Customer Experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX). Research supports that organizations increasingly acknowledge that the CX is an important competitive differentiator that must be leveraged at all available opportunities. One of the most important places to ensure that people, processes, and technologies…

Read more

Military Jet

by   |    |   4 minutes  |  in Aerospace & Defense

The high cost of developing new equipment and the changing political climate between countries where lengthy procurement projects need a network of stakeholders to agree on a strategy, are all causing military organizations to increasingly look to extend the lifecycle of their aircraft. But life extension programs come with their own unique challenges when trying…

Read more

Bubble

by   |    |   5 minutes  |  in Digital Transformation, Strategy

Blockchain and cryptocurrencies represent two halves of a maturing digital asset class.   While Blockchain projects continue to grow in volume, velocity and value, cryptocurrency markets have shed 90% of their market capitalization during 2018. What does this mean for a company’s digital asset strategy? Blockchain and cryptocurrencies in 2018: a tale of further divergence Blockchain…

Read more

puzzle pieces

by   |    |   2 minutes  |  in Uncategorized

I’ve recently joined IFS as global alliances director with a special focus on Accenture. I’ve been asked to introduce myself and explain why I joined IFS. Having spent the last three years in the travel and tourism tech sector, I was keen to get back to enterprise software, where I’ve spent most of my working…

Read more

People Talking

by   |    |   3 minutes  |  in Service Management

Sarah Nicastro joined IFS in October – here she explains her first major initiative as Field Service Evangelist, the creation of an online resource to further engage the field service community. As I approach 11 years in this industry, I can’t help but reflect back on not only my personal journey but all of the…

Read more

agent engagement

by   |    |   2 minutes  |  in Customer Engagement, Service Management

If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. A study by Ventana Research found that a very satisfied agent is twice as likely…

Read more

by   |    |   5 minutes  |  in Creativity & Innovation, Digital Transformation

Selecting and implementing any enterprise technology is not a rapid process. And the internet of things (IoT), as an enterprise technology, has to contend with some strong headwinds. An August 2018 study from the management consulting firm Bain & Company reveals that would-be IoT adopters “believe that vendors have made little progress on lowering the…

Read more

by   |    |   6 minutes  |  in Strategy

Brexit, the UK’s EU exit, has sparked debate from many perspectives. With more questions being asked than solutions offered, Brexit has promoted conjecture and argument where direction and planning should be. But, with a digitized strategy allowing scenario play, you can estimate likely outcomes based on facts, not just speculation. Brexit and uncertainty According to…

Read more

omni-channel

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Many organizations want to provide an omni-channel experience, but few are doing it consistently well.  If you’re a contact center leader who’s been challenged with leading the omni-channel charge, you’re probably wondering what it takes to make, or break, a successful program.  More importantly, what are the components necessary for getting it right?  Achieving true…

Read more

by   |    |   5 minutes  |  in Strategy

The advantages and disadvantages of a 2-tier ERP strategy In my last blog I looked at the reasons why a 2-tier ERP strategy may be the best solution for a business—in fact in a recent IDC survey the 2-tier approach was the considered the most business effective. In this second blog I will discuss the…

Read more