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June 2019

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In the world of automation this and artificial intelligence that, the role of the field technician is often questioned. Will technology eliminate the need for technicians altogether? I think not. But the role and responsibilities are undoubtedly changing and will continue to do so. The good news, for your technicians and for you, is that this world of automation and intelligence frees them up from manual, preventable tasks to do more value-added work. The challenge…

With each passing year of the digital age, we ironically get further away from the significance of technology. Hey, fact is that transactional systems will always be in play, however, it is with the “valuable applications” where the last mile of value exists. If you are interested in a truly digital enterprise, you must go WAY past those frankly boring, transactional systems (finance, operations, email, file storage). Are you nodding your head? In order to…

Marne Martin, President of the IFS Service Management Business Unit and CEO of WorkWave, recently sat down with Thrive Global to discuss her experience, interests, and her vision for the future—not just in business. As the article says: “If two impressive titles aren’t enough, Marne is also an award-winning competitive dressage rider and breeder (in her spare time!). She’s an avid supporter of girls and women pursuing STEM careers and uses her professional time to…

With commoditisation and decreasing growth rates on product sales, the service business is now seen as the new area for revenue and profit growth for manufacturing companies. However, recognising the need for a new business model and actually implementing the change are two different matters. So, the question is, how can you best deliver on these expectations and turn services into an area of sustainable growth and profits? The answer is Service Thinking. What is…

I wrote an article on day one of PTC’s LiveWorx19 event last week that discussed what I heard during the keynote: an acknowledgement of the complexity of the digital transformation journey. I find it refreshing when executives within the technology community seem to genuinely appreciate how significant of a shift is really taking place in service and own the fact that the transformation isn’t just about the technology, but about really re-engineering the business from…

Executive decision-makers cannot always anticipate and fully understand the implications of information technology outsourcing (ITO) decisions for the long-term processes, capabilities, and performance of their organization, especially when considering ITO for cloud-based services.  My doctoral research explored the decision-making process, and particularly the criteria used by executive decision-makers, for identifying and selecting organizational competencies when engaging in Information Technology Outsourcing (ITO) using cloud-based services. Findings indicate that executive decision-makers are unable to articulate decision-making criteria…

I am excited to be spending this week at the PTC LiveWorx event in Boston. The Servigistics Symposium kicked things off today, which brought together leaders from a variety of industries to discuss top-of-mind service trends and to share success stories. Leslie Paulson, General Manager of PTC’s Servigistics Business Unit, delivered the keynote address along with Marne Martin, President of Service Management at IFS, and David Williams, Principal at Capgemini. Leslie first discussed that in…