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IoT

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Makino is a globally recognized company that produces metal-cutting and EDM machines. Like many product manufacturers, Makino is looking for new ways to differentiate itself through service. As such, the company is incorporating IoT, AI, and ML into its operations to enable the shift from reactive to predictive service. “This is a critical shift for Makino. It allows us to make support a competitive weapon,” says Mark Rentschler, VP of Customer Support at Makino. Makino,…

Delivering superior experiences to customers has many benefits for optimizing returns on investments and it can be a significant value adding factor. For example, it can lead to achieving a competitive advantage from the branding level. In addition, through the experiences of customers, a powerful positioning can be established for being perceived as the best of class in service. This requires a strong understanding of how the customers want to experience their journeys of interactions…

If you’ve missed my earlier posts in this series on digital adoption, you can read here what we discussed about The Hierarchy of Digital Adoption, Building and Fortifying Your Digital Reputation, and How to Avoid Being Crippled by Choice. There is no doubt that, in the business world, not all software applications are created equal. Take for instance your transactional systems, email, accounting, etc. These applications are designed, configured (sometimes customized), implemented, and deployed. Notice that…

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…

In a joint research study with the Advanced Services Group, a center of excellence at Aston Business School, Noventum explored how five societal ‘Megatrends’ bring opportunities for business growth for manufacturing companies through advanced IoT enabled services. The complete research paper can be downloaded at Noventum’s website. There are five societal megatrends we explored in this research, and they are: • Value change • Green and resource scarcity • Health and Aging • Globalisation and…

The Internet of Things (IoT) refers to smart, connected products (hardware, software, sensors, etc.), which improve reliability, increase capabilities and help us use products much more effectively and efficiently. IoT allows these smart connected products to generate data that can help you deliver unprecedented value to your customers. This data can be gathered, analysed and delivered in a way that can be used to your and your customers’ advantage. For example, MAN Truck & Bus…

If you missed my first post in this series, you can check it out here. I promised to follow up with some tactical steps to help future proof your business in the Digital Age, and the first step is building and protecting your digital reputation. I know – digital reputation, you are kidding me, right? You might be thinking, all that I have ever needed is the ability to send and receive email. Maybe occasionally,…

It’s easy to see autonomous vehicles as some far-flung future tech, but the reality is, autonomous cars are on the road today, and each year, between new entrants, acquisitions among traditional auto makers, and fierce public interest, we are closer to a driverless world than you’d think. We already know where the first business entrants will come from: Logistics, delivery, and transportation services. An eclectic group of brands, from Google to Dominos have already dipped…

In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. PREDICTION #1: FSOs WILL GET CREATIVE TO FILL THE TALENT GAP Talent: How can we find it, hire it, and then keep it onboard? This was of paramount concern to the majority of the field service leaders I talked with in 2018. And they’re not…

In my everyday life, I am regularly inundated with advertisements from various service organizations. Chimney sweeps, roofers, lawn care companies, and various other enterprises are perpetually trying to sell my wife and me on their services. These typically come as a series of mailers, and each time I receive one, I remove it from my mailbox, carefully rip off my address information, and throw it in the recycling bin. I will need all of the…