Tag: Customer Service

Digital Transformation, Digital Transformation, Analysis, News

Customer service executives prioritize processes, data and breaking down silos

OTRS Group survey finds connecting with customers on the channels they prefer poses biggest challenge for customer experience. Improving the use of customer data is the most important success factor alongside process optimization

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Feature, FSM Technology, Service Operations

The Importance and the Deployment of AI in Field Service

Roslyn Jo, Writer for Field Service News, discusses the Importance and the Deployment of AI in Field Service

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Digital Transformation, News

ADTANCE Delivers Industrial Customer Service Solution for Microsoft Teams

ADTANCE, a leading international After-Sales Service technology platform provider for manufactures, industrial companies, and mechanical engineering organizations, announced the integration of ADTANCE Smart Services with Microsoft Teams, providing users with …...

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Feature, Service Operations

Customer Service 2.0

Customer Service 2.0 In this feature taken from a white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive …...

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Feature, Service Operations

Bouncing Back: How Demand Surged as UK Lockdowns Eased

Bouncing Back: How Demand Surged as UK Lockdowns Eased In this feature taken from a white paper published by BigChange, we have a look at what happened in the field …...

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Feature, Service Operations

Health Check of UK Businesses Running Field Service Teams

Health Check of UK Businesses Running Field Service Teams In this feature taken from a white paper published by BigChange, we look at their first health check of UK businesses …...

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Feature, Service Operations, Service Strategy

Is the move toward servitization gaining greater traction?

Is the move toward servitization gaining greater traction? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field …...

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Digital Transformation, Feature, Service Operations

How much did the pandemic impact customer-centricity and digital transformation?

How much did the pandemic impact customer-centricity and digital transformation? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked …...

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News, Service Strategy

The crowdsourced tech: a new way to deliver on-demand field service?

Manuel Grenacher, CEO Coresystems takes a look at how crowdsourcing could potentially be a revolution in delivering field service as and when it’s needed… Imagine a customer calls your customer …...

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Service Strategy

The field service team: the power to drive customer service forward

What is the value of a customer relationship? Is it worth it to over-deliver on SLAs just to keep a paying client? What role does field service have in keeping customers happy? Aly Pinder, senior research analyst analyst, Service Management, Aberdeen Group,  shares his views.

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