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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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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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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