COVID-19 will accelerate your digital transformation
In the past few years, thousands of manufacturers embraced digitalization to drive efficiency and better compete in the global marketplace. This shift led to dramatic changes in how products are…
Now is the time to upgrade your remote repair capabilities
To maintain business continuity in the face of the current crisis, service centers must inevitably reconfigure their operations. As they adapt to ‘work from home’ and ‘social distancing’ mandates, now…
AI can give your field service technicians CX superpowers!
Shoppers increasingly prefer digital channels to research, compare, and order a product. Post sales, customer service has also gone digital; customers are using the web, email and chat to resolve…
Readying a chatbot for omnichannel customer service
Equipping your chatbot for the front lines of customer service is no easy task, and the work starts with defining its vocabulary and technical knowledge. The good news is that…
2020: What’s in store for field service technology?
Delivering superior customer experience (CX) is the mantra for field-service operations. As companies compete for market share and customer loyalty, technology will play an increasingly important role in the decade…
Natural language processing can improve customer experience
Was your last interaction with a technical support phone agent positive? I recently spent