How can service leaders build organizations where humanity is not just a value but a daily practice? In this special episode, Service Council Founder and CEO, John Carroll, and seasoned service leader, Bob Feiner, unpack the roadmap laid out in their new book, Service is Humanity.

John and Bob will explore the principles that define a “humanity mindset” in service and share real-world examples of where this approach has transformed teams, customer relationships, and entire organizations. From embedding empathy into operations to aligning technology and talent strategies with purpose, they’ll outline practical steps leaders can take to create cultures where service is both a business driver and a human commitment. This conversation blends strategy and story, leaving listeners with a starter kit for deploying the humanity mindset in ways that elevate both frontline performance and customer impact.

For service leaders, warranty and service contracts processes have long been a source of hidden cost, customer frustration, and frontline burnout. As equipment and the associated service offerings become more complex and customer expectations rise, the old way of stacking business rules simply can’t keep up. That’s why the shift to AI-driven warranty intelligence isn’t just about upgrading technology and updating business rules, but about having a lever for growth, efficiency, and experience that reshapes the overall service strategy.

Tune in on September 4th at 12pm EST for the next episode of the inService Podcast Live. We’ll be joined by Josh Russell, VP of Products for Circuitry.ai to explore how AI is reshaping the service experience for complex and critical equipment. Drawing on decades of experience in warranty systems and service enablement, Josh will unpack why legacy approaches fall short, how AI makes a measurable impact across the service ecosystem, and what this transformation means for the maturity of service organizations.

Josh Russell is an accomplished product leader driving innovation in the SaaS landscape. As Vice President of Product at Circuitry.ai, he brings over 20 years of engineering expertise and extensive domain experience in after sales and support to deliver transformative SaaS software solutions. With a proven track record at Syncron, leading the Product and Consulting Excellence department, Josh has delivered solutions for Fortune 500 clients, including Philips Medical Devices, Cummins Engines, AGCO, and Kohler Power. His ability to optimize service lifecycle management while fostering a culture of continuous improvement has established him as a forward-thinking executive in product strategy and service fulfillment management. Josh’s blend of technical knowledge, collaborative leadership, and customer-first vision continues to push boundaries and elevate industry standards.

For service leaders, achieving interpreted visibility and widespread trust in supply chain data is more critical than ever. And yet, Service Council research shows that less than 20% of executives rank supply chain metrics among their top 3 KPIs for controlling the overall health of the service business or to drive strategic decision-making, even though these metrics strongly influence revenue growth, profitability, and customer experience (CX). How can companies evolve from an efficiency-driven approach enabled largely by supply chain automation, to a more mature state that capitalizes on the data that is collected across the network to fuel the reliability and value from simulating complex scenarios, incorporates resilience as a strategic decision, and proactively identifies trends and performance improvement opportunities in the network which would otherwise go unnoticed?

On the next episode of the inService Podcast Live, Priya Sharma, supply chain expert and Director of Global Product and Innovation for DHL, explores why connecting and digitizing supply chain performance is essential to anticipating the consequences of uncertainty, proactively assessing and optimizing networks, and quickly responding to complex challenges such as geopolitical shifts and evolving customer expectations.

In a business environment where customer expectations evolve faster than ever, organizations are being challenged to move beyond basic service delivery to create holistic, emotionally resonant experiences.

Join us on Thursday, August 21st, as we welcome Antonia Hock, President & Founder of The AHA Group, to explore the powerful convergence of service, experience, and hospitality—and why understanding the distinction between these often-conflated concepts is critical for organizations aiming to deliver transformational value. We’ll offer cross-industry lessons that B2B companies can learn from the consumer and hospitality sectors, as well as a practical framework for organizations seeking to evolve from transactional service providers to relationship-centric experience leaders.

Antonia Hock is a globally recognized customer experience designer, luxury innovator, and transformation leader who has driven over 200+ high-impact initiatives across industries. She is the former Global Head of The Ritz-Carlton Leadership Center and has held executive roles at Microsoft, HP, and Siemens, where she led major transformation efforts for Fortune 100 clients. Known for creating groundbreaking experience models and IP adopted by top global brands, Antonia blends deep cross-industry expertise with a passion for delivering unmatched customer journeys, sustainable strategies, and results that endure.

