Light Bulb Idea 5 Field Service Mega-Trends For 2021

There’s no question that the COVID-19 pandemic has reshaped our world and our industry, and that field service trends have emerged or accelerated as we all adapted to the changes around us. One thing seems certain: for the foreseeable future, our ability to deliver quality field and customer service will depend on how well we understand these trends and apply the lessons we’ve learned in recent months to them.

  • Key Success Requirements For Field Service Management

    It can be challenging to understand which field service management (FSM) features can best lead to specified business benefits. Mapping out an FSM strategy and comparing different FSM solutions can be difficult because so many FSM capabilities are complementary. One way to understand different kinds of FSM capabilities is by partitioning them into three categories: in the field, intelligent capabilities, and optimization.

  • Rise Of The Augmented Worker

    How Enterprise Augmented Reality, Artificial Intelligence, and the Consumerization of Software will Revolutionize Manufacturing.


  • 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.


  • Creating A Resilient Services Framework

    The strain to meet mission critical service demands has only increased and the pressure to achieve greater service levels and customer satisfaction is at an all-time high. For OEMs to deliver exceptional customer experiences to their end users in these environments they need to have a resilient service delivery capability.

  • AI In Field Service: Understanding The Impact On Your Customers, People And Assets

    Artificial Intelligence (AI) will not only have a profound impact on business and operational efficiency, it will also change forever how people interact with and view technology.

  • Creating Meaningful Diversity In Service

    Day Three of Service Leaders Spring Break, powered by Aquant. Watch the interactive panel of experts discuss how to hire a diverse team, what actions are needed to foster an equitable culture, steps leadership can take to make changes today, and more!


  • 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.