How to become a service-centric organisation
Deliver real transformation by moving beyond IT-only service management
The provision of tech service and support to internal or external customers, be they staff or...
Is your digital nervous system efficient, effective and fully fit?
Andrew White tackles the obstacles along an automated digital assault course.
I don’t know who I feel more sorry for, the customer or the supplier....
5 reasons why you need a Field Service Management Solution.
Reaching new heights with FSM and AI
Field service management is set to reach the heights of excellence through the adoption of AI technology in...
Automation will not silence the human voice…
…but it can help agents to connect with customers in a more effective and efficient way.
2020 has been tough. The Coronavirus pandemic has completely...
ITSM Burger
How the right partner can give you the perfect service management sandwich
The simple burger. Beef patty, bread bun…done…right?
In reality, we all have our own...
Speech intelligence for the masses
Why customisation and quality no longer break the bank
I like cars and I am certainly not the only one. In this complex world of...
Using evolved self-service to shape user experience
How service management’s ugly duckling became a swan
As someone who has worked in service management for 25 years, I am still surprised that so...
Your customer is unhappy and your staff are frustrated
How conversational intelligence can help everyone to have a more positive experience
It could be something small, an issue that has been left to develop...
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,...
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....