Field Service Worker Header

by   |    |   5 minutes  |  in Service Management

In recent years, the service industry has seen massive change with disruptive technology and higher customer expectations, but one thing that hasn’t changed is the importance of customer service. Today’s service organization understands that the customer drives success and failure and demands to be at the forefront of business strategy and innovation. Having the right business systems and…

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Service Worker Header

by   |    |   3 minutes  |  in Service Management

WHAT IS CUSTOMER SERVICE WEEK? There seems to be a national holiday for just about anything under the sun. National Dog Day, National Sibling Day, National Pizza Day—the list goes on for nearly every single day of the year. So what’s the gimmick with Customer Service Week? To my surprise, it’s the real deal! National…

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by   |    |   2 minutes  |  in Service Management

In this series we’ve discussed the service buzzwords I believe deserve the most attention in 2018 and in my last blog we discussed cloud’s huge influence on successful service models. My goal throughout this series has been that you leave with an understanding how these key concepts can bring value to your customers and your…

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Connected Phone header

by   |    |   4 minutes  |  in Automotive, Digital Transformation, Manufacturing

Fifteen years ago, I was studying for a master’s degree in industrial automation at a technical university. We learned about open systems, industrial internet, old and new programming languages, collaborating robots, software-controlled machine clusters etc. Everything that you needed to build the smart factory. I thought all this was everyday life in the manufacturing industry…

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Mercedes-Benz Actros Outside Mirror

by   |    |   3 minutes  |  in Automotive

The world’s leading trade show for transport, logistics and mobility, The International Automotive Fair (IAA) for Commercial Vehicles, kicked off last week with a focus on innovation in the automotive industry. One of the central themes of this year’s show looks at what the future of commercial travel will be like—from connected vehicles to automated…

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Service Buzzword Cloud Header

by   |    |   4 minutes  |  in Service Management

Previously, we discussed the impact the Internet of Things can have on a service organization. Our final buzzword is key to helping your organization grow. Cloud enables an organization to grow and scale, respond to cyclical service patterns and move to a more secure, safer environment. Cloud will also help your organization adopt key service…

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construction header

by   |    |   3 minutes  |  in Construction and Contracting

It’s an interesting time for the construction industry. Historically construction has had a reputation for moving slowly when it comes to adopting modern technology, but recently that’s not what I’ve noticed in the field. The construction industry is at a turning point, looking to overcome its long-time challenges by adopting new technology. REVERSING STAGNANT PRODUCTIVITY…

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IoT Header

by   |    |   3 minutes  |  in Service Management

Previously, we discussed the importance of delivering seamless customer service throughout the entire service lifecycle. In this blog we’ll discuss a key buzzword for 2018 that impacts everything from machine learning, artificial intelligence (AI), virtual collaboration, predictive maintenance, digital supply chain and more! The Internet of Things (IoT) is changing our world and will be…

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evolution

by   |    |   3 minutes  |  in Business Agility, Business Technology, Digital Transformation, Strategy

Talent management is more than just training and appraisals. To support business excellence your talent management systems and processes must provide the mechanisms to achieve the right level of skills at the right time. The importance of talent management in modern business We live in a technology supported world, where robotic automation, artificial intelligence and…

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by   |    |   4 minutes  |  in Service Management

In my last blog I explained the experience outcome economy using a cup of coffee as an example. In this second blog in the series we will take a look at the first of the buzzwords — ‘seamless’. It might seem a little counter intuitive, but a customer doesn’t care if their printer is working,…

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