Interview: Transforming customer and employee experience through connected field service ft. Dan Oldridge and Rob Ballantyne, Salesforce (2022)

Interview: Transforming customer and employee experience through connected field service ft. Dan Oldridge and Rob Ballantyne, Salesforce (2022)

Kris Oldland, Editor-in-Chief, Field Service News is joined by Rob Ballanytne and Dan Oldridge of Salesforce for a forty-five minute discussion on connected field service.

 

During the discussion the three reflect on a recent paper published by Harvard Business Review that was based around an FSN Research study that explored the themes and trends around connected field service and how it is impacting customer and employee experience.

 

It was a broad ranging discussion that covered a number of key aspects of the discussion including:

 

  • The importance of the on-site service in an increasingly digital world
  • Maximising our engineers’ time to create true brand ambassadors
  • Connecting field service across thee pillars
  • Connected field service as a tool to empower engineers
  • Do we need to know our customers better?
  • Is there a growing appetite to deliver higher levels of CX?
  • Connected field service across the blended workforce
  • The technology required for ecosystem thinking
  • Can great customer experience be delivered by remote service?
  • Different customers will need different service models

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