by   |    |   3 minutes  |  in Business Agility, Business Technology, Creativity & Innovation, Manufacturing, Supply Chain, Transform Your Business

Drive strategic work to attain the right contracts and organize operational work becoming as efficient as possible. There are general expectations and there are unique expectations for specific industries and organizations. Purchasing can play a pivotal role in delivering bottom line results, nurturing relationships and providing access to important partners. IFS can help organizations across…

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AI

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

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, its ability to capture robust customer insights, and its efficiency in handling contacts make it a very attractive investment for contact center leaders. Customers realize this and…

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by   |    |   5 minutes  |  in Business Agility, Business Technology, Creativity & Innovation, IFS Labs, Transform Your Business

At IFS Labs, we do a lot of things. We take our inspiration from consumer technologies and innovative solutions from a range of industries and apply these to IFS products. Some good examples of our work are around technologies like Augmented Reality or Chat Bots. However, we also do research that’s a bit further away…

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Sarah 7004_blog

by   |    |   3 minutes  |  in Business Agility, Customer Engagement, Service Management, Transform Your Business

With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a stellar CX without strong self-service capabilities, and the demand from your customers to take control of their service experiences is only going to increase. I spoke recently with Aly Pinder Jr, Program Director, Service Innovation…

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by   |    |   3 minutes  |  in Business Agility, Business Technology, Creativity & Innovation, Strategy, Transform Your Business

As we move into the new year the current industry climate in the UK is one of deep uncertainty. In the past week I have spoken with two UK business leaders who are delaying purchasing decisions in 2019 because of Brexit speculation. But Brexit isn’t the only pressure UK industries currently face. In 2017 the…

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Christian 7001_blog

by   |    |   4 minutes  |  in Business Agility, Business Technology, Creativity & Innovation, Mobility, Service Management, Strategy, Transform Your Business

If you believe industry watchers and analysts, the Field Service Management (FSM) market could as much as double over the next five years, to around $5 billion.  That growth is being driven by businesses putting strategic emphasis on selling long-term services and guaranteed ‘outcomes’, as well as hikes in consumer expectations around service quality and…

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AI adoption mistakes

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

Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in customer service and support environments. These projections have many contact center leaders wondering what they should—and shouldn’t—be focused on when it comes to AI adoption in the coming years. What about AI is hype? And…

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by   |    |   4 minutes  |  in Automotive, Creativity & Innovation

The impact of electric vehicles on the future direction of the automotive industry is going to be huge. According to new statistics, 291,000 Battery Electric Vehicles (BEV) and Plug-in Hybrids (PHEV) were sold in Europe in Q3-2018, 35 percent higher than the same period in 2017. These include passenger cars and light commercial vehicles. And…

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Field Service Management 6 Launch

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Service Management, Strategy, Transform Your Business

At a conference earlier in Q4, I asked the 300+ attendees “are you happy with your service organization and delivery?” Not a single hand was raised. Service organizations around the world know they are lacking key capabilities that would enable them to take their businesses to the next level. They may have first-time fix and…

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