What are the most significant ways in which customer expectations are changing?

In a changing world of operations and technology, two key topics dominate the discussions within the field service industry.


These are servitization and digital transformation and the importance of asset data lies at the heart of each of these two growing trends. However, as an industry have we even begun to scratch the surface of the true value of asset data? 


This is a burning question and a fundamental pillar on which we are building the future of field service yet largely it remains unanswered with clear quantifiable data. To resolve this FSN Research in partnership with ServiceMax have gone further than anyone else in their latest research study to get to the heart of the trends we are seeing in our industry regarding the utilisation and flow of asset data amongst service organisations. 


Having published a detailed 20-page benchmarking report available exclusively to Field Service News subscribers Kris Oldland, Editor-in-Chief and Founder of Field Service News invited ServiceMax’s Coen Jeukens, Sumair Dutta and Mark Wilding to talk through the findings of the report and to reflect on what the clear headline trends revealed mean for the wider field service sector. 


The conversation was packed full of insight as the group shared their knowledge from multiple industry touchpoints and many years of experience.


In this excerpt from the full hour-long video Kris Oldland and Sumair Dutta reflect on the study responses to the question ‘What are the most significant way in which customer expectations are changing?’

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