--- title: The Service Council's Blog description: The Service Council's blog features insight, analysis, and commentary from TSC analysts and its members on areas of service strategy, field service, customer experience management, enabling technology, and more --- [![The Service Counsil](https://blog.servicecouncil.com/hs-fs/hubfs/The-ServiceCounsil-Images/tsc-NEW-logo.fw_.png?width=1432&height=234&name=tsc-NEW-logo.fw_.png)](http://servicecouncil.com/) - [Research](http://servicecouncil.com/research/) - [Full Research Library](http://servicecouncil.com/research/) - [Research Track: Customer Experience](http://servicecouncil.com/about-us/careers/#) - [Research Track: Field Service](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Data & Knowledge](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Innovation & Enabling Technologies](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Strategy & Growth](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Supply Chain](http://servicecouncil.com/about-us/careers/#) - [Community](http://servicecouncil.com/community/) - [Events](http://servicecouncil.com/events/) - [Blog](http://servicecouncil.com/blog/) - [Join](http://servicecouncil.com/community/registration/) - [TSC Newsletter](https://events.servicecouncil.com/newsletter-access) - [Research](http://servicecouncil.com/research/) - [Full Research Library](http://servicecouncil.com/research/) - [Research Track: Customer Experience](http://servicecouncil.com/about-us/careers/#) - [Research Track: Field Service](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Data & Knowledge](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Innovation & Enabling Technologies](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Strategy & Growth](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Supply Chain](http://servicecouncil.com/about-us/careers/#) - [Community](http://servicecouncil.com/community/) - [Events](http://servicecouncil.com/events/) - [Blog](http://servicecouncil.com/blog/) - [Join](http://servicecouncil.com/community/registration/) - [TSC Newsletter](https://events.servicecouncil.com/newsletter-access) # The Service Council's Blog ## [Star Wars, Customer Service, & Me!](https://blog.servicecouncil.com/star-wars-customer-service) Posted by [Ray Morley](https://blog.servicecouncil.com/author/rmservicecouncil.com) on Dec 20, 2016 3:37:54 PM - [Tweet](https://twitter.com/share) 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! [Read More](https://blog.servicecouncil.com/star-wars-customer-service) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/star-wars-customer-service#comments-listing) Topics: [Customer Experience](https://blog.servicecouncil.com/topic/customer-experience), [customer service](https://blog.servicecouncil.com/topic/customer-service), [Perspective](https://blog.servicecouncil.com/topic/perspective), [star wars](https://blog.servicecouncil.com/topic/star-wars) ## [Being Thankful – What is the Value of Having the Right Answer to Solve a Service Problem?](https://blog.servicecouncil.com/thankful-value-right-answers) Posted by [Aly Pinder](https://blog.servicecouncil.com/author/apservicecouncil.com) on Nov 23, 2016 4:52:21 PM - [Tweet](https://twitter.com/share) 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. [Read More](https://blog.servicecouncil.com/thankful-value-right-answers) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/thankful-value-right-answers#comments-listing) Topics: [customer service](https://blog.servicecouncil.com/topic/customer-service), [Field Service](https://blog.servicecouncil.com/topic/field-service), [Perspective](https://blog.servicecouncil.com/topic/perspective), [Technician](https://blog.servicecouncil.com/topic/technician), [thanksgiving](https://blog.servicecouncil.com/topic/thanksgiving) ## [ClickSoftware Seeks a Course to Software Magic: A ClickConnect 2016 Review](https://blog.servicecouncil.com/clicksoftware-clickconnect-2016-review) Posted by [sumairdutta](https://blog.servicecouncil.com/author/sumairdutta) on Nov 15, 2016 5:58:45 PM - [Tweet](https://twitter.com/share) One of my favorite presentations at [ClickSoftware](http://www.clicksoftware.com)’s recent ClickConnect conference was from [J. Randall Hunt](https://twitter.com/jrhunt) 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. [Read More](https://blog.servicecouncil.com/clicksoftware-clickconnect-2016-review) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/clicksoftware-clickconnect-2016-review#comments-listing) Topics: [augmented reality](https://blog.servicecouncil.com/topic/augmented-reality), [Field Service](https://blog.servicecouncil.com/topic/field-service), [customer engagement](https://blog.servicecouncil.com/topic/customer-engagement), [Perspective](https://blog.servicecouncil.com/topic/perspective), [clicksoftware](https://blog.servicecouncil.com/topic/clicksoftware), [fieldbit](https://blog.servicecouncil.com/topic/fieldbit), [fleetmatics](https://blog.servicecouncil.com/topic/fleetmatics), [greenroad](https://blog.servicecouncil.com/topic/greenroad) ## [My