The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques.
Augmented reality has huge potential to change how field service is delivered. ServiceMax chief architect Indresh Satyanarayana weighs the pros and cons
New research shows the customer service function is embracing a future that's conversational, intelligent and personalized, writes Salesforce's Gavin Mee
T-Mobile understands that the customer journey doesn't end when the relationship ends. They also understand how to help customers in an appropriate fashion when things go wrong.
Ocado's online experience and delivery service comes close to what passes for the frictionless enterprise today. What matters though is the end to end customer experience. On this first outing, I rate them highly.
The nature of customer service is changing as customers become more adroit in their use of digital technologies. How is the call center responding and what does this mean for sales? The answer will surprise some.
Uber has arrived in Bradford, West Yorkshire. It's the last place I expected to see them but so far it is working out surprisingly well. Here's my assessment of why this is happening. It's not all about Uber.
First hand experience of the gig economy as the way brands are subcontracting essential after sales services is proving to be little short of a nightmare. Here's my salutary tale.
Do enterprise leaders realize how modern field service management tech can transform a business? Only if you tell them, says ServiceMax CFO Rick Gustafson
Dave Yarnold explains what we can expect following GE Digital’s recent $915 million acquisition of ServiceMax.
Customer service as a competitive differentiator working hand-in-hand with sales and marketing - or that's the theory at least, in Salesforce's new State of Service report.
As businesses consider how their preferred business model can respond to changes in customer perception, we look at how alternative approaches drive value. The subscription model comes under the microscope.
Launched in 2010, Metro Bank has put customer service and experience at the centre of what it does.