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by   |    |   9 minutes  |  in Creativity & Innovation, Service Management, Transform Your Business

In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. Prediction #1: FSOs Will Get Creative To Fill The Talent Gap Talent: How can we find it, hire it, and then keep it onboard? This…

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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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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…

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Man in hardhat

by   |    |   3 minutes  |  in Service Management

A recent Forrester research study pointed out that organizations leading in customer experience outshined laggards by a significant margin in terms of compound average revenue growth. Geofencing can play a vital role here, creating opportunities for organizations to expand relationships with customers and create a more valuable service experience. Geofences are virtual geographical fences set…

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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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city skyline

by   |    |   2 minutes  |  in Service Management

It’s an exciting time to be involved in the service industry, but with so many technology buzzwords flying around—artificial intelligence, cloud, IoT, customer-centric, omni-channel, personalization to name just a few—sometimes it can be difficult to determine which ones matter to your service organization. So I’ve narrowed down what I consider the most important, and the…

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Is unified commerce putting the customer experience back on center stage as it should be?

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Research, Retail, Strategy

In these days of fake news, there is a tendency to dramatize the fact that change is constant and occurs gradually but happens suddenly. I would like to shed some light on the retail apocalypse, the digital revolution within retail and the fact that the industry will never be the same again…ever. Is this true?…

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