I’ve taken note of a recurring theme in many of my conversations with service leaders in recent months: the prioritization of knowledge management within their digital transformation roadmaps. While knowledge…
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We have a pretty good idea now that, especially among some change-resistant businesses, Covid-19 has dramatically accelerated digital transformation. There are questions about how quickly it’s accelerated it, but the…
This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management…
Next week we’ll release a podcast episode with Jamie Beck, VP of Field Operations at Peloton discussing how the world’s largest interactive fitness platform has decided to invest in field…
Perusing tech news headlines or looking at conference agendas, you see AI everywhere. While you innately know better, with the messages being delivered, it can be easy to be persuaded…
This is part of an ongoing series on the state and standards of service management software in 2020. For the first article in this series, click here. When defining service…
I came across an article from HBR recently that got me thinking about the opportunity that may currently exist for service organizations to put a major dent in the much-discussed…
Back in December, in honor of the holidays, I was compelled to write about service through the lens of a popular movie series. It now being the end of July,…
We share a lot of stories of companies on the path to servitization or outcomes-based service – companies looking to leverage service more strategically by moving beyond their traditional product…
We spend quite a lot of time around here discussing what defines exceptional service delivery, whether it be the strategies for managing customer retention, transitioning to new business models, or…
Given the avalanche of video streaming platforms that we’ve been pelted with over the last few years, you’d be forgiven if you missed the fact that NBCUniversal just launched their…
The Gartner 2020 Magic Quadrant for Field Service Management is a highly-anticipated piece of research each year, both for the vendors hoping they’ve achieved a prominent placement and for those…
This week, Gartner once again released its Magic Quadrant, evaluating Field Service Management software vendors on their ability to effectively provide solutions to their customers. The report is, as always,…