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VIDEO REPORTS:

Field Service News Video Reports are designed to go beyond the headlines, beyond the talking points and beyond the data and to find further insight and analysis of genuine value for field service leaders.

FSN Premium subscribers and FSN Elite Members get full access to all of the video reports in our archive and advanced screenings on all new releases.

We also offer a free-forever subscription which provides time-limited access to 6 premium resources a month. 

To subscribe or find out more about the other subscription benefits available on our various subscription tiers  visit www.fieldservicenews.com/subscribe

Alternatively, if you would prefer to access this content without subscribing, all FSN Premium resources are available in our store which is available @ elite.fieldservicenews.com/catalogue


 

(2021) Research Debrief:  Understanding Virtual Field Service: Part Two (48 mins)

 

Having published the findings of an exclusive research study with Salesforce to understand what the dramatic rise of remote service within our sector will mean for the future, Field Service News Editor-in-Chief is now joined by Salesforce's Sassi Idan, Michele Federici and Michael Kuebel to talk through the findings of this important research project and extrapolate further meaning and insight from the data. 

In the concluding video report of this two part session the group discuss...

  • Is the implementation of the technology the easiest part of adopting remote services?
  • What are the Challenges and opportunities that come from embracing a world of remote service delivery?
  • Is the biggest challenge with remote service a lack of skill-sets on the customer side?
  • What does service excellence look like when it comes to remote service delivery?

These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.


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(2021) Research Debrief:  Benchmarking the New Normal - Part Two (44 mins)

 

 

In this exclusive debrief session Kris Oldland, Editor-in-Chief, Field Service News, is joined by FieldAware's Marc Tatarsky and Steve Mason to look through the findings of this groundbreaking research in greater detail. 

In the second part of this deep-dive into understanding what the findings of this study mean for the global field service sector the group discuss...

  • We are now in an era of connected field service - 76% of companies state they have the capability to read data from their assets in the field
  • Many companies have extensive connectivity across their install base - 39% of the companies which have IoT capabilities have this across 75% or more of their assets. 
  • However, the data being received is not being used well -  34% of field service companies admit they are not using asset data effectively.  
  • Our industry is in a state of flux  - the split between companies being predominantly proactive and reactive in their approach to service delivery is almost exactly even
  • The pandemic was an accelerant of existing plans - 64% of companies already had a digital transformation plan in place, however, 67% of these companies stated that the pandemic accelerated these plans. 
  • Despite everything, the industry outlook is positive - 76% of field service companies state that their focus across the next 12 months will be on growth rather than survival

These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.


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(2021) Research Debrief:  Understanding Virtual Field Service: Part One (50 mins)

 

 

Having published the findings of an exclusive research study with Salesforce to understand what the dramatic rise of remote service within our sector will mean for the future, Field Service News Editor-in-Chief is now joined by Salesforce's Sassi Idan, Michele Federici and Michael Kuebel to talk through the findings of this important research project and extrapolate further meaning and insight from the data. 

In the first video report of this two part session the group discuss...

  • Reduced overheads are a benefit for service providers but do our customers want lower costs or is service excellence the key factor?
  • What does the increase in speed remote service delivers mean for the field service sector?
  • Are the varying sophistication levels of the tools currently available too confusing for adoption?
  • Is the implementation of the technology the easiest part of adopting remote services?

These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.

For a limited time this exclusive video will be available on our FSN Standard subscription tier before it becomes available exclusively to FSN Premium members. If you are currently on the free FSN standard tier access the video now before it is too late.


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(2020) Research Debrief: Benchmarking the new normal (40 mins)

 

In the widest research report ever conducted by Field Service News we spoke to over 230 field service management professionals worldwide to understand what trends are emerging as we collectively build the new normal. 

Kris Oldland is joined by FieldAware's Marc Tatarsky and Steve Mason to look through the findings in greater detail. In the first part of this two part deep-dive into understanding what the findings of this study mean for the global field service sector the group discuss...

  • The financial impact of the pandemic - 57% of companies have faced issues with customers being unable to pay for services.
  • Introduction of customer prioritisation - 63% of field service companies state that they have had to introduce some level of customer prioritisation as a result of the pandemic and 49% of these believe this approach will remain in place after the pandemic. 
  • Getting closer to the customer - 35% of field service companies state the amount of time they spend communicating with their customers has increased during the pandemic with 67% of  respondents stating they speak to customers at least once a week.  

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(2020) Video Report:  The Grown Up Gig Economy (16 mins)

 

 

In this video report we debunk some of the myths around the gig economy and its role in field service... 

