-09-0720 min

Service Intel Comfort Systems USA Mtech - Thinking Outside the Technician Box: Structural Logistics to Optimize Customer SatisfactionDoes your service organization ask the right questions? On episode 8, Curtis Novinger, VP Service Operations, Comfort Systems USA - Mtech, emphasizes that data isn't the only thing that changes companies; it's about the people! He discusses the need to manage traditional KPIs while also using data to identify biases that could be caused by how a business is structured. Organizations need to step back and take a more logical approach in customer experience, optimizing satisfaction. Tune in as Curtis challenges the listener to rethink recruiting, expand what they may perceive as the “limited” available workforce and to hire logistics expe...

2021-12-2930 min

Service Intel VBR Turbine - From Maintenance, Repair and Operations (MRO) to Internal IoT & BeyondPatrick Jansen, Chief Services Officer at VBR Turbine Partners, joins us to discuss VBR’s transformation of field service and digital iOT support performing remote troubleshooting and diagnostics and going from an MRO, working on turbines themselves along with the instrumentation, to also being a software developer. Tune in to listen to this unique journey as products become more software driven over time with remote system capabilities.

2021-12-1233 min

Service Intel Tetra Pak - What is Overall Equipment Effectiveness (OEE)? Availability, Performance, & QualitySasha Ilyukhin, SVP of Customer Service Operations at Tetra Pak, dives into OEE and the goals OEM’s try to achieve with these measures. What is the importance of properly harvesting data as the first step in the journey? Is it better to build strategic partnerships rather than the do it yourself approach? How about sustainability in service, data driven decision making’s role in improving mutual trust, and the need for proactive maintenance? Why does equipment gets more expensive as it ages, and should we focus on people over the technology? Tune in to find out!

2021-11-1538 min

Service Intel Swisslog Healthcare - Hiring Optimization in Field Service through Diversified CandidatesOn this episode of the Service Intel Podcast we have Roy Dockery - the Vice President of Customer Care at Swisslog Healthcare. Roy gives the blueprint for obtaining more diverse candidates and emphasizes the need for a shifted hiring focus in service and its tremendous benefit. He also describes the importance of avoiding hyper segmentation of your workforce, navigating onsite technician logistics and vendor credentialing through covid, the need to make sure techs are well versed and can fix multiple types of machines and more!

2021-10-1834 min

Service Intel Ortho Clinical Diagnostics - Smart Proactive Service: Empowering & Supporting the CustomerLinda Tucci, the Senior Global Director of Technical Solutions at Ortho Clinical Diagnostics, takes us through the journey of a new era in customer support. Emphasizing that a one-size-fits-all approach doesn’t work for every client, Linda explains why it’s crucial for customers to be able to flag issues as they build out their technology roadmap from vast global perspectives. To help streamline communication, Ortho created a smart service program that uses proactive alerts and algorithms to provide continuous access to great data and experts. Learn how Linda and Ortho are creating virtual training opportunities and perfecting the enti...

2021-09-2431 min

Service Intel NCR - Training: its Global Impact on Product, Satisfaction, & BeyondFor episode 3 we have Jason Holland, Technical Learning Leader at NCR. Jason describes their one-of-a-kind global tech support that involves blended learning across engineering and training departments to provide a “voice of the field technician." This is a critical step that lets the service department provide feedback to product development. He also explains how the company is working to improve customer satisfaction and employee morale, and how these changes lead to better service outcomes. Lastly, learn about NCR's journey from a reactive to proactive service team thanks to the help of predictive analytics.

2021-09-0134 min

Service Intel Agilent - Metrics, Equipment, the Customer and YouOn the very first episode of the Service Intel podcast, our expert host Sidney Lara, Service Principal at Aquant, is joined by Marco De Sanctis, Service manager at Agilent Technologies. Marco dives into importance of remote resolution, evolution of the equipment through feedback and design playing a pivotal role, which metrics matter most and how this has changed over time, avoiding recurring failures, importance of surveying customers for feedback, preventive maintenance best practices, the need for crucial insights to evaluate service teams, and keeping his team motivated coming full circle with customer satisfaction.

2021-08-1633 min

Service Intel Konecranes - Leveraging & Structuring Data with Full Organizational Alignment in ServiceOn episode 2 of the Service Intel Podcast, Sidney is joined by Nave Orgad, the Director of Service Innovation and Service Agreements at Konecranes. Nave describes how he has leveraged data to best promote field service offerings, going from a cost center to a profit center, the need for technician soft skills in order to upsell service, and the importance of having access to parts onsite and how to obtain this effectively. Nave also dives into the need for alignment between product development and service team, explaining successful cross functional troubleshooting within service as an organization. He emphasizes the necessity o...

2021-08-1634 min

20MinuteLeaders Ep297: Gil Dibner | Founder & General Partner at Angular VenturesGil Dibner is the founder of Angular Ventures, a $41M early-stage venture fund based in London and Tel Aviv, founded in 2018. Angular Ventures backs enterprise-oriented startups building global category leaders. Prior to founding Angular Ventures, Gil established and led the largest AngelList syndicate outside the US that is exclusively focused on European and Israeli enterprise technology. He is an active early-stage investor in European and Israeli technology companies including Aquant, Chorus, Front, Resin, Moltin, Snyk, and many others.

2021-02-2425 min