It’s coming on Christmas, time for a Star Wars movie! Rogue One hits the screens on cue, and fans old and new are enjoying the latest chapter, in the most messed up chronological tale ever told!
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Topics: Customer Experience, customer service, Perspective, star wars
It’s that time of year again in the US. That time where we gather with our loved ones and share a feast, watch football and parades, and reflect on what we are thankful for.
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Topics: customer service, Field Service, Perspective, Technician, thanksgiving
One of my favorite presentations at ClickSoftware’s recent ClickConnect conference was from J. Randall Hunt at Amazon Web Services. While he spoke about Amazon’s cloud infrastructure and how it is empowering organizations such as NASA and SpaceX, he also spoke about innovation for the enterprise. In his presentation, he also introduced two extremely pertinent and powerful quotes, both of which are worthy of their status as inspirational posters/memes etc.
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Topics: augmented reality, Field Service, customer engagement, Perspective, clicksoftware, fieldbit, fleetmatics, greenroad
Last week was an interesting one and I think we all deserved this past weekend. In the mayhem of the week, I was able to attend Hubspot’s Inbound Conference in Boston November 8 – 11. The weeklong sales & marketing event was headlined by an impressive group of people, spanning the gamut from one of the greatest tennis players of all-time to an Oscar-nominated actress to the directors of “Making a Murderer”.
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Topics: Perspective, Inbound, Marketing, Sales, service
As GE prepares for its Mind and Machines Internet of Things (IoT) conference, it added an interesting item to the agenda with the purchase of field service powerhouse ServiceMax for $915m (Press Release). ServiceMax has previously had a footprint in several GE businesses (since Sept 2010) and now GE expects to connect and extend its Industrial Internet of Things (IIoT) vision and Predix platform into the field.
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Topics: Internet of Things, News, ServiceMax, IoT, GE Digital, Industrial Internet of Things
Aly Pinder and I are starting a new series of blogs where we look to recap some of the key service stories of the week. It'll be like a curated list of service stories for the week. On some occasions we might focus on just one story, presentation, or TED Talk.
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Topics: Perspective, employee empowerment, engagement, safety, scott geller
“Memorable customer service comes from emotionally engaged employees”. This a quote from one of our keynote speakers at this year’s Smarter Services Symposium. But what happens when those employees are not your own W-2 workers? What if you are partnering with a third party and outsourcing field work?
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Topics: Field Service, Perspective, service excellence, service outsourcing, third-party technicians
“…the only thing we have to fear, is fear itself.” – Franklin D Roosevelt (1933 Inaugural Speech)
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Topics: customer service, Internet of Things, Field Service, Perspective, IoT, machines, service excellence
If you ask a field service business leader to list the most important metrics for his/her business, the list would include the likes of:
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Topics: Field Service, Perspective, first-time fix, key performance indicators, KPIs, mean time to repair, meant time to resolution, metrics
“Change or Perish!”
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Topics: Field Service, Perspective, employee engagement, service excellence