Read the latest IFS blog posts from the Service industries experts at IFS here. These authors understand the issues and challenges you face – read their thoughts from around the world on new technologies and market developments in service management. Learn more about IFS’s expertise in the Service industries.

| | Estimated reading time: 3 minutes | Customer Engagement, Service
How Disconnected Systems Are Destroying the Customer Experience
Customer Experience

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….

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| | Estimated reading time: 3 minutes | Service
Welcome to the future of field service
People Talking

Sarah Nicastro joined IFS in October – here she explains her first major initiative as Field Service Evangelist, the creation…

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| | Estimated reading time: 2 minutes | Customer Engagement, Service
Why Agent Engagement Hinges on Tool Effectiveness
agent engagement

If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
The Foundational Pillars of Omni-Channel Success
omni-channel

Many organizations want to provide an omni-channel experience, but few are doing it consistently well.  If you’re a contact center…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Where Does AI Belong in the Retail Customer Experience?
retail customer experience

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Will AI Eliminate Humans in the Retail Contact Center?
Will AI eliminate humans

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
The Emergence of Artificial Intelligence within Customer Service
Artificial Intelligence within customer service

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Finding the Perfect Balance of AI and Agent-Assisted Service
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…

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| | Estimated reading time: 6 minutes | Customer Engagement, Service
Introducing Conversational AI in the Contact Center
Conversational AI

What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Cross-Functional Cooperation is the Key to AI Success
AI success

When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore,…

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| | Estimated reading time: 3 minutes | Service
Geofencing in Field Service—it’s time to lift the barrier
Man in hardhat

A recent Forrester research study pointed out that organizations leading in customer experience outshined laggards by a significant margin in…

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| | Estimated reading time: 2 minutes | Customer Engagement, Service
The First Step to Integrating AI in Your Customer Experience
Integrating AI

When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and…

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