Shows
The AI in Business PodcastBalancing 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 PodcastTurning 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 PodcastMoving 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
Fresh AI17 - Anaconda’s $150M Leap: Transforming Python for Enterprise AI17 - Anaconda's $150M Leap: Transforming Python for Enterprise AI
2025-08-06
Explore how Anaconda's latest funding round is propelling its evolution from a Python distribution platform to a key player in enterprise AI. Discover the strategic partnerships and innovations driving this transformation, alongside insights into Aquant's customizable AI solutions and SingleStore's expansion into Japan. Plus, learn about the latest advancements in AI security and deployment efficiency with Straiker and Helix 2.0.
Sources:
https://theaiinsider.tech/2025/08/05/anaconda-secures-over-150m-in-series-c-funding-to-power-ai-for-the-enterprise/
https://siliconangle.com/2025/08/05/aquant-launches-agentic-ai-platform-help-service-teams-build-custom-ai-agents/
https://worldbusinessoutlook.com/singlestore-expands-into-japan-to-boost-global-enterprise-ai-innovation/
https://aithority.com/machine-learning/straiker-introduces-industrys-first-attack-and-defense-agents-to-secure-enterprise-agentic-ai-applications/
2025-08-0612 min
Service Council inService™ Podcast SeriesEP87 - 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 PodcastHow 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 PodcastWhy 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 PodcastWhat 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
Service Council inService™ Podcast SeriesEP78 - 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 IntelAI 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 minService IntelBuilding 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 minService IntelAI 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 minService IntelService 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 minService IntelWaters: 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 minService IntelCoherent: 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 minService IntelIFS: 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 minService IntelCytiva: 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 SeriesEP68 - 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 PodcastAre 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
Tech SalescraftRethinking Sales Leadership | Melanie Abt, VP of Sales EMEA at AquantIn this episode, host James Hounslow welcomes Melanie Abt, VP of Sales EMEA at Aquant, to discuss her career transition from large organisations to the fast-paced environment of AI startups. Melanie talks about her background in engineering, how it shaped her approach to sales, and why she ultimately found her place in the startup world. She highlights the differences between working in large organisations versus startups and shares her strategies for building and scaling sales teams across the EMEA region.Tune in to learn from Melanie’s experiences, her insights on leadership, and how she’s app...
2024-09-1044 min
IMD Industry InsightsAquant 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 minThe Service Transformation PodcastHow 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 minThe Service Transformation PodcastBoosting 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 PodcastAddressing 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 SeriesEP63 - 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 PodcastLeveraging 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 PodcastThe 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 minService IntelComfort 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 minService IntelService 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 minService IntelData-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 SeriesEP54 - 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 minService IntelBuilding 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 minService IntelEmbracing 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 PodcastLeveling-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 minService IntelAI 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 minService IntelStreamlining 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 PodcastCollecting 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 minService IntelA 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 PodcastAI 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 minService IntelDell 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 minService IntelWhirlpool: 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 minService IntelNational 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 minService IntelTiffin 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
Sales CoachGetting the Tribal Buy-In w/ Tas Hirani😬 When there is a lack of understanding of your audience your enablement delivery is disconnected from reality. So how can it possibly be successful? The latest Sales Coach Podcast is now LIVE❗️ My guest this week is Tas Hirani, Global Director of Product Marketing & Enablement at Aquant. 👉🏻 Today, you'll learn about the following, plus much more: 💥 The importance of nailing WIIFM 💥 How bite-sized training can have impact 💥 Why context matters Check out the episode now! And subscribe to get more episodes like this one!
