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Digital Transformation

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According to ABI Research, the total augmented reality market is estimated to reach over $100 billion by 2024, at an average CAGR of 75 percent. The research firm says, “The mainstay early adoption verticals like Manufacturing, Logistics, and Energy are still showing impressive growth, while newer verticals like healthcare, media & entertainment, and retail/commerce/marketing are the fastest growing.” Personally, AR is one of the technologies I find most exciting and compelling for service organizations because…

As someone who cooks a lot at home, I have been trying to improve my culinary chops for quite a while now. Between binging on cooking YouTube channels (Highly recommended: Bon Appetit) and simply getting creative with ingredients, I think that I’ve built up a strong home cook aptitude, and have proudly expanded my repertoire (and my palate) with new spices and ingredients. One thing that practice has taught me is the tenuous balance of…

Field service is evolving enormously in recent years and technology and customer expectations will continue to advance just as quickly. Twenty years ago, field service may have been centered on break-fix repair, but the velocity now is towards long-term, contractual arrangements that are more satisfying for the customer and more lucrative for the service provider. Transformational technologies can enable whole new revenue models that make field service organizations stickier and more intimate with their customer…

In the mid-1990’s, organizations began building software designed to track different metrics for their employees. About an hour after any one of those systems were implemented, at least one employee would have figured out a way to game the system. I was not one of those employees. I was, by contrast, a vehement rule-follower who was aghast that a fellow employee (We’ll call him Jeremy) would return and re-sell warranties at the end of a…

There’s much debate on whether New Year’s resolutions are worthwhile, but in my opinion, it can never hurt to pause and set some intentions. Service has made strides in the past couple of years when it comes to being seen for its competitive worth and being prioritized within businesses, so there is more focus than ever on how to succeed in service. This comes at the perfect time, because there is also more pressure from…

I recently interviewed Hilbrand Rustema, Founder of Noventum Service Management – a consulting firm dedicated to unlocking the value of service business for organizations. Noventum has more than 75 consultants worldwide serving all major industry regions including Germany, France, Spain, Benelux, Scandinavia, UK, North America and China. The firm has led successful transformations for more than 200 clients, giving Hilbrand a unique collective look at the state of service. Stay tuned for his podcast episode…

While I could be considered a mainstay of the US WBR event circuit, last week was my first time not only attending but also speaking at WBR Field Service Europe in Amsterdam. It was exciting to experience a Field Service event through a slightly different lens but also reassuring that — regardless of geography — the challenges, changes, and demands that are facing service leaders remain consistent. While there are of course variations on objectives…