Featured Articles

  1. Does Technology Enable Or Delay Transformation?

    The race to implement the latest platform or build an application to manage a process within service or just move from paper to something mobile has transfixed the service world. Technology has become the primary focus of much of what we read about and captures much of our budgets as we look to transform.

  2. A Clearer View Of Customer Data

    Learnings from a global IT infrastructure service and support provider on achieving a single source of truth for customer information.

  3. What Supply Chain IT Managers Are Looking For Under The Tree This Year

    There’s good news and some not-so-good news for supply chain CIOs and IT managers this holiday season. The good news is the holiday shopping season continues to creep earlier into the year. It now unofficially kicks off around Halloween, and Black Friday specials routinely run for weeks instead of a single day. Even Cyber Monday isn’t the event it once was as consumers now have the confidence to shop later in the season and still receive e-commerce orders before the holidays.

  4. Technologist As Field Service Leader?

    Read any service industry article and there will be reference to or a complete subject on technology.  From artificial intelligence (AI) and data scientist roles to interacting with chat bots, technology is influencing every part of a service organization and its ability to provide value and improve.

  5. Customer Self-Service: The Increasing Use Of Tech Tools To Drive Customer Satisfaction

    Self-service is defined as the use of technology tools that empower customers to address their own needs and help themselves without interacting with a live agent.  These tools are two-way communication-focused, enabling such things as website interactions with FAQs and knowledge bases, chats with chatbots and/or live agents, verbal exchanges with IVR systems or virtual assistants, text and in-app messaging services, customer-facing web portals, and social media content and communities.

  6. Building An Effective Services Management Plan

    Building a strategic plan for services management is like putting together a jigsaw puzzle: First you need all the pieces, and then you have to fit them all together. However, there are several key questions that must be addressed before embarking on the services planning journey.

  7. Securing Profitability With Mobility

    A mobile field service management solution has helped Proguard Protection Services increase billable hours and improve its profit margins.

  8. AI Is Coming To Services, But It’s Not Here Yet

    Service Strategies' benchmark study reveals executives' current service business practices and future outlooks as they relate to artificial intelligence.

  9. The Importance Of Service For A Best-In-Class Manufacturing Company

    As manufacturers recognize that happier customers equal higher profits, customer experience is becoming a critical competitive differentiator.

  10. Lessons Learned As VP Of Service Operations

    How teamwork, continuous learning, a readiness for change, and investing in training and cross-functional relationships will serve you well when managing in the service industry.