Service Strategy, Editor’s Pick

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Defining Servitization

Defining Servitization Before looking at the question of, is servitization dependent on being OEM owned we discussed what does servitization really mean. By definition it is applying a service to a product in order to create additional value or a new offering to customers. In reality the way servitization is applied can vary...

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Think Tank Sessions: Is Servitization Dependent on Being OEM Owned?

Think Tank Sessions: Is Servitization Dependent on Being OEM Owned? Whilst servitization frequently appears, in the context of whole-life support (and revenue), to be an integrated arm of the manufacturer (eg Mercedes Trucks), the reality is that Mercedes dealers, although badged, are not Mercedes Benz. Servitization in such a scenario...

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Feature, FSN Research, Service Strategy, Service Strategy, Editor's Pick

Comparative Analysis: Tools used that can drive improvements in customer satisfaction

Tools Used That Can Drive Improvements in Customer Satisfaction In the next in our series of comparative analyses across a global study and a follow-up UK study hosted by Field Service News Research in partnership with HSO, we look at the tools that can drive improvements in customer satisfaction amongst field service companies. So far...

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Feature, Service Strategy, Editor's Pick

The Benefits of Adopting AR Technology

The Benefits of Adopting AR Technology AR technology has evolved dramatically over the past few years. The pandemic drove a big part of that evolution, as companies adapted to an ever-evolving set of circumstances on the ground. In a 2021 survey of AR adopters, IDC found that the top 3 benefits the technology brought to …...

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Feature, Service Strategy, Editor's Pick

Digital Services and New Digital-First Customer Experiences

Digital Services and New Digital-First Customer Experiences As we continue our serialisation of this excellent white paper published by Care AR and IDC we explore how manufacturers and service organizations need to manage various priorities to ensure they can survive, thrive, and excel in a competitive environment where customer...

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Feature, Service Strategy, Editor's Pick

High Level Business Priorities in Field Service and Customer Service

Do you have your priorities in order to delight customers? Organizations are at an inflection point when it comes to the service experience. Enhancing the customer relationship requires a new engagement model where service management and customer experience unite to transform and differentiate the brand in a disrupted competitive...

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Feature, Service Strategy, Editor's Pick

What Are The Core Fundamentals of Great Service?

Does great service ever change? Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Martin Summerhayes, Head of Digital Transformation Services at MDB Service Consulting.   Martin has over 30 years of experience in the service industry in the UK working for organizations such as HP,...

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