ARCHIVE FOR THE ‘customer-experience’ CATEGORY

Sharpen Your Tools

Apr 09, 2019 • FeaturesManagementAugmented RealityCustomer ExperiencepanelDigital TransformationdigitizationScopeARservicemaxSoftwareCustomer FocusData Management

A panel debate on the best digital tools for achieving top-end service, strayed from shortlisting technologies and focused more on the end-user impact. Field Service News’ Deputy Editor Mark Glover attended the session – part of Field Service...

Swisscom optimizes customer experience with Ericsson Expert Analytics

Dec 19, 2018 • News4G5GCustomer Experiencecustomer satisfactionFuture of FIeld ServiceCloud servicesEricssonIoTSwissComDaniel StaubExpert Analytics

Ericsson has been selected by Swisscom, the largest telecommunications service provider in Switzerland, to enhance the consumer experience for its subscribers through deployment and integration of the Ericsson Expert Analytics solution into its...

A revolution in customer focus with Thomas Radau from Titan

Dec 12, 2018 • FeaturesManagementAftermarketcopperbergCustomer ExperienceCustomaer SatisfactionCustomer FocusEngineering ServicesMark McCordThomas RadauTitan

This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is...

Questions To Ask Yourself About Your Customer Service

Dec 07, 2018 • FeaturesManagementCustomer Experiencecustomer satisfactionCustomer Servicemobile workforce managementBill Pollockfield servicefield service managementfield service technologyStrategies for Growth

Bill Pollock, President of Strategies for GrowthSM gives us five questions that we need to be able to answer if we are to meet our customers’ service expectations...

Building a case for investment in FSM systems: Enhancing Customer Engagement & Experience

Dec 03, 2018 • FeaturesManagementAsolviCSATCustomer Experiencecustomer satisfactionKevin McNallymobile workforce managementfield service managementfield service technologyService Management

Oftentimes field service directors and managers can see the importance of investment within a dedicated Field Service Management (FSM) ahead of their colleagues in the boardroom. In this series of articles Kevin McNally, Sales Director, Asolvi...

MSI Partners with Glympse for End-to-End Field Service Customer Experience Management

Nov 23, 2018 • NewsCustomer Experiencemobile workforce managementEnd to end field servicefield service managementfield service technologyGlympseService ManagementSoftware and AppsMSI Partners

Users now can engage their end customers with step-by-step visibility for the field service last mile with a live map view, job details and ETA countdown via a Glympse-powered journey...

Are you tracking all five stages of the field service customer journey?

Oct 26, 2018 • FeaturesManagementCustomer Experiencecustomer satisfactionmobile workforce managementfield servicefield service managementSamir GulatiService ManagementService Power

The customer experience is a crucial differentiator between organisations and that experience needs to be consistent across the whole customer journey, Samir Gulati explains why this is so vital...

How Service Automation Helps Enhance Customer Satisfaction and Optimise Operational Effectiveness

Oct 16, 2018 • FeaturesCustomer Experiencecustomer satisfactionmanuel grenacherfield servicefield service automationfield service managementfield service techniciansService ManagementSoftware and Appsmobile workforce scheduling

Manuel Grenacher discusses why Automation is set to play a crucial part in the two key pillars of field service success, operational effectiveness and customer satisfaction...

Helen selects Tieto Smart Utility for digitalizing its business and increase customer experience

Sep 03, 2018 • Newscontact centreCustomer ExperienceCustomer ServicedigitalisationDigitalizationEnergyfield servicefield service managementService ManagementSoftware and AppsutilitiesData CentresHelen FinlandTieto Smart Utilities

Finnish energy company Helen has selected the Tieto Smart Utility cloud solution to support its retail and distribution business. The new services improve competitiveness and operational efficiency by digitalizing the company’s key processes and...

The Importance of Artificial Intelligence in the Telecom Industry

Aug 07, 2018 • NewsAIArtificial intelligenceCustomer ExperienceFuture of FIeld ServiceMachine Learningbig datadata sciencefield servicefield service managementService ManagementTelcoMcKinsey

If there is one industry that should be leveraging data in every way possible, it’s telecommunications. The telecommunications industry services billions of people each day, generating massive amounts of data. Though not many telecom companies...

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