Lessons in Commercial Excellence in Digital Energy Services at Schneider Electric | Ep 364

What if the future of service isn’t about fixing products — but maximizing customer outcomes? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Ravichandra KSHIRSAGAR, Digital Energy Services VP at Schneider Electric, to explore how commercial excellence in services is reshaping competitive advantage, organizational design, and the future of customer partnerships in an AI-driven world. From designing products for service from day one to leveraging AI-enabled operating models and creating new customer-centric roles, this conversation is packed with actionable insights for service leaders navigating digital transformation. 🔑 Key Topics Covered: ✅ Why services are becoming the biggest competitive differentiator in a digital AI-driven world ✅ How to shift from transactional service models to outcome-based customer partnerships ✅ Why products and platforms must be designed for serviceability from inception ✅ The rise of the “Customer Performance Engineer” and how Schneider Electric is scaling outcomes without linear headcount growth ✅ Organizing around customer segments instead of products to deliver stronger value propositions ✅ How AI-enabled scheduling, planning, and operations are reshaping service delivery ✅ Why the traditional service playbook is becoming irrelevant — and what leaders need to reimagine instead ✅ The importance of deeply understanding customer environments before launching transformation initiatives 💡 Memorable Quotes from Ravichandra: “Services is about that life cycle partnership with your customers.” “The differentiation about services is not gonna be about fixing product issues — services is gonna be about maximizing outcomes for the customers.” “You need to organize around your customer, you don't organize around your product.” “AI enabled services will be the default expectations of your organization, your customers and the market.” ⏱️ Chapters: 00:00 – Intro 00:06 – Services as Your Central Differentiator in a Digital AI World 00:14 – Design Products for Service From Inception 00:24 – The Customer Performance Engineer Role 00:31 – AI-Powered Commercial & Operational Models 00:37 – Why AI-Enabled Services Will Become the Default 00:40 – Organizing Around Customers, Not Products 00:44 – Building Systems That Deliver Consistent Customer Value 00:46 – Key Takeaways 🎧 Listen now to learn how leading organizations are reimagining service excellence, leveraging AI strategically, and building outcome-driven partnerships that create long-term competitive advantage.