At a conference earlier in Q4, I asked the 300+ attendees “are you happy with your service organization and delivery?”…
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Why IFS FSM 6? It’s the field service game changer
How to Balance People and Bots in Your Retail Service Experience
One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When…
Read MoreIFS FSM 6: ensuring the quality of our new release!
We’re now just days away from the launch of our latest version of IFS Field Service Management, FSM 6. The…
Read MoreIFS FSM 6: Delivering a superior experience….to everyone!
With the imminent arrival of the latest version of our industry leading field service management solution, IFS FSM 6, I…
Read MoreHow Disconnected Systems Are Destroying the Customer Experience
When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….
Read MoreGiving military equipment a new lease of life – how to prolong the service life of assets
The high cost of developing new equipment and the changing political climate between countries where lengthy procurement projects need a…
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 MoreIndustrial IoT trend advancing rapidly despite strong headwinds
Selecting and implementing any enterprise technology is not a rapid process. And the internet of things (IoT), as an enterprise…
Read MoreBrexit – an opportunity for scenario planning
Brexit, the UK’s EU exit, has sparked debate from many perspectives. With more questions being asked than solutions offered, Brexit…
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 MoreImplementing 2-tier ERP – Making it work
The advantages and disadvantages of a 2-tier ERP strategy In my last blog I looked at the reasons why a…
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