City Header

by   |    |   4 minutes  |  in Creativity & Innovation, Digital Transformation, Service Management

A recent study conducted by WBR indicates that the service industry is at an inflection point. Over the next 24 months, technology will drive digital transformation in many companies striving to improve and predict revenue streams while also improving operational efficiency. shows that nearly three quarters of respondents provide service on equipment that is sensor-enabled….

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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   |    |   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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aircraft in hanger receiving efficient maintenance

by   |    |   4 minutes  |  in Aerospace & Defense, Service Management

The global aviation market may have just experienced its most profitable period ever. Yet, with mega airline mergers and acquisitions and the increased proliferation of low-cost carriers on both short- and long-haul flights, airlines are now having to focus their efforts on their bottom line – and that means their core business processes. One of…

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IoT in action and why you should start

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Energy and Utilities, Service Management

How analysis of the Internet of Things (IoT) yields unexpected information. We recently installed solar panels on our house. For those of you that know me, I’m a bit of a technology enthusiast and I’ve been wanting to do this for quite some time. The salesman came with a great story about how good this…

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Digital investments are key to the recovery of the mining industry

by   |    |   8 minutes  |  in Asset Intensive, Business Technology, Creativity & Innovation, Oil & Gas, Service Management, Strategy

Digital investments, new business models, digital twins and IoT empower mining companies to leverage industry recovery. After a tough couple of years, the recovery of the mining industry started in 2017, and now is the time to kick it into a higher gear and benefit from being an early mover. Digital investments and new charging…

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