By Michael Blumberg, president, Blumberg Advisory Group
Analyst Michael Blumberg lays out your best bets for technology investment for an optimal customer experience with maximum service value.
Over the last several years, we’ve observed an increased interest among capital equipment manufacturers in optimizing the customer experience and maximizing service value (i.e., revenues, profits, market share) while improving service productivity and operating efficiency. During this time, a number of technologies to automate service delivery processes critical to achieving these outcomes were presented. Several saw a great deal of fanfare but limited adoption due to challenges in change management. Others gained adoption after the recognition that these applications are necessary for obtaining high levels of productivity, efficiency, and employee engagement.