I had the good fortune last week of interviewing Paul Joesbury, Commercial Operations Director at HomeServe, for an upcoming episode of the Future of Field Service podcast (his episode will…
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Last week while attending the IFS UK&I User Group Annual Conference outside of London, I had an opportunity to sit down and chat with Alastair Clifford-Jones, CEO of consulting firm…
It’s easy for organizations to think about reverse logistics as parts management in reverse, and because of that, many firms settle on a boilerplate parts management solution and expect it…
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.…
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,…
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…
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…
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…
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…
This much is certain: Merged Reality has become an increasingly important part of the service delivery process for many companies over the past two years. Remote Assistance has moved from…
Here at the Future of Field Service, we love talking about new product implementation, integration, and rollout, but we realize that represents a very small percentage of the day-to-day life…
Customers are increasingly questioning the value of product-related services, and price pressure on product support services is increasing. However, many companies cannot afford to follow the reduced prices tactic as…
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…