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Is servitization still relevant? What kind of relationship do my customers now expect from me?
In the third in a series of essays for service leaders we focus on whether there is still a role...
How Konica Minolta is fostering a culture of intrapreneurship within the workforce
Martin McClean explains how through a series of dedicated initiatives Konica Minolta is fostering a culture of intrapreneurship within the...
The difference in the lifecycles of consumer and enterprise mobile computing devices
Ben Baum, Durabook discusses the differences in the lifecycle of the consumer and rugged devices designed to meet the rigours...
Understanding that different engineers may require different devices – even in the same organisation
In this excerpt from that full length interview the two discuss how different engineers and technicians, even within the same...
Remote service is now firmly established as part of our industry
While the tools for remote service were being leveraged by some forward-looking organisations and championed by many analysts in the...
Understanding the day-to-day use of remote service tools in service delivery
We hear from Martin McLean, Konica Minolta, about the practicalities of day to day use of AIRe Link solution they...
What skill set will a successful service engineer or technician need to have in this post-pandemic world?
In the second in a series of essays for service leaders we explore the skill-sets required of tomorrow's field service...
Do contracts align with the value proposition?
Prof Dr Shaun West and Kris Oldland discusses discuss why it could be a problem when contracts do not align...
Understanding the impact of unconscious bias towards a brand
Sarah Brettle, Customer Service Division Director at Ford, explains how companies should be aware of the unconscious bias that may...
What does the introduction of remote service mean in terms of our approach to service delivery?
In the first in a series of essays for service leaders we ask what remote service means in the new...
Turning knowledge into action for the manufacturing industry.