Have you developed or revised your Field Service Management (FSM ) strategic plan to be ready for the future? Now may be the time to identify and evaluate both your strategy and vendors that can adapt to new technologies for FSM.  Continue Reading..

With the release of iOS 11.3 in the spring, Apple will launch Business Chat – a new feature in iMessage that enables customers to engage directly with businesses. Business Chat allows a customer to open an iMessage window from Safari, Maps, or Siri, and start a conversation with a business. Through this chat, customers can talk with a business’s service representative, make payments via Apple Pay, and even schedule appointments.  Continue Reading..

On page 6 we delve into an in-depth interview with Jamie Smith, the CIO of ServiceMaster, about the company’s quest to maximize the customer experience. The initial part of this process was what Smith calls “customer journey mapping.” As ServiceMaster conducted this mapping, it learned that the wishes and demands of customers are not uniform. To maximize customer satisfaction, Smith explains that you have to be willing and able...  Continue Reading..