Gartner has just released its 2019 Magic Quadrant for Field Service Management, and once again, IFS has been named a Leader. While we’re certainly thrilled to once again be recognized for the excellence of our service management solution, and the many ways that it helps service organizations maximize wins and build digital-first service solutions, the…
Gartner has announced that, once again, IFS has been named in the Leaders’ section of the 2019 Magic Quadrant for Field Service Management. In many ways, Gartner’s report outlines what we already knew: the field service landscape is rapidly changing, and IFS is ready to help organizations lead that change. The report paints a picture…
We’ve reached an important inflection when it comes to adoption of emerging tech for Digital Transformation. Use cases for Artificial Intelligence (AI) are beginning to make their way into a variety of software solutions, augmenting automation and helping to improve service outcomes. The thing about all of those technologies is that, as of now, they’re…
When business leaders think about Artificial intelligence (AI), they usually do so in one of two ways. Either they think of it as science fiction, or they see it as a customer-facing gimmick. The reality, though, is that Artificial Intelligence is already beginning to integrate itself into tools used for Digital Transformation in a variety…
It’s easy for an organization to decide to digitally transform their enterprise. They’ve bought into the buzzwords, read the research, consulted the analysts, and seen the figures about the potential cost savings and revenue growth. It all lines up in the abstract, but the question is—how do you actually define what digital transformation means to…
One of the most common mistakes that plagues organizations attempting to chart a path to true digital transformation is the oversight of cultural implications. While some operational changes and even technology investments can be fairly cut and dry, the quest for digital excellence is far more intricate. To reap the real rewards of your digital…
In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. Prediction #1: FSOs Will Get Creative To Fill The Talent Gap Talent: How can we find it, hire it, and then keep it onboard? This…
Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and resources. Because of this, when an organization is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are a number of ways…
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, its ability to capture robust customer insights, and its efficiency in handling contacts make it a very attractive investment for contact center leaders. Customers realize this and…
With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a stellar CX without strong self-service capabilities, and the demand from your customers to take control of their service experiences is only going to increase. I spoke recently with Aly Pinder Jr, Program Director, Service Innovation…
