Enterprise software solutions are widespread, but not until recently have integrated, multi-function, end-to-end systems been available for global deployments in the Reverse Logistics industry. Many companies involved in Reverse Logistics…
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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…
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 and Building and Fortifying Your…
These days more than ever, businesses are operating in data rich environments. Data emanates from everyday business operations, sales and customer account activities, service call activity, financial and economic transactions,…
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…
We’re living in a world of customer-centricity, which I think is amazing. Customer experience and satisfaction are topics that I really enjoy learning and writing about, and I’ve witnessed the…
Amazon has put its hands into a great many cookie jars over the last two and a half decades — from bookseller, to big box store, to technology company, to…
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…
You are likely hearing, reading, and thinking a lot about the digitalization of field service and the movement of the entire industry toward outcomes-based service. Some of you may be…
Field Service Evangelist
Future of Field Service
Master The Present, Lead The Future
I hope you find Future of Field Service to be a valuable resource where you can gain knowledge and perspective that will help you build upon a solid foundation for your service organization’s journey into the future. With more than a decade serving the service community, I am passionate about providing an opportunity for service leaders to share their trials and triumphs with one another – along with serving up true industry thought leadership. Here you’ll find success stories of field service business transformation, firsthand insight from service leaders on foremost service topics, analyst perspective on industry trends, and more. You can help me better serve you by letting me know what you’d like to see here – email me at sarah@