In today’s service landscape, predictive intelligence is no longer a futuristic vision — it’s a critical differentiator. Yet many organizations are held back by inconsistent data quality, unclear outcomes, and a widespread lack of trust in their own systems. This leads to a dilemma that many service leaders are grappling with: should they wait for perfect data, or should they start building momentum with the data they already have? How can they achieve and capitalize on “good enough data”?

Tune in on Thursday, August 7th at 12pm EST, as we’re joined by Alice Bowen, Senior Portfolio Manager, Optra IoT – Connected Products at Lexmark. Drawing from real examples of customer success, Alice outlines how companies are overcoming knowledge base limitations, using AI to clean and connect service intelligence, and identifying new revenue streams through proactive data use. If you’re a service leader working to turn data into impact, this conversation offers actionable strategies to move forward with confidence, no matter where you’re starting.

As a Senior Portfolio Manager at Lexmark, Alice is responsible for the development and go-to-market strategy of their innovative solutions for connected products that leverage AI and IoT technologies. With 20+ years of experience in strategy, sales and operations, Alice has a proven track record of delivering value to customers, partners, and stakeholders across the globe, and is passionate about finding new ways to solve customer challenges.

Every 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 organizations are rethinking process clarity, frontline empowerment, and even commercial strategy by meeting techs where they are and reducing friction at every turn. Whether you're a service leader navigating AI strategy or a frontline advocate looking for smarter solutions, this conversation offers practical insights and strategies for transforming the frontline experience through AI.

Edwin Pahk is the Senior Vice President of Presales & Customer Success at Aquant, bringing over a decade of expertise in sales and product marketing within the tech industry. With a distinguished background in leadership positions at Salesforce and ClickSoftware, Edwin specializes in deploying and scaling AI solutions across enterprise organizations, ensuring their successful adoption and impact.

For service leaders chasing efficiency, profitability, and better customer outcomes, there’s one lever that’s often overlooked: service parts. Despite its central role in uptime, technician productivity, and customer satisfaction, parts strategy is rarely treated as a strategic priority. But amongst top performers, that’s changing—and fast.

Tune in as we’re joined by Cole Sutter, VP of Global Customer Success for Syncron. We’ll explore why service parts are becoming a critical pillar of modern service operations. Cole will share insights from the field on how companies are rethinking their approach to spare parts—not just as a logistics challenge, but as a driver of profitability, retention, and long-term customer value. Whether you’re focused on operational excellence, servitization, or workforce stability, this conversation will challenge how you think about your parts strategy—and what it could unlock.

Cole Sutter is Vice President of Global Customer Success at Syncron, where he leads customer satisfaction, retention, and value realization across the company’s global portfolio. Syncron empowers OEMs to sell more parts, more profitably, through aftermarket intelligence that seamlessly connects planning, pricing, warranty, and service. His career spans consulting, product operations, and customer success leadership, including previous roles as Syncron’s Chief Operating Officer of Products and Chief of Staff.

Field teams don’t know what to do with all that data—and it’s costing productivity. According to Service Council research, field service engineers are 7x more likely to say they have “too much” versus “not enough” data, highlighting the need to equip teams with the skills and tools to turn data into action and drive long-term efficiency. For service leaders who are intentional about simplifying the work-life of their frontline, the challenge is clear: how do you modernize operations and accelerate time to value without overloading the frontline?
On the latest episode of the inService™ Podcast, we’re joined by Kapil Singhal, CEO of Vyntelligence, to talk about what’s next for field service in an era of data fatigue, pressures to transform infrastructure and abundance of unstructured data. He shares how Agentic AI Video Intelligence is replacing legacy forms and fragmented workflows with guided, intelligent video—enabling teams and customers to “show and tell” rather than type and scroll. Drawing on real-world examples from utilities, telecom, and infrastructure, Kapil explains how video-led, AI-orchestrated workflows is enabling service leaders to reimagine work for their frontline by solving for the user first.
Kapil Singhal is the CEO and co-founder of Vyntelligence, a pioneering technology company driving sustainable innovation and advancing net-zero goals through a people-first approach to culture and data. With a background as a field service engineer, Kapil witnessed firsthand the inefficiencies caused by excessive administrative tasks and suboptimal data capture methods—insights that inspired him to create a simpler, more effective solution. Before founding Vyntelligence, Kapil held senior leadership roles at the Aricent Group, where he was instrumental in growing revenues from zero to £250 million across Europe, North America, and Australia, even during challenging economic periods like the 2008-2013 downturn. His career journey reflects his commitment to creating impactful solutions for both business and society.

