The IoT reality IoT is growing quickly, but are you prepared for what that means in reality? The Internet of Things (IoT) involves an increasing prevalence of objects and entities (things)…
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A few weeks ago, at Field Service Amelia Island, Maria Pallotta, Chief of Staff at Canopy Lawn Care, gave a highly engaging and delightfully actionable presentation on recruiting. I know…
The point of value extraction from enterprise software has changed over the years. One of my earliest memories was in the mid-1990s with a fantastic software application that was designed…
I know what you’re thinking—The last thing that your business needs is another top-down decision-maker imposing their vision on a staff. But hear me out. I have two questions about…
In the May, 2014 issue of The Atlantic, Katty Kay and Claire Shipman wrote an article “The Confidence Gap”, and how evidence shows women are less self-assured than men, and…
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…
My day started in the normal manner — start my computer, go get a cup of coffee, come back to the Windows 3.1 boot screen, enter my credentials and make…
I was on vacation last week sipping a Pina Colada by the pool (OK, wrangling toddlers is a more accurate description) when I read the news that Salesforce had acquired…
A customer journey map is a visual or graphical interpretation of the overall story from an individual’s perspective of their relationship with an organisation, service, product or brand, over time and…
Field service organizations historically haven’t been known to be very agile, and the reality is that many likely still aren’t. That absolutely must change, though, and in short order. Gone…
The implementation of cloud platforms in recent years has become, well, a bit pedestrian. Now, the challenge seems to be in experimenting with different approaches to get folks to recognize…
I had the good fortune of interviewing Joe Pine, co-author of The Experience Economy: Work Is Theatre & Every Business a Stage and Co-founder of Strategic Horizons, this past week…
Regardless of its exact origins, the fact remains that many organisations of varying shapes, sizes and industry sectors still rely on balanced scorecards to drive their operational performance. Let’s consider…