How much did the pandemic impact customer-centricity and digital transformation?

Sep 21, 2021 • FeaturesresearchDigital TransformationHSOCovid-19CSATCustomer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.

In this excerpt from the second of two in-depth debrief sessions, the group reflect on how wide-reaching the impact of the pandemic has been on field service companies in terms of driving even greater customer-centricity and becoming an unexpected catalyst for the acceleration of digital transformation.

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FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session. 

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier. 

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