In today’s fast-moving service landscape, leaders are being asked to drive growth, manage transformation, and deliver consistency—all while honoring the unique culture and history of the teams they lead. Many service leaders mind themselves with a dilemma: how can they enact transformation and scale operations without erasing what makes their organization special?

Tune into the inService™ Podcast as we’re joined by Adam Gloss, Chief Operating Officer at Impel. Drawing on his transition from a legacy organization to a startup-like landscape formed by mergers and acquisitions, Adam unpacks the complexity of effective change management, and the importance of creating environments that foster both trust and transformation. With a refreshing emphasis on humanity over hype, this episode goes beyond the buzzwords to examine how values, strategy, and adaptability intersect when growth is non-negotiable but culture still matters.
Adam’s career has spanned from small business to Fortune 50, and is marked by his ability to build high-performing businesses through a focus on strategy and alignment of people, systems, tools and process to achieve exceptional results. As Chief Operating Officer for Impel, Adam is building a world-class organization to impart new energy into flow management applications, delivering comprehensive solutions in field and shop services, supply, and engineered systems though its brands and branches.
Adam was recognized amongst 100 Service Visionaries by Hot Topics and IFS. He has been a featured speaker and panelist at multiple conferences and events in the Field Service and Mechanical Contracting Industries, as well as for organizations including BOMA and Efficiency First. He was a founding Advisory Committee member of the ACCA Building Performance Council and has been a contributor to BUILDINGS magazine, the HVAC/R News, and podcasts and webinars including “Future of Field Service” and more. 

As organizations accelerate digital transformation, the success of these initiatives increasingly depends on how well frontline teams adopt and engage with new technologies. However, there's often a critical gap between leadership expectations and the real-world experiences of field workers — a gap that threatens not just user satisfaction, but business outcomes.
Tune in on Thursday, May 15th at 12pm EST, as we’re joined by Justin Lake, CEO of Skyllful. We’ll unpack the critical misconception surrounding enterprise technology and highlight the unique complexities and risks field workers face when interacting with digital systems in high-stakes environments. We also discuss the concept of "The Last Mile" of tech deployments — where the true business value of technology investments is realized through frontline execution. By connecting human motivation, governance, and financial implications of poor tech engagement, the conversation offers a compelling case for why organizations must rethink how they position, support, and sustain technology initiatives.
Justin co-founded Skyllful with the mission of helping frontline employees use enterprise technology accurately, consistently, and independently—so that business processes are executed correctly, operational outcomes are optimized, and revenue is protected.
With decades of experience across mobile technology and frontline operations, Justin has worked in every part of the ecosystem, from wireless carriers to software development. But his real expertise comes from the field—riding with drivers, shadowing technicians, and uncovering the real-world barriers to adoption. He knows that when technology isn’t integrated into how work gets done, companies face inefficiencies, operational risks, and lost revenue.
Through Skyllful, Justin helps organizations bridge the gap between digital transformation and the frontline workforce, ensuring technology delivers measurable business impact.

