Sumair Dutta is the director of digital transformation for ServiceMax. In his role, he works closely with ServiceMax customers to maximize the results from their business and digital transformation journeys. He works closely with leaders of service businesses to define and shape their service vision while working hand in hand with implementation teams to execute on established service plans.
Sumair is a thought leader in the field service and service management spaces and has conducted numerous research projects in the areas of field service, customer support and business strategy. He brings more than 15 years of experience in studying, analyzing and guiding field service organizations, first at the Aberdeen Group and most recently as the chief customer officer at The Service Council.
Over the past few days, I had the opportunity to escape the snowy confines of the Midwestern United States to engage with medical devices field service leaders at Field Service Medical in San Diego. The event featured speakers from a range of organizations such as... Read more
For most people, 2019 goals and objectives have been set. For service leaders, this typically means: Do more with less (increased productivity at a lower cost) Contribute to revenue (service revenue and product up-sell) Focus on the customer experience The employees... Read more
I had the honor of representing ServiceMax and GE Digital recently at the Aftermarket 2018 conference in Berlin. As always, the team at Copperberg did a wonderful job organizing an event where partners and attendees felt comfortable networking, sharing ideas and... Read more
“Pale Blue Dot” is one of the most famous pictures ever taken. In 1990, the Voyager 1 spacecraft, then more that 4 billion miles away from Earth and speeding toward the bounds of the solar system, turned around and took this image of the pale blue dot... Read more
The worlds of service management and field service are fascinating. They have been fascinating me for the previous 15 years. For those of you in those worlds, you might have come across some of my work describing the monumental transformations taking place around... Read more
It’s been several years since the official end of the Great Recession, and we finally see organizations beginning to switch from a cautionary mindset to one of business expansion. However, business and revenue expansion initiatives need to be built on an... Read more
Editor’s note: Sumair Duta (chief customer officer at The Service Council) and Susan Tonkin (product marketing manager at ServiceMax from GE Digital) recently co-hosted a webinar about three big technology trends that will shake up field service this year. The... Read more
Bill Gates once famously quipped, “Your most unhappy customers are your greatest source of learning.” This is a powerful lesson for field service leaders, and one that should be extended to internal customers as well. For field service leadership, front-line field... Read more
Augmented reality technology can have significant implications in the organizations deliver service and support. The technology can also have a major impact in how organizations develop and deliver training content. Augmented reality’s promise is huge — but is... Read more
The following article from The Service Council’s Sumair Dutta appeared in the Spring 2016 issue of Field Service magazine, our newly launched print edition. Some of my ideas are original. This one isn’t. And I’m glad to say that it isn’t,... Read more