Month: September 2021

Feature, Service Operations, Service Strategy

Is the move toward servitization gaining greater traction?

Is the move toward servitization gaining greater traction? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.   At the same time, the study also explored the digital transformation journey our sector has been on for several...

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Digital Transformation, Feature, Service Operations

How much did the pandemic impact customer-centricity and digital transformation?

How much did the pandemic impact customer-centricity and digital transformation? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.   At the same time, the study also explored the digital transformation journey our sector...

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Feature, Leadership, Analysis, Service Strategy

The Journey to Achieving Your Desired Outcomes

In this new article for Field Service News, Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, discusses the service leaders’ journey to achieve their desired outcomes.   Here is an interesting conversation from Lewis Carroll’s Alice’s Adventure in Wonderland: ‘Would you tell me, please, which way I ought...

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