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…

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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…

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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…

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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…

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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…

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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…

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retail customer experience

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

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…

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Lightbulbs

by   |    |   5 minutes  |  in Strategy

When a business should consider a TWO-TIER ERP STRATEGY Today’s ERP landscape is mature, with most companies having implemented some level of ERP solution. However, many larger companies still find themselves in the situation where their existing solution cannot deliver on all the business requirements across its group of companies. This situation isn’t something that…

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by   |    |   3 minutes  |  in Transform Your Business

The naval support chain is getting bigger. Just consider the scale of the US Navy. The 250+ strong fleet contains everything from the massive Nimitz-class aircraft carrier, which stretches more than 1,000 feet, to the nuclear-powered Virginia-class submarines whose time at sea is only limited by food and maintenance requirements. And over the next 30…

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Will AI eliminate humans

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

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact center?” On one side of projections, analysts cite a dismal future for the role of live agents in…

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