Brave New World: Digitalisation and Servitization
In the first part of a new series of features in which we will explore the latest exclusive field service research findings, we explore how KPIs are changing in a world of servitization, IoT and changing demographics…
White Paper: Customer Success: A Journey Beyond Customer Satisfaction (2021)
White Paper: Customer Success: A Journey Beyond Customer Satisfaction (2021) Add to Your Personal Library (0) Click Category to Bookmark...
Why co-creation is increasingly becoming the secret to successful service delivery design
Innovation through co-creation FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT...
Digitalization & Disruption
Digitalization & Disruption Our industry was on a path towards digital transformation long before the pandemic hit.However, it is...
Adapting to Changing Regulations
Adapting to Changing Regulations All countries across the world have introduced some form of restricted movement and localized lockdowns at...
A New Cycle of Disruption and Servitization
What does service strategy look like in the new normal? Field service has changed dramatically in the last 18 months, although we were...
Digital Transformation meets the acceleration of global disruption
We are rapidly moving to a new world. Perhaps the most overt and also important outcome of the pandemic is that the digital transformation...
Digital Transformation and Advanced Services
In field service, much like in every other industry, the central discussions in boardrooms, at industry conferences and across the trade...
Are We Drowning in Field Service Data or Standing on a Pot of Gold?
In the fourth part of this research project we look at the question of data. There is unquestionable value in the vast amounts of data we are able to collect, but how do we avoid paralysis by analysis and drowning in data lakes?
Has the Covid Crisis Accelerated the Case for Servitization?
In times of economic turndown, we have consistently seen service revenues become the backbone of recovering economies. Indeed, many point...