Whether you're early in your service career or shaping global strategy, our next episode of the inService™ Podcast will be one you won’t want to miss! We’ll be sitting down with Eduardo Bonefont, the Worldwide VP of Technical Services for BD's Life Sciences segment, to reflect on his remarkable journey through the service and support industry. From leading complex international operations to driving business turnarounds as a Six Sigma Master Black Belt, Eduardo shares hard-earned insights on building team culture, learning to speak the C-Suite’s language, successful P&L management, and navigating service complexity.

Tune in on Thursday, May 1st at 12pm EST, as Eduardo shares his perspective—honed by a career spanning Services, Manufacturing, Supply Chain, Sales, and Marketing —on how the next generation of service professionals can build high-performing teams that consistently deliver value to customers.

Eduardo Bonefont is the Worldwide VP of Technical Services – Life Sciences Segment at Becton Dickinson, where he exercises his comprehensive global management and leadership experience in small-to-large businesses in Services, Marketing, Sales, Manufacturing, and Supply Chain. As a Six Sigma Master Black Belt, he has come to specialize in business expansion, startups, and turnarounds, with full P&L responsibility, in a variety of U.S.-based and international industries, and he has a proven track record in improving business performance with the rigor of consistently making operational, financial, and customer commitments.

For years, service organizations have measured the success of technology investments based on the return on investment. However, AI has flipped the script and brought into question some of the service leaders’ long-held assumptions. No longer just a standalone investment, AI is becoming ingrained throughout all aspects of service operations. As it moves beyond the limits of previous technology, service leaders must also move beyond outdated metrics to track its success and step into this new, AI-driven era of service.
Tune into the inService™ Podcast Live on Thursday, April 3rd, as we’re joined by Michael Hughes, Global Head of Service for Peak Scientific Instruments. Together, we’ll look at the implementation of digitization and AI within his service operations, and how they’re focusing on improving tools and technologies for technicians, rather than just ROI. He’ll discuss Peak Scientific’s AI journey, including how they hope to leverage AI to better shape the frontline experience, the challenges they want to solve and how they are moving beyond financial metrics to account for success.
Mike Hughes is currently the Global Head of Service at Peak Scientific Instruments Ltd. His responsibilities include leading a global service organization of over 170 field service engineers and technical support specialists. He also directly manages the Global Technical and Training functions. His tenure at Peak Scientific has been marked by significant achievements, such as introducing Peak Visual Support, an AR based platform to enable enhanced remote troubleshooting and diagnostics. He also developed a strategic approach to service contract sales, based on installed base contract connection rate, on time warranty conversion and contract renewals, which has contributed to the company’s commercial growth. Mike’s background lies in Six Sigma and process improvement, across operational, technical and commercial roles. Mike’s passion lies in developing data-driven strategies that align with the company’s goals and customer satisfaction. His experience in field service and his role in enhancing service delivery at Peak Scientific highlight his commitment to customer centric operational excellence.

Service Council research found that 63% of service leaders cite the “inability to predict demand with something other than historical data” as a reason for their service parts challenges. Why are so many organizations still relying on historical demand for spare parts planning, despite the clear advantages of leveraging IoT data, AI, and advanced analytics?
Tune into the inService™ Podcast Live as we’re joined by Franco Roversi, Solutions Engineer – EMEA, and Chad Hawkinson, Chief Innovation Officer, Baxter Planning. We’ll be diving deep into the evolving world of spare parts planning and supply chain optimization, including the challenges of transitioning from outdated methods, the impact of data readiness, and how modern tools can uncover hidden savings and drive strategic growth. We’ll also look at shifts in cost efficiency versus service levels, and AI's role in supply chain decisions. If you're looking for actionable insights on optimizing spare parts management and making data-driven decisions, this episode is packed with real-world examples and expert perspectives!
With 15 years of experience in Supply Chain Management, Franco Roversi has built a dynamic career across multiple supply chain domains including optimization, consultancy, technology implementation, and value creation. Franco has been with Baxter Planning for seven years, focusing on the Service Supply Chain, optimizing and enhancing customer efficiency, performance, and ensuring the seamless delivery of Baxter Planning's unique Planning as a Service (PaaS) offering.
Chad Hawkinson has over 20 years of management and product leadership experience in both private and public companies. Most recently, he was Chief Product Officer for Vertafore. Prior to Vertafore, Chad was the Senior Vice President and General Manager for a $350M division of IHS Markit, where he managed over 1,000 employees across product development, sales, marketing, data science, and professional services.

