Saturday, August 24, 2019
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Service technology convergence

Technology convergence – Joining the dots

Service technology has come a long way, but what is its role in the modern organisation? In the beginning Helpdesk software and contact management software were...
ServiceMuse - People of our time

People of our time

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...

An X-obsession for change

Why should we all be 'X' obsessives? Let’s level-set an emerging obsession that companies, enterprise solution vendors, consulting firms, C-level executives and many others have with...

Managing the modern emotional sale

The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
Crouching employee, hidden sentiment

Crouching employee, hidden sentiment

The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...

Beware the ‘X’istential beings

Everyone is trying to put the X factor into service. But what do CX, DX, UX and EX mean in relation to service technology? In the...
CRM and CX

X-up your customer relationships with CRM and CX

To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave Customer Relationship Management (CRM) vendors...
Can AI and chatbots help us to be more human?

Can AI and chatbots help us to be more human?

Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...

Latest articles

ServiceMuse - People of our time

People of our time

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...
ServiceMuse - Rewiring service provision with SIAM

SIAM: Rewiring Service Provision

Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond. Digital transformation and its skills gap,...
Field Service and IoT

How field service management is being changed by IoT

As more companies move to a predictive model of equipment maintenance, they are looking for ways to use connected devices to improve field service....