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Tag: service knowledge

Feature, Home Page, Trending, Service Strategy, Editor's Pick

January 12, 2023

Four Service Scenarios: #4 the outcome-centric scenario

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

Feature, Home Page, Analysis, Service Strategy, Analysis

January 5, 2023

Four Service Scenarios: #3 the knowledge-centric scenario

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

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By Aly Pinder Jr.

Program Director, Service Innovation & Connected Products, IDC

As Program Director, Service Innovation & Connected Products, Aly Pinder Jr leads IDC research and analysis of the service and customer support market for the manufacturer, which includes topics such as field service, warranty operations, service parts management, and how these service areas impact the overall customer experience.