Mark your calendars for a very special episode of the inService Podcast, where we dive deep into the experiences, challenges and triumphs of women in service leadership. In this powerful conversation with QuidelOrtho colleagues and service leaders, Linda Tucci and Tammy DeWind, we’ll discuss the impact of leadership styles, the importance of mentorship, and strategies for creating inclusive work cultures that support women’s advancement.

Join us on Tuesday, March 25th, at 12PM ET, as we unpack key issues like the "glass ceiling," unconscious bias, and how to balance assertiveness with collaboration as a woman in leadership. Whether you're a woman striving for leadership or an ally looking to make a difference, this episode is filled with valuable insights and actionable advice to help break down barriers and drive meaningful change.

Industry veterans and colleagues for over a decade, Linda Tucci and Tammy DeWind both hold leadership roles in QuidelOrtho’s Technical Solutions Center, where they are responsible for the strategic direction and operations of providing remote technical support to customers and field escalation support.

Early 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 and customers while delivering measurable business outcomes.
Join the inService™ Podcast Live on Thursday, March 20th, as Aquant’s Director of Product Marketing, Tim Burge, stops by the studio. Together, we’ll dive into:
● The growing role of AI in field service operations and how its implementation is transforming leadership priorities
● How service leaders can overcome the challenge of aligning AI with constantly evolving corporate strategies
● Ways to manage internal adoption amidst frontline turnover
For over 15 years, Tim has been helping people solve real-world business problems using advanced data technologies. With experience in both the technology and agency worlds, Tim focuses on bridging the gap between business and technology and assisting organizations to become more data-driven.

Preventative maintenance agreements play a critical role in business growth. Not only do they secure contracts, but they also boost revenue and customer experience. It’s no surprise that many service leaders are turning to Artificial Intelligence (AI) to unlock new ways to deliver lasting value. The 2025 State of Artificial Intelligence and Service Technology revealed that over a third of service leaders see 'Predicting installed base maintenance needs at scale' and 'Proactively triggering service events' among the most urgent challenges to address through their AI and service technology efforts.
Join the inService™ Podcast Live on Thursday, March 6th at 12PM ET as we dive into the power of preventative maintenance agreements. Host Gerardo Pelayo and special guest, Alex Kablanian, General Manager of Commercial & Construction Markets at ServiceTitan, will discuss how organizations can connect every part of the process—from prospecting to converting service agreements—so you can better track, nurture, and expand opportunities. We’ll also talk AI strategies organizations can deploy to gain a competitive edge and build a foundation for lasting growth.
Alex Kablanian is the General Manager of Commercial & Construction Markets at ServiceTitan. With deep experience in the trades, Alex plays a key role in shaping and executing ServiceTitan’s strategy to empower the success of Commercial Service and Construction contractors. His focus is to help contractors succeed in all aspects of their business - whether that’s running it more efficiently, growing profitability, finding new revenue streams, and everything in between.

Few industries have transformed as rapidly as service and support. Digital advancements have reshaped manufacturing and field service, significantly intensifying both asset complexity and service delivery expectations over the past decade. This tidal shift means both service leaders and frontline agents are feeling the pressure to deliver more for the customer today while also achieving long-term profitability. How can organizations break down existing data silos to gain a holistic view of the service lifecycle that drives aftermarket share and customer retention?

Join the inService™ Podcast Live on Thursday, February 20th at 12PM ET as hosts John Carroll and Gerardo Pelayo welcome guest, Sean O’Neill, Chief Product & Technology Officer, Syncron. We’ll explore strategies for retaining customers post-warranty, optimizing inventory, and aligning pricing and parts planning to boost service delivery and cash flow. We’ll also discuss how organizations can utilize data analytics to be more proactive with parts management, unlock new sales opportunities and stay competitive in complex industries.

