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From The Editor | Sarah Nicastro | July Insider
I’ve just got home from watching my son Evan’s second-to-last baseball game of the season. He’s played soccer/football and basketball for years but decided just last fall to try out baseball – this is his second season, on a 12U team named the Mighty Ducks. Game after game we’ve watched him try with al...
STAND OUT 50 | Leader Spotlight| Insider July
An exclusive Q&A with Stand Out 50 leader Brian Gallipeau — on AI in service, the power of Gemba, what it means to listen to understand, and why family keeps him grounded above all else.
Brian Gallipeau is SVP Americas Service at Diebold Nixdorf, a global leader in connected commer...
For years, service leaders have focused on optimizing their own operations. Improve response times. Increase first-time fix rates. Drive technician productivity. Improve customer satisfaction scores.
Yes, those priorities remain important—essential, in fact. The challenge is that they are no longer enough.
Not long ago,
UNSCRIPTED — EPISODE 370 • SERVICE STRATEGY
Brad Haeberle, EVP of Services for Smart Infrastructure Buildings at Siemens, joins Sarah Nicastro for a sharp, experience-led conversation on what it really takes to build a service business — not just run a service organization.
Most service organizations are focused on optimizing their ow...
By Sarah Nicastro, Creator and Editor in Chief, Future of Field Service
One of the themes that has come up repeatedly in conversations throughout my career is how many people serendipitously end up in field service. That includes myself – I wrote about my