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Customer Experience

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Founded in 1972, Spencer Technologies has grown to become a global company with more than 500 employees and 200 technicians throughout the United States, Canada, Mexico and Europe. The company provides project management and technology services to support retail stores and multi-site organizations. I had the honor of interviewing Rudy Goedhart, Business Intelligence Director at Spencer Technologies recently at the IFS 2019 InFocus Group customer training and education event. Spencer has been an IFS Field…

Last week was spent in sunny Palm Springs taking notes on the top-of-mind trends and themes among service leaders at Field Service Palm Springs 2019. There was great energy at the event, a very well-done production by WBR. I had the opportunity to connect with old friends and make some new and I was fortunate to participate in and listen in on some interesting sessions. Before this week of post-travel catch up gets away from…

In this series thus far, we’ve discussed various aspects of how to ensure digital transformation success. Last time, we talked about the importance of building a positive digital reputation – and one of the keys to doing so is to make it personal for your employees. If you look back at the legacy of software deployment within organizations over the last couple of decades, with a keen focus on transactional systems, practitioners learned how to…

Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your CX strategy or make continual improvement on your CX efforts, Annette has a tip for you.    

Last year, I wrote an article in which I compared AI in video games—a phenomenon that’s been around for over 40 years—with AI in business applications—a comparatively new development. In it, I used the example of a two-brained approach to AI development. One “brain” manages an operational task, while the other manages a customer-focused task. I argued that this, ultimately, is what AI in service should look like. In exploring the most recent developments in…

The prevailing wisdom is that, when it comes to Digital User Experience, the emphasis of design should always favor the customer. It’s true that managing customer user experience through your organizations’ systems is a key element in serving, retaining, and attracting new customers, but if you’re stopping there, you’re ignoring a huge opportunity.

When looking at how companies measure employee performance, it’s clear that there is wide variation across the industry in terms of incorporating customer satisfaction into the mix. In past years, we have observed that companies were generally doing a poor job in linking employee performance to customer satisfaction. While improvements in this area have been seen recently, many companies are still struggling to enhance their process for linking performance to satisfaction. In a recent study…

Are you gearing up for a trip to Field Service Palm Springs next month? I am working on some cool things that Future of Field Service will be doing at the event, and it had me thinking about what I’m most excited to discuss while there. The thing I love about this event is that it enables me, and all of the other attendees, to connect with so many people at once – there’s really…

For field service organizations looking to dominate in their industry, conquer customer satisfaction, and embrace the latest technologies, the process of an acquisition can be both an exciting and daunting one. On one hand, you are investing in the potential for growth and eliminating from your competitive set. On the other hand, as field service navigates a new service landscape, adding a team that has differing ideas, varying ways of work, and completely disparate technologies…

How do you define self-service for your service organization? Is it merely the act of a customer resolving an issue themselves? Is it a phone conversation with a support representative walking them through the process? If you’re leaving your customer there, then you’re leaving your customer behind, and there will certainly be competitors who are ready to take them away from you. Self-service is going to be a key component of maximizing efficiency for the…