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May 2019

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With everyone racing full-steam ahead in their digital transformation efforts, there are countless questions that arise and require consideration: Are our processes streamlined? Are our current systems capable and being fully utilized? What new technologies do we need to invest in, and how do we make it all work together? How do we use these tools to maximize customer experience and create new revenue streams? With the sheer volume of considerations that companies are weighing,…

Would you describe yourself as a digital survivor? You know, the world has forced you to utilize digital tools such as email and file storage in the cloud. Often you wonder about how things could be better; however, you cannot seem to put your finger on the best approach. Instead, day after day you wrestle with a seemingly bottomless email inbox and a daunting business portal where you are expected to logically store digital collateral.…

Makino is a globally recognized company that produces metal-cutting and EDM machines. Like many product manufacturers, Makino is looking for new ways to differentiate itself through service. As such, the company is incorporating IoT, AI, and ML into its operations to enable the shift from reactive to predictive service. “This is a critical shift for Makino. It allows us to make support a competitive weapon,” says Mark Rentschler, VP of Customer Support at Makino. Makino,…

With the journey to Servitization well underway for most service organizations, there seems to be one major challenge standing in the way of reaping its rewards: creating new revenue streams. At this year’s Field Service Palm Springs event, this challenge was of the most talked-about topics among attendees. Numerous times throughout the four days I heard a service leader ask, “How are you making money doing that?” Rarely was an answer offered. Why is it…

For 130 years, the TDC Group has been delivering innovative communications solutions that link Danes more closely together. Brands in TDC Group include YouSee, Telmore, Fullrate, Blockbuster, Dansk Kabel TV, CubeIO, Get and TDC Erhverv. TDC Group is working toward a vision it refers to as ‘Digital Denmark,’ in which the company is committed countrywide connectivity and digitally educating citizens with the ambition to become the leading infrastructure operator and the best service provider. To…

Delivering superior experiences to customers has many benefits for optimizing returns on investments and it can be a significant value adding factor. For example, it can lead to achieving a competitive advantage from the branding level. In addition, through the experiences of customers, a powerful positioning can be established for being perceived as the best of class in service. This requires a strong understanding of how the customers want to experience their journeys of interactions…

Founded in 1972, Spencer Technologies has grown to become a global company with more than 500 employees and 200 technicians throughout the United States, Canada, Mexico and Europe. The company provides project management and technology services to support retail stores and multi-site organizations. I had the honor of interviewing Rudy Goedhart, Business Intelligence Director at Spencer Technologies recently at the IFS 2019 InFocus Group customer training and education event. Spencer has been an IFS Field…