Last week I boarded a flight to Chicago for my first in-person conference in more than 18 months. When I walked into the Smarter Services Symposium at the Loew’s Hotel,…
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Recently I came across this report on Forrester exploring the pros and cons for horizontal vs. vertical cloud solutions for different business areas. It’s worth a read if you haven’t…
The ability to deliver a measurable return on tech investment quickly (and to the satisfaction of internal stakeholders) is the number one concern for 64 percent of decision-makers when it…
Nowadays, the public discourse on comic book characters is so firmly entrenched into the mainstream that summer blockbuster season (at least in a normal year) is usually clogged with capes,…
There’s a major emphasis among service organizations on the need to modernize and master the recruitment and hiring of a new wave of field talent. This emphasis is incredibly important,…
It feels crass, sometimes, discussing how software can help drop dispatcher-to-tech ratios for field operations. I know dispatchers, and I don’t want to support tech that makes them redundant. In…
Why is it that people never want to take preventative measures? I’m reminded of Y2K, when we were told that a catastrophic glitch in computer systems would lead to widespread…
With the labor shortage proving one of the industry’s biggest challenges, there’s much discussion around the extent to which contract workers are a viable option to help organizations address the…
As digitalization permeates every area of the business, we’ve seen IT become far less siloed in its strategy, processes, and execution. The lines between the business and IT blur as…
Companies leading the charge in capitalizing on the strategic potential of service are all looking for ways to break away from break/fix and advance their service offerings, customer experiences, and…
I have always been of a mind that the most important thing that software—any software—can do is to get out of your way. Even social media platforms, cultural cancers that…
The future of work is a topic that comes up in almost every conversation I have in one way or another. Service leaders are grappling with a lack of available…
Oh how we love servitization. We talk all the time about traditional companies product-izing repairs and regular service, building product categories around utilities that previously were seen as a cost…