Why our field technicians carry a lighter toolbelt This article is sponsored by:
Michael Wilson, COO of ServiceMax customer FTSI, explores how technology has changed the work of field technicians servicing bank ATMs across the Western US
Michael Wilson, COO of ServiceMax customer FTSI, explores how technology has changed the work of field technicians servicing bank ATMs across the Western US
FinancialForce gave me access to four customers who shared their stories about the journey to digitize financials. Here's the video collection.
From its early roots in IT service management, ServiceNow is spreading out to streamline the way people request help and action across the enterprise
Virtual assistant achieves 78% first-contact resolution rate for Swedish bank's customer management within three months of deployment.
A new ServiceMax release adds the ability to track and analyze performance metrics for field service teams, plus advances in mobile and implementation
Salesforce and Oracle have made moves on the service management space, but they're coming at it from a different direction, insists ServiceNow CEO Frank Slootman.
The value of connected field service to organizations can only be realized if CIOs work more closely with service leaders, writes Mark Homer of ServiceMax
A combination of skills shortages and a growing use of the Internet of Things will generate seismic change for field service organisations and their workers over the next five years, leading to increased demand for customer service and data analysis skills.
Each customer service experience contains a few make-or-break "crux points" where you can seal the relationship, or weaken it. Can visual engagement make a difference? Barb Mosher Zinck explores the issues with Thomas Martin of Glance Networks.
The era of the spam survey is upon us, and I'm in need of a padded room. Fortunately, Scott Miller of Vision Critical sees change coming - it can't come soon enough.
"Stop trying to delight your customers" is not the mantra we expect to hear. Barb Mosher Zinck's recent interviews led her towards a different goal: the effortless experience. The customer retention data is surprising.
By providing early use cases and proof points for the Internet of Things, field service unlocks IoT for the enterprise, writes Athani Krishna of ServiceMax
The Royal Bank of Scotland (RBS) has been in the news this morning as it plans to scale back jobs in favour of ‘robo-advisers’. Something we expect to see more of in the near future.