Service Strategy

Feature, Service Strategy

Four Service Scenarios: #2 the appointment-centric scenario

We discuss what an appointment-centric service scenario, one of four that Gartner outlines as dominant in field service, actually looks like

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News, Service Strategy

Skills shortage and recession fears put a halt on digital projects

New research from Studio Graphene has revealed that more than half of UK business leaders believe their companies’ digital platforms fail to stand out against competitors, with almost half ready to invest in making improvements in 2023.

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Feature, Service Strategy

Four Service Scenarios: #1 The Equipment-Centric Scenario

We discuss what an equipment-centric service scenario, one of four that Gartner outlines as dominant in field service, actually looks like

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Feature, Home, Service Strategy

Making sure your technicians have the right part, at the right place, at the right time, every time

Michael Israel, Head of Field Service Evangelism at Zuper, discusses how to make sure that your technicians have the right part, at the right price and the right time.

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Service Strategy, Think Tank Sessions

ThinkTank Debrief: The New Skillsets of Smart Field Technicians

ServiceMax’s Mark Wilding Outlines Discussions He Had At Field Service Symposium About The Changing Requirements We Need From Our Field Service Technicians.

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Service Strategy, Think Tank Sessions

ThinkTank Debrief: The Urgent Danger of A Workforce Crisis

ServiceNow’s Keving Herring Who Outlines Why The Big Issue The Field Service Sector Faces is All That There Is A Distinct Workforce Shortage In Field Service

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Service Strategy, Think Tank Sessions

ThinkTank Debrief: The Urgent Need To Change Customer Mindsets

Great Insight From ServiceNow’s Kevin Herring On How We Need To Work On Evolving Customer Mindsets As We Move Into An Era Of Post-Pandemic Field Service

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Feature, Home, Service Strategy

Is the movement towards servitization growing?

In this feature from a recent FSN Research paper, published in partnership with HSO, we analyze if the movement towards servitization is growing.

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Feature, Service Strategy

Aligning Gartner’s four service scenarios in a customer-centric service model

Having explored Gartner’s four service scenarios we now look at how these can align in a customer-centric service model

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News, Service Strategy

Field Service Costs Rose Sharply in 2022 Despite Overall Service Improvements

On average, bottom-performers of service organizations cost 67% more than top-performers, indicating that the skills gap is a major factor in rising costs – in addition to inflation.

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