2023-07-1323 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 DesignersКак 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
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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 25Service IntelShannon 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 minService IntelSiemens 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 minService IntelSAM 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 minService IntelHaemonetics: 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 minService IntelABB: 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 minService IntelUnited 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 minService IntelNational 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 minService IntelLifescan: 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 minService IntelPhilips: 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 SeriesEP31 - 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 minService IntelIntegra 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 minService IntelService 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 FutureEpisode 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 IntelComfort 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 IntelVBR 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 IntelTetra 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 IntelSwisslog 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 IntelOrtho 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 IntelNCR - 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 IntelAgilent - 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 IntelKonecranes - 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
Warranty IntelPanasonic and Domestic & General - Innovation in Warranty: Building Customer Loyalty By Embracing TechnologyListen to the roundtable discussion with warranty experts: Michelle Esgar, Senior Group Manager, Marketing and Brand Experience, Panasonic, Taj Mian, International Business Development Director, Domestic & General, and Sidney Lara, Service Principal, Aquant, discuss all things warranty including customer retention and loyalty. Additional topics covered include:How technology can help harness and transform business models for better warranty managementHow warranty has changed the way we buy products, establish customer relationships, loyalty and develop service contractsInnovation in warranty - what major shifts are rising within the warranty industry
2021-06-1457 min
Warranty IntelStarr - Organizational and Risk StructureStarr’s VP of Extended Warranty, Matt Taylor wears a lot of hats. He’s a trusted advisor to OEMs and helps them navigate warranty challenges through creative risk structure, emphasizing the importance of a strong backbone of legal compliance and actuary programs. Listen to the podcast as Matt explains how these strategies give them the ability to deliver better customer experiences, embedding membership components as well to make it more of a value, and thinking outside the box for more ways to protect customers and see a few steps ahead.
2021-03-1932 min
Warranty IntelNavistar - Data Transformation in WarrantyIn the latest podcast, Joe Werth, VP of New Product Development at Navistar discusses how data has transformed every part of the organization. He talks about how better data has enabled a move towards predictive analytics, helping the team to identify issues sooner, solve problems faster, and improve customer uptime. He also addresses best practices for using data across teams (beyond simply warranty) to improve the entire customer lifecycle from product development to sales and repair.
2021-02-2531 min
20MinuteLeadersEp297: 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
Warranty IntelSamsung - New Era of Enhancing Quantity & Quality of Warranty ProgramsDon’t wait for a customer’s product to break down to engage with them. Stay in steady contact. Lindsey Mannix, Senior Manager at Samsung emphasizes customer relationships throughout the entire lifecycle of product ownership. Listen to our new episode, where she walks us through her success in developing nearly 30 warranty projects in a year. Lindsey describes how agile scrum helped them pivot against market challenges, she provides insights into the future of subscription models, and explains Samsung’s device-as-a-service strategic roll out.
2021-02-1532 min
Warranty IntelDomestic & General - Why Loyalty Matters in Warranty“Keeping promises is pivotal to creating brand and product ambassadors.” That’s according to Taj Mian, Business Development Director at Domestic & General. Listen to the latest podcast episode as he explains how this core value is key in today’s service chain. He’ll detail how they’ve stayed on top of industry shifts, in part by using service plans as a way to add value for consumers, and how they put the focus on retention programs that emphasize growth rather than simply retention, and more.
2021-01-2838 min
Warranty IntelNationwide Marketing Group - Managing Warranty Risk and PerceptionImplementing and growing warranty programs to help mom & pop retailers thrive is the name of the game for Chad Burris, the Director of Product Protection at Nationwide Marketing Group. Tune in to learn how he balances risk, creativity, and remarketing campaigns as a way to change the perception of warranty's role in business.
2021-01-1430 min
Warranty IntelPanasonic - Driving Consumer Engagement & Brand Experience with WarrantyA comprehensive warranty or a product discount? Which one of those is more attractive to consumers, ultimately driving them to make a purchase? Hear Michelle Esgar, Manager of Brand Experience at Panasonic detail what her team has learned about the shifting consumer perspective on how warranty supports brand value and pricing, the ways that Panasonic has gotten more creative with warranty offerings, how different generations view warranty as a value-add, and much more.
2020-12-1732 min
Warranty IntelKomatsu - Evolution of Warranty in the World of ServiceCustomers want to achieve specific outcomes, and that’s where Rich Smith, VP of Product and Services at Komatsu, sees the future of warranty in his industry. Smith joins us to discuss how warranty is changing and is being leveraged to create profitable service contracts that lead to machine uptime. He also chimes in about evolving customer expectations, how warranty can lead to better product sales and marketing, how data is key to warranty management, and how warranty and service are deeply connected.
2020-12-1735 min
Warranty IntelWelcome to Warranty IntelTune in each week for an insider’s perspective on extended warranty, service contracts, claims processing, warranty as a service differentiator, management strategies, consumer preferences, how technology is revolutionizing the space, and everything in between.
2020-12-1603 min