AUTHOR ARCHIVES: Aly Pinder

About the Author:

As Program Director, Service Innovation & Connected Products, Aly Pinder Jr leads IDC research and analysis of the service and customer support market for the manufacturer, which includes topics such as field service, warranty operations, service parts management, and how these service areas impact the overall customer experience. Mr. Pinder Jr. is also responsible for research which aids manufacturers as they evaluate innovative technologies like 3D printing for service operations, augmented and virtual reality in field support, and remote monitoring and resolution in support of assets. Mr. Pinder Jr. establishes a roadmap for the manufacturer to better understand how technology can transform service and support functions to drive exceptional customer experiences and customer value, profitable revenue growth, and improved efficiency in the field. BACKGROUND Previously, Pinder Jr. has been an analyst researching the service and customer support market for more than twelve years at The Service Council, the Aberdeen Group, and IDC. He has established himself as a thought leader for the trends and best practices impacting manufacturers regarding field service, service parts management, service contract & warranty management, and the Internet of Things. EDUCATION/INDUSTRY ACCOMPLISHMENTS • M.B.A in Supply Chain Management from The D’Amore-McKim School of Business at Northeastern University • B.S. in Business Administration from Pepperdine University • Frequent keynote speaker, presenter, panelist, and moderator at industry conferences, technology vendor events, and end user events.

What are the Right Technology Investments for the Service Next Normal?

Jun 23, 2020 • FeaturesDigital TransformationTechnologyCovid-19

IDC's Aly Pinder discusses what the next stage of field service could be and what technology can help ride the uncertainty.

The Convergence of AI and Field Service Excellence

Mar 23, 2020 • FeaturesArtificial intelligencefuture of field serviceIDC

The eternal hunt for field service excellence has recently been bolstered by the rapid rise of Artificial Intelligence as a major tool in the arsenal of the field service organisation writes Aly Pinder...

Shared Field Service Knowledge in an On-Demand World

Oct 21, 2019 • FeaturesManagementAly PinderIDCKnowledge ManagementKnowledge SharingKnowledge TransferMillenialls

IDC’s Aly Pinder explores one of the most crucial conundrums facing field service organisations today - how to ensure knowledge transfer is seamless across the organisation...

Security in the Age of IoT

Oct 08, 2019 • FeaturesManagementAly PinderIoT Security

IDC’s Aly Pinder tackles one of the core challenges of modern field service as the Internet of Things potentially brings new vulnerabilities to the perennial cyber security channels...

Customers Play a Role In their Own Satisfaction: Partnerships in Quality Field Service and Support.

Mar 19, 2019 • FeaturesAly PinderIDCCustomer Satisfaction and Expectations

According to research from IDC 30% of manufacturers will soon provide personalized dashboards for customers by 2023 which could lead to a new era of customer satisfaction: customer collaboration. Aly Pinder explores the potential of this...

Augmenting the Field Service Talent Gap

Jan 15, 2019 • FeaturesAly PinderAugmented RealityFuture of FIeld ServiceIDCmanufacturing

Aly Pinder looks at three ways in which manufacturers must consider leveraging augmented service tools...

Connected Products Will Drive Transformation in Field Service

Sep 18, 2018 • FeaturesAly PinderArtificial intelligenceConnected productsFuture of FIeld ServiceIDCmanufacturingRemote AssistanceInternet of ThingsProactive Maintenance

Aly Pinder outlines how the growing trend for connected products is set to revolutionise the way we approach service...

Don’t give me more data, give me actionable data

Jul 12, 2016 • FeaturesManagementAly PinderDatabig databusiness intelligence

Aberdeen’s Aly Pinder asks are we smarter than we were in the past, or do we just have better access to data?

The field service team: the power to drive customer service forward

Aug 14, 2015 • FeaturesAberdeen GroupAly PinderFuture of FIeld Servicefuture of field servicefield serviceservice techniciansCustomer Satisfaction and Expectations

What is the value of a customer relationship? Is it worth it to over-deliver on SLAs just to keep a paying client? What role does field service have in keeping customers happy? Aly Pinder, senior research analyst analyst, Service Management, ...

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