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
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
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
We just concluded the 5th Smarter Services Symposium in Chicago. By all accounts it was our best event yet and sets the bar extremely high for our 2017 Symposium (to be announced here). We're still compiling all of the feedback and will get a final assessment when all results have been tabulated.
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Topics: Perspective, consumerization, service excellence, symposium
I'm not on Facebook, but apparently this picture has been making the rounds.
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Topics: Field Service, Perspective, accidents, safety, well-being
Several years ago, I had the opportunity to hear Doug Lipp speak at and close an event that I was running. A closing keynote is always a pretty tough spot as attendees are anxious to get going. They've been learning and networking for 2-3 days and those emails and calls that have been on hold are becoming a little more frantic.
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Topics: Perspective, culture, disney university, doug lipp, keynote, symposium
Note: This is the final piece in our blog series on consumer ratings and perceptions regarding field service. The first two can be found here and here (Part 1, Part 2). To learn more, join our summary webinar where we talk about the key research findings.
Drum Roll Please. Well, not to be too dramatic, but we’ve set the stage for the final results from our field service performance appraisal projects. Remember, US consumers are the appraisers.
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Topics: News, consumer ratings, field service performance, ratings
Note: This is the 2nd of our 3-part blog series on consumer perceptions of field service delivery. An introduction to the project is found in Blog 1 – Field Service Performance: What Resonates with US Consumers. This post focuses on the opportunity in field service relationship management.
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Topics: Customer Experience, News, Field Service, ratings, relationship management
Our research typically focuses on polling the leaders of service organizations. To that end, we’ve documented field service progress and challenges extensively. We look to continue to do so via our ongoing coverage and our annual Smarter Service Symposiums. Recently, we’ve branched out into getting different perspectives and ratings from the various stakeholders in the field service delivery chain. In May 2016, we published a report highlighting key take-aways from direct surveying of front-line field service technicians. The research yielded valuable insights, specifically around the day-to-day obstacles encountered by technicians in getting work done. We will continue our focus on technician-oriented research.
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Topics: News, Field Service, efficiency, experience, perceptions, ratings