state The State Of Service

Over 7,000 customer service professionals were surveyed worldwide to determine how customer service standards continue to change in the midst of crisis, which strategies, tactics, and technologies service organizations are turning to in the new normal, how service organizations are navigating abrupt changes in their work environment, and the impact and trajectory of field service during a time of social distancing.

  • Survival Guide For 2G, 3G Network Sunsets

    It is predicted that all major North American carriers will begin shutting down their 2G and 3G networks over the next three to five years, meaning the time is now for IoT solution providers leveraging these networks to begin planning their transition to LTE. This may seem like a daunting undertaking for organizations who have long relied on 2G and 3G to power their connected solutions, but by carefully planning and executing against a comprehensive LTE migration strategy, IoT providers can not only sustain the success of their deployments but also reap the benefits that LTE has to offer. 

  • The Future Of Service Delivery: Humans, AI And Automation

    The field service market is growing rapidly, with some estimates projecting it to more than double in size by 2022. At the same time, customer expectations around the speed and quality of service are increasing. In order to keep pace, field service organizations are investing in new tools and systems. Most companies are somewhere on the path to digitization, but they need to do more. Simply wrapping a layer of technology around traditional pen-and-paper processes is no longer enough -- they should be looking to drive efficiency through intelligent automation.


  • Service Growth Portfolio Management

    Revenue and market growth are accelerated by a new approach to leading a service business. The Service Growth Portfolio concentrates on value and capability creation in three distinct investment areas: 1) Service Product Offering, 2) Workforce Skills and Behaviors, 3) Enabling Technology.

  • 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.

  • Wearable Computers, Augmented Reality Solutions Emerging

    The use of wearable computing and AR-based field service applications is increasing, but vendor volatility is still a concern.

  • Net Promoter Score: The Sum Effect Of Customer Interactions

    Customers interact with a company across multiple touch points such as sales, customer service, and technical support. Interactions are not limited to human contact; customers interact with a company’s systems, channels, and products that mold their view as well. These experiences customers have over the myriad interactions influence their perception of an organization.

  • 5 Failures of Customer Journey Maps – And How to Avoid Them

    Your field force are the key people who interact with customers, day in and day out. One of the foundations often used to ensure that your customers have a consistent experience is to create a customer journey map. When properly trained on and executed, it will guide your team to take the right actions at the right time and to ensure they understand when and how to best engage customers around different circumstances.


  • How Oxford Nano Is Using Remote Assistance As A Service Differentiator

    Oxford Nano is providing innovative remote assistance software to their customers through their AR-enabled “Virtual Assist” solution. Their customers get instant access to the company’s global team of service and applications experts to guide customers through technical and application issues in real-time. Oxford Nano provides this solution as a part of their commercial offerings to transition customers from reactive to proactive support, providing higher customer value and additional revenue to the service organization. 

  • Aberdeen Webinar: The State Of Visual Engagement In Customer Service

    Service activities have never been so complicated and rewarding as they are in 2021. On the one hand, service leaders face unprecedented changes such as the meteoric rise of remote work and rapid adoption of new customer engagement channels. On the other hand, they have more tools at their disposal than they ever did before. Watch the webinar, co-hosted by Omer Minkara, VP of research from Aberdeen Group, that uncovers why visual engagement is the top focus area for service leaders in 2021.

  • How Digital Tools Have Changed Field Service For Good

    The events of 2020 proved just how adaptable Service Leaders need to be. And in some cases the Coronavirus response provided (what some would consider) a catalyst for digital transformation and adoption of digital tools.


  • Real-World Advice For IoT Success

    The best way to learn how your peers are successfully leveraging M2M/IoT within their organizations is from those peers themselves. This special report features firsthand insight from companies that have been through the IoT selection and deployment process and are reaping the benefits.