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Format: A dynamic session where we use the wisdom of the crowd to breakdown some of the most challenging aspects of field service operations into manageable sub-problems. Working in small groups each focused on a seperate sub-problem the task is to identify three key take-aways that can overcome the challenge, before everyone returns to the full session and each group shares there take-aways – allowing everyone to have access to a selection of key ideas that they can put into place in their own organisation.
Duration: One hour
Subset problems we will be addressing:
- How much can we expect customers to do in terms of self-help services?
- How do we build trust in Artificial Intelligence tools being as effective as human experts?
- Should there be a clear triage/service process e.g self-help>remote service>on-site?
- How do we ensure our customers see value in virtual service over on-site?