The gig economy can play a huge part in helping field service companies meet increasing demand. Yet when we discuss the economy the conversation often centres around millennials and Generation Z, yet for field service, in particular, there is a wealth of more mature gig-workers that can add expertise, experience and excellence to your field service operations.


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(2020) ThinkTank Debrief: Digitalization, Servitization, Recovery (1 hour and 47 mins)

 

To try to make sense of the rapid change the pandemic has brought to our industry, Field Service News hosted a series of Think Tank sessions, here we dissect those discussions and unpack all the insight from hours of conversations with senior field service leaders...

In the last few months Field Service News, in partnership with ServiceMax have hosted a series of behind closed door Think Tank session which have seen senior field service leaders discuss the challenges of the last few months. In this exclusive session, we breakdown the key points raised and analyse what they mean for the field service sector. Join Kris Oldland, Coen Jeukens, Kieran Notter and Daniel Brabec as they breakdown some of the most important conversations the field service sector to be held in 2020.


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(2019) Video Report: The Changing World of Field Service (50 mins)

Screenshot 2020-12-03 at 22.41.00

The world of field service is set for huge evolution, but how will we move beyond the status quo and what will the future of our sector look like?

Kris Oldland, Editor-in-Chief, Field Service News and John Hunt, Managing Director, EMEA, Astea (now part of IFS) return to dive deep into some of the key shifts being faced by Field Service Organisations and discuss how Service Leaders should adapt to accommodate these changes.


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(2019) Research Debrief: Key Trends Amongst Service-Centric Manufacturers (1 hour 20 mins) 

servicecentric manufacturingA 2019 research study reveals interesting trends amongst service centric manufacturers... 

Kris Oldland, Field Service News Editor-in-Chief is joined by John Hunt, Managing Director, EMEA, Astea as they take a deep dive into some of the key insights revealed in a recent research project hosted by Astea (now part of IFS).

Some of the key discussion points include:

  • How 75% of survey respondents claim service revenue has increased over the last 5 years.
  • What can service organisations learn from how the software sector regarding X-as-a-Service?
  • Why 84% of survey respondents claim that managing evolving customer expectations is among their biggest 2019 challenges.

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(2019) Video Report: Is data a fundamental building block of service excellence? (1 hour and 10 minutes) 

 

Screenshot 2020-12-03 at 12.57.53We often hear that data is the new oil of the twenty-first century, but does that hold true within a field service context?

 In this in-depth session from 2019, featuring Cognito's David Webb and Dave Bochenski as well as Konica Minolta Head of Direct Service Ged Cranny and presented by Field Service News Editor in Chief Kris Oldland we explore the future of field service and ask just how critical the role of good data analytics will be in the future of field service.

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(2018 ) Research Debrief: The Changing Face of the Field Service Engineer (55 mins)

The Changing Face of the Field Service Engineer

Exclusive Field Service News Research study from 2018 helps us identify what technologies best-in-class companies are utilising to empower their field service engineers...   

Kris Oldland, Field Service News, Editor-in-Chief, is joined by ServiceMax from GE's Kieran Notter as they explore the findings of our latest research project which looked at the continuing evolution of the role of the field engineer.

This follows on from our exclusive report which outlined the findings of the research which involved input from over 125 field service professionals and digs deep into how field service companies are seeking to engage and empower the field workforce of tomorrow... 

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(2018) Video Report: Bridging the Gap - The Customer and the Mobile Workforce (25 mins)

Screen Shot 2018-12-23 at 13.27.47In an age of digitalisation, connected assets and powerful artificial intelligence has your company bridged the gap between your customers and your mobile workforce? 

In this video report Kris Oldland, Editor-in-Chief, Field Service News is joined by Scott Flatman, Regional Sales Director, Salesforce and John McCarthy CRM Manager, Daikin Applied UK as they discuss the technology and trends driving field service companies forwards and how Daiken Applied UK are working with Salesforce to improve their own field service delivery...


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(2018) Video Report: The Continuing Evolution of Rugged Mobile Computing (40 minutes)

 

The Continuing Evolution of Rugged Mobile Field Service engineers are increasingly reliant upon the mobile tools that they are provided with - so how do we ensure we are giving them the best tools to do their job? 

Kris Oldland, Field Service News Editor-in-Chief is joined by Steve Priestly and Cliff Adams of Xplore Technologies and Bob Ashenbrenner Durable Mobile Technologies for this 2018 video report, as they discuss whether the lines between rugged and consumer devices are blurring, how long companies should be looking to use mobile devices before they become out of date and take a look at Xplore's new 2-1 and handheld rugged devices the X-Book and the M60.

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