A few weeks ago, Gartner released its 2019 Magic Quadrant for Field Service Management, and for the fourth consecutive time,…
Read MoreManaging The March Towards Zero-Touch Service
IFS is Named a Leader for the Fourth Consecutive Time in Gartner’s Magic Quadrant for Field Service Management
Gartner has announced that, once again, IFS has been named in the Leaders’ section of the 2019 Magic Quadrant for…
Read MoreDiversify or disappear: five energy, utilities and resources industry predictions
Renewables accelerating even faster than previously predicted, CX and UX driving innovation, a new generation of proactive consumers driving demand…
Read MoreEnsuring the ROI of Adding Artificial Intelligence
Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and…
Read MoreThe Self-Service Imperative
With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a…
Read MoreAvoiding AI Adoption Mistakes
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in…
Read MoreWhy IFS FSM 6? It’s the field service game changer
At a conference earlier in Q4, I asked the 300+ attendees “are you happy with your service organization and delivery?”…
Read MoreWelcome to the future of field service
Sarah Nicastro joined IFS in October – here she explains her first major initiative as Field Service Evangelist, the creation…
Read MoreWhy Agent Engagement Hinges on Tool Effectiveness
If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…
Read MoreThe Foundational Pillars of Omni-Channel Success
Many organizations want to provide an omni-channel experience, but few are doing it consistently well. If you’re a contact center…
Read MoreWill AI Eliminate Humans in the Retail Contact Center?
When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…
Read MoreFinding the Perfect Balance of AI and Agent-Assisted Service
While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care…
Read More