Sean has spent the past 25+ years at the intersection of client needs, tech & data possibilities, and business impact. Sean is the Chief Product & Technology Officer for Syncron. Syncron aligns all aftermarket services for OEMs & distributors with its Service Lifecycle Management (SLM) cloud platform, helping companies differentiate themselves through exceptional aftermarket experiences while driving significant revenue and margin growth. Prior to that Sean spent long cycles at Amazon, Tesco, GfK, and tech start-ups in building teams that build products that customers love. Sean holds an MBA from the Kellogg Graduate School of Management (Northwestern University), is a co-author of multiple patents, and was certified as a Six Sigma Green Belt at Amazon. Outside of work Sean enjoys painting, traveling the world, and dismantling things.

The challenges created by the labor shortage continue to be felt in field service organizations across all industries. The latest research from The Voice of the Field Service Engineer shows this trend is not slowing down, with half of the engineers who expect to make a career move planning to do so within the next 3 years. While service leaders continue to grapple with these challenges, the frontline feels the pressure as they strive to meet utilization rates and customer demands amidst an ever-increasing flow of data.

Join the inService™ Podcast Live on Thursday, February 6th at 12PM ET as Michael Gonzalez, Salesforce’s VP of Product Management, stops by the studio to shed light on how customers like AAA are utilizing AI agents to augment their workforce. He’ll discuss how organizations can implement similar transformative strategies that improve the experience of field service teams while continuing to drive the customer experience.

Michael Gonzalez is the Vice President of Product Management at Salesforce, specializing in Field Service. With a tenure at Salesforce spanning over a decade, he has played a pivotal role in enhancing the Lightning App Builder, focusing on dynamic pages and component visibility to improve user experience. In recent years, Michael has led initiatives integrating advanced technologies into Salesforce's Field Service offerings, including the use of Apple Vision Pro for spatial computing solutions. His leadership continues to drive innovation in AI and data-driven field service solutions.

As AI continues to redefine how we deliver service, the opportunities to provide smarter, faster, and more cost-effective solutions are mind blowing. But with these advancements come complex challenges: how do we make the case for AI investment, scale existing platforms without disruption, and foster alignment between IT and service teams, all while ensuring our teams remain engaged and energized? The key to AI success lies in navigating this transformation with clarity and purpose.

Join the inService™ Podcast Live on Thursday, January 16th at 12PM ET as hosts John Carroll and Gerardo Pelayo tap into the AI expertise of our guest, Niken Patel, CEO and Founder of Neuron7.ai. Having helped many enterprise organizations navigate AI successfully, Niken will help demystify AI and all that comes with it. He’ll explain how to successfully traverse the many crossroads of the AI landscape to ensure you are prepared today for tomorrow’s service transformation.

Niken is the CEO and co-founder of Neuron7.ai, a company that is transforming customer service with AI solutions for complex, enterprise organizations that need fast, accurate resolutions at scale. Niken has 20+ years of experience in customer service and support, making 400+ customers successful in the last two companies that he led. As a serial entrepreneur and senior leader in high-growth technology companies, Niken has experience in strategy, sales, marketing, M&A, and board duties, with an excellent track record of growing companies from a nascent stage to successful enterprises that create tremendous value for customers and stakeholders.

For service leaders, 2025 brings a lot of promise, as well as trepidation. How can they prepare for all the new year may hold while maintaining their competitive edge?

Kick off the New Year by joining Service Council CEO, John Carroll, and VP of Research and Advisory, Gerardo Pelayo for this special edition of the inService Podcast. Drawing on research data, as well as discussions with Service Council members and partners, they’ll discuss the trends, challenges and opportunities they expect to see over the next 12 months.

They’ll answer questions such as:
• What will the top competitive danger be for service organizations?
• Is there an existential threat facing service leaders in 2025?
• How will customer and frontline experiences evolve and what can organizations do to prepare?
• What technology and data strategies are best-in-class organizations implementing?