First Sales & Marketing Conference: No Fluff, Focus on Results](https://blog.servicecouncil.com/sales-marketing-focus-on-results) Posted by [Aly Pinder](https://blog.servicecouncil.com/author/apservicecouncil.com) on Nov 15, 2016 2:13:16 PM - [Tweet](https://twitter.com/share) 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](http://www.inbound.com/) 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”. [Read More](https://blog.servicecouncil.com/sales-marketing-focus-on-results) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/sales-marketing-focus-on-results#comments-listing) Topics: [Perspective](https://blog.servicecouncil.com/topic/perspective), [Inbound](https://blog.servicecouncil.com/topic/inbound), [Marketing](https://blog.servicecouncil.com/topic/marketing), [Sales](https://blog.servicecouncil.com/topic/sales), [service](https://blog.servicecouncil.com/topic/service) ## [The Killer App for IoT is Service: GE Digital Acquires ServiceMax](https://blog.servicecouncil.com/killer-app-iot-service-ge-digital-acquires-servicemax) Posted by [sumairdutta](https://blog.servicecouncil.com/author/sumairdutta) on Nov 15, 2016 9:53:57 AM - [Tweet](https://twitter.com/share) [![](https://blog.servicecouncil.com/hubfs/Imported_Blog_Media/Slide1-8.png)](https://blog.servicecouncil.com/killer-app-iot-service-ge-digital-acquires-servicemax) 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](https://www.genewsroom.com/press-releases/ge-digital-acquires-servicemax-extend-predix-and-analytics-across-field-service)). 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. [Read More](https://blog.servicecouncil.com/killer-app-iot-service-ge-digital-acquires-servicemax) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/killer-app-iot-service-ge-digital-acquires-servicemax#comments-listing) Topics: [Internet of Things](https://blog.servicecouncil.com/topic/internet-of-things), [News](https://blog.servicecouncil.com/topic/news), [ServiceMax](https://blog.servicecouncil.com/topic/servicemax), [IoT](https://blog.servicecouncil.com/topic/iot), [GE Digital](https://blog.servicecouncil.com/topic/ge-digital), [Industrial Internet of Things](https://blog.servicecouncil.com/topic/industrial-internet-of-things) ## [Recap Friday: Workforce Empowerment](https://blog.servicecouncil.com/recap-friday-workforce-empowerment) Posted by [sumairdutta](https://blog.servicecouncil.com/author/sumairdutta) on Nov 11, 2016 4:39:18 PM - [Tweet](https://twitter.com/share) 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. [Read More](https://blog.servicecouncil.com/recap-friday-workforce-empowerment) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/recap-friday-workforce-empowerment#comments-listing) Topics: [Perspective](https://blog.servicecouncil.com/topic/perspective), [employee empowerment](https://blog.servicecouncil.com/topic/employee-empowerment), [engagement](https://blog.servicecouncil.com/topic/engagement), [safety](https://blog.servicecouncil.com/topic/safety), [scott geller](https://blog.servicecouncil.com/topic/scott-geller) ## [Owning the Service Experience While Outsourcing Some of the Work](https://blog.servicecouncil.com/owning-the-service-experience) Posted by [Aly Pinder](https://blog.servicecouncil.com/author/apservicecouncil.com) on Nov 7, 2016 12:03:30 PM - [Tweet](https://twitter.com/share) “Memorable customer service comes from emotionally engaged employees”. This a quote from one of our keynote speakers at this year’s [Smarter Services Symposium](https://info.servicecouncil.com/ondemand-webcast-2016-smarter-services-symposium-recap-register). 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? [Read More](https://blog.servicecouncil.com/owning-the-service-experience) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/owning-the-service-experience#comments-listing) Topics: [Field Service](https://blog.servicecouncil.com/topic/field-service), [Perspective](https://blog.servicecouncil.com/topic/perspective), [service excellence](https://blog.servicecouncil.com/topic/service-excellence), [service outsourcing](https://blog.servicecouncil.com/topic/service-outsourcing), [third-party technicians](https://blog.servicecouncil.com/topic/third-party-technicians) ## [Machines in Service Series Part I: The IoT Won’t Do Everything](https://blog.servicecouncil.com/machines-in-service-iot-wont-do-everything) Posted by [Aly Pinder](https://blog.servicecouncil.com/author/apservicecouncil.com) on Oct 27, 2016 10:03:29 AM - [Tweet](https://twitter.com/share) “…the only thing we have to fear, is fear itself.” – Franklin D Roosevelt ([1933 Inaugural Speech](https://www.youtube.com/watch?v=nHFTtz3uucY)) [Read More](https://blog.servicecouncil.com/machines-in-service-iot-wont-do-everything) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/machines-in-service-iot-wont-do-everything#comments-listing) Topics: [customer service](https://blog.servicecouncil.com/topic/customer-service), [Internet of Things](https://blog.servicecouncil.com/topic/internet-of-things), [Field Service](https://blog.servicecouncil.com/topic/field-service), [Perspective](https://blog.servicecouncil.com/topic/perspective), [IoT](https://blog.servicecouncil.com/topic/iot), [machines](https://blog.servicecouncil.com/topic/machines), [service excellence](https://blog.servicecouncil.com/topic/service-excellence) ## [Metrics in Field Service: A Moving Target](https://blog.servicecouncil.com/field-service-metrics-moving-target) Posted by [sumairdutta](https://blog.servicecouncil.com/author/sumairdutta) on Oct 12, 2016 3:19:30 PM - [Tweet](https://twitter.com/share) 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: [Read More](https://blog.servicecouncil.com/field-service-metrics-moving-target) 1 Comment [Click here to read/write comments](https://blog.servicecouncil.com/field-service-metrics-moving-target#comments-listing) Topics: [Field Service](https://blog.servicecouncil.com/topic/field-service), [Perspective](https://blog.servicecouncil.com/topic/perspective), [first-time fix](https://blog.servicecouncil.com/topic/first-time-fix), [key performance indicators](https://blog.servicecouncil.com/topic/key-performance-indicators), [KPIs](https://blog.servicecouncil.com/topic/kpis), [mean time to repair](https://blog.servicecouncil.com/topic/mean-time-to-repair), [meant time to resolution](https://blog.servicecouncil.com/topic/meant-time-to-resolution), [metrics](https://blog.servicecouncil.com/topic/metrics) ## [Fresh Eyes and a New Challenge: My First Smarter Services Symposium](https://blog.servicecouncil.com/fresh-eyes-new-challenge-first-smarter-services-symposium) Posted by [Aly Pinder](https://blog.servicecouncil.com/author/apservicecouncil.com) on Oct 11, 2016 10:44:21 AM - [Tweet](https://twitter.com/share) “Change or Perish!” [Read More](https://blog.servicecouncil.com/fresh-eyes-new-challenge-first-smarter-services-symposium) 0 Comments [Click here to read/write comments](https://blog.servicecouncil.com/fresh-eyes-new-challenge-first-smarter-services-symposium#comments-listing) Topics: [Field Service](https://blog.servicecouncil.com/topic/field-service), [Perspective](https://blog.servicecouncil.com/topic/perspective), [employee engagement](https://blog.servicecouncil.com/topic/employee-engagement), [service excellence](https://blog.servicecouncil.com/topic/service-excellence) [All posts](https://blog.servicecouncil.com/all) [Next](https://blog.servicecouncil.com/page/2) ### Subscribe to Email Updates ## The Service Council ### Who Are We? The Service Council serves as a learning, engagement, and networking platform for the broader community of service and customer management executives. Members can sharpen their strategy with the aid of: - Research Data - Analysis and Insight - Access to Community Events Check out our: - Research [Library](http://servicecouncil.com/research/) - Archived [Webcasts](http://servicecouncil.com/research/#tab-t5) - Interviews and [Podcasts](http://servicecouncil.com/research/#tab-t6) - Membership [Overview](http://servicecouncil.com/community/registration/) ### Posts by Topic - [Perspective (44)](https://blog.servicecouncil.com/topic/perspective) - [Field Service (38)](https://blog.servicecouncil.com/topic/field-service) - [News (20)](https://blog.servicecouncil.com/topic/news) - [IoT (12)](https://blog.servicecouncil.com/topic/iot) - [Internet of Things (8)](https://blog.servicecouncil.com/topic/internet-of-things) - [mobile (8)](https://blog.servicecouncil.com/topic/mobile) - [customer service (6)](https://blog.servicecouncil.com/topic/customer-service) - [augmented reality (5)](https://blog.servicecouncil.com/topic/augmented-reality) - [field technicians (5)](https://blog.servicecouncil.com/topic/field-technicians) - [Customer Experience (4)](https://blog.servicecouncil.com/topic/customer-experience) - [ServiceMax (4)](https://blog.servicecouncil.com/topic/servicemax) - [safety (4)](https://blog.servicecouncil.com/topic/safety) - [service culture (4)](https://blog.servicecouncil.com/topic/service-culture) - [service excellence (4)](https://blog.servicecouncil.com/topic/service-excellence) - [Mobile Hardware (3)](https://blog.servicecouncil.com/topic/mobile-hardware) - [PTC (3)](https://blog.servicecouncil.com/topic/ptc) - [Service Innovation (3)](https://blog.servicecouncil.com/topic/service-innovation) - [Service Management (3)](https://blog.servicecouncil.com/topic/service-management) - [Service transformation (3)](https://blog.servicecouncil.com/topic/service-transformation) - [SightCall (3)](https://blog.servicecouncil.com/topic/sightcall) - [big data (3)](https://blog.servicecouncil.com/topic/big-data) - [clicksoftware (3)](https://blog.servicecouncil.com/topic/clicksoftware) - [customer success (3)](https://blog.servicecouncil.com/topic/customer-success) - 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