Tuesday, November 24, 2020
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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...
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....
Road trip to SIAM 3

A road trip to SIAM — keeping the wheels turning

In her final article on the journey to service integration implementation, Michelle Major-Goldsmith considers the best way to get going and maintain momentum. This is...
Business outcomes

Achieving business outcomes with service excellence

"Business outcomes" is a term often heard in the promotion of service-based technologies. But what does it mean when vendors offer solutions that help...
Road trip to SIAM 2

A road trip to SIAM — start your engines…

In the second of her articles on the journey to service integration implementation, Michelle Major-Goldsmith explains the importance of planning your route with care. “A...
Road trip to SIAM

A road trip to SIAM

For many businesses, embarking on service integration implementation can be a bit of a journey. Michelle Major-Goldsmith offers a few tips to help you...
Demystifying SIAM

Practical SIAM: A straightforward guide

Simon Dorst and Michelle Major-Goldsmith, lead architects of the recently launched SIAM Professional Body of Knowledge, offer an overview of SIAM and what you...