ARCHIVE FOR THE ‘customer-experience’ CATEGORY

PODCAST: B2B CEM Managerial Implications

Aug 16, 2019 • FeaturesCustomer ExperienceThe Field Service Podcastb2bCustomer Experience Management

In the latest Field Service Podcast, Chris Raddats, Senior Lecturer in Marketing and Operations at the University of Liverpool discusses the managerial implications of Customer Experience Management in a B2B environment.

UK Consumer Confidence Remains Low as Companies Look to Provide Human Touch, survey finds

Aug 09, 2019 • NewsCustomer Experiencecustomer satisfactiondeloittereport

Consumer confidence remains flat in Q2 amid continued economic uncertainty, according to the Deloitte Consumer Tracker Survey. 

CSG Unveils the Next Evolution of Field Service Management Technology

Aug 06, 2019 • NewsCSGCustomer ExperienceSoftware and Apps

CSG has released CSG Field Service Management, an award-winning, cloud-based advancement of its Workforce Express product suite, enhanced to help companies integrate field service management into their overall customer experience. 

Customer Effort Score: Three Ways to Address the Rising KPI

Jul 30, 2019 • Customer Effect ScoreCustomer ExperienceCustomer ServicePaul Whitelamfield servicefield service engineersfield service managementservice engineersService ManagementUncategorized

Paul Whitelam, VP Product Marketing, ClickSoftware, outlines why turning to look at how effective our customers’ are at dealing with issues can shine a light on your own performance and productivity...

Digital Transformation: the engine powering our experience economy

Jul 30, 2019 • FeaturesManagementCustomer ExpectationsCustomer Experiencecustomer satisfactionCustomer ServiceMark Brewermobile workforce managementDigital TransformationExperience Economyfield servicefield service managementIFSService Management

In his previous article for Field Service News, Mark Brewer, Global Industry Director, Service Management, IFS introduced the concept of the experience economy, now he outlines why digital transformation is the key to driving it forwards...

The Long Awaited Uberization of the Field Service’s Last Mile

Jul 10, 2019 • FeaturesCustomer ExperienceSoftware and AppsUberlocalzlastmile

The Uberization of Field Service has long a hot topic ever since the silicon valley firm disrupted the private transport sector and every other vertical at the same time. Localz, a solution provider focussing on last-mile communications might...

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...

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