Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in…
Read MoreRead 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.
Avoiding AI Adoption Mistakes
Why 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 MoreHow 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 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 MoreWhere Does AI Belong in the Retail Customer Experience?
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…
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 MoreThe Emergence of 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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