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Digital Transformation

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Alfa Laval is a Swedish company founded in 1883 that is a world leader within the key technology areas of heat transfer, separation and fluid handling. With more than 3,700 patents, Alfa Laval provides worldwide solutions in areas that are vital to society, including energy, pharmaceutical, marine and food. The company has over 17,000 employees, including more than 700 field service engineers, that help customers in nearly 100 countries. As a product manufacturer with deep…

Forrester, in partnership with Bloomreach, recently published a report on the state of commerce experience for, in which they take a look at how both B2B and B2C sellers have realigned their channel strategies in direct response to COVID-19. There’s a lot of illuminating material in the report, especially on how the rate of adoption of digital channels has picked up dramatically in the face of necessity (unsurprisingly), but what is particularly interesting is that…

In the span of a few short months, our world has become more virtual than it has ever been. For service organizations, this means not only work-from-home scenarios across functions but also the need to provide remote service to customers. As such, companies have turned to digital tools to allow employees to stay connected to company leadership, employees to stay connected to one another, and for customer communications and service to remain intact. We’ve discussed…

Early in June, an ArsTechnica reader managed to uncover a strange piece of synergistic multimedia: SimRefinery. Developed by Maxis, creator of 1989’s SimCity, SimRefinery was a tool to help onboard workers at Chevron’s Californa oil refinery. Maxis had developed a division in the early 90’s called Maxis Business Solutions with the purpose of gamifying certain elements of knowledge management for employees and potential employees. In the words of librarian and archivist Phil Salvador: Oil refineries…

When I was 13, I saved up my paper route money every week for a whole year in order to afford to get a computer of my own: A small, beige, sluggish laptop purchased from CompUSA. It was probably one of the only computer sales that the associate ever had that consisted of quarter rolls and one-dollar bills, but there’s really no experience like cracking open the box of your very first electronic device. Once…

While participating recently in a livestream discussion put on by Field Service News on how businesses are preparing for recovery from COVID-19, one of the panelists mentioned that he’d heard brought up recently the idea that there won’t be a “New Normal,” but rather a “Next Normal.” Upon investigation, it seems this is a concept that has been presented by the likes of McKinsey, Forbes, and CNBC – I just hadn’t heard it until this…

Here in the U.S., today’s jobs report tells us that the month of May has seen the largest jump in employment in history. This is not particularly surprising (though apparently many economists were surprised), as people are re-hired or released from furlough in response to states gradually easing COVID-19 restrictions. Nevertheless, this surge is further evidence that we’re nearing something that we’ve been considering since this crisis began: Service is going to approach a bottleneck.…

Our lives, personal and professional, have been forever changed over the course of the last couple of months as we’ve grappled with COVID-19. As I’ve spoken with service leaders about what this crisis has meant for them and for their organizations, what I’ve taken away from those conversations is that while this situation is most certainly devastating and unfortunate, there are aspects of how service organizations are being forced to react that will result in…

I am very fortunate to have one living grandparent: My maternal grandfather. A musician, former public school teacher, and town historian, Grampy is a true renaissance man. Even as he tiptoes towards triple digits (though he’d be quick to say he’s not THAT close) he’s taking on new projects. His recent fixation, at least over the course of the last decade or so, has been the digitalization of every old, brittle piece of paper in…

Many leading service organizations have been on a digital transformation journey for some time – those companies have been well-positioned to quickly build upon their efforts to react to these new and challenging circumstances. Other service businesses, however, have been dragging their feet a bit when it comes to embracing the potential that digital holds. Those laggards are now turning to digital transformation in an effort to survive the global pandemic and, in doing so,…