Service Strategy, Analysis

#FSN20, Analysis, Feature, Service Strategy, Analysis

How does our current mode of operations evolve into into a future mode of operations?

How does our current mode of operations evolve into into a future mode of operations? The #FSN20 is Field Service News’ annual celebration of excellence, innovation and leadership within the global field service sector. One of this year’s members is Rajat Kakar, Senior Vice President, QuickWorks.   Prior to joining...

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#FSN20, Analysis, Feature, Service Strategy, Analysis

Understanding the drivers behind moving to a remote-by-default approach to service

Understanding the drivers behind moving to a remote-by-default approach to service The #FSN20 is Field Service News’ annual celebration of excellence, innovation and leadership within the global field service sector. One of this year’s members is Senior Consultant, BEU, Konica Minolta.   Prior to taking his role in the central...

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Feature, FSN Research, Analysis, Service Strategy, Analysis

Why field service companies are increasingly turning to servitization

Discovering servitization in the new normal FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organizations.   At the same time, the study also explored the digital transformation journey our sector has been on for several years and how...

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Feature, Service Strategy, Analysis

The Difference between Customer Satisfaction, Customer Experience and Customer Success

Is customer success the natural evolution of customer satisfaction? Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with CERS, at Hanken School of...

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Digital Transformation, Feature, Service Strategy, Analysis

A New Cycle of Disruption and Servitization

What does service strategy look like in the new normal? Field service has changed dramatically in the last 18 months, although we were already on a path of development from one phase of our evolution to the next as an industry.   In the first excerpt from a recent white paper we published in partnership …...

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Feature, FSN Research, Analysis, Service Strategy, Analysis

Why co-creation is increasingly becoming the secret to successful service delivery design

Innovation through co-creation FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organizations.   At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was...

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Digital Transformation, Feature, Service Strategy, Analysis

Plotting a Path from Legacy Systems to 3.0

Plotting a Path from Legacy Systems to FSM 3.0 In the last feature from a recent white paper we published in partnership with OverIT, we analyse the key aspects of migrating from a legacy system to a new FSM solution.   There are two key aspects of migrating from a legacy system to a new solution. The …...

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