Service Growth Depends On An Engaged Field Team

By Aly Pinder Jr., program director, service innovation & connected products, IDC Manufacturing Insights, www.idc.com

Innovative technologies are exciting, but nothing is more important than empowering your field technicians.

As we reach the unofficial halfway point to the year, it is important to take stock of where we are and how we can guarantee we close 2018 strong. This has been another year along the transformation journey for the service leader where technologies like the IoT, augmented reality (AR) and virtual reality (VR), and artificial intellience (AI) have moved beyond the alphabet soup of buzz to begin to add value.Despite these really cool and extremely innovative technologies gaining importance in the service transformation journey, I believe service excellence and growth in the market will still come down to people — namely the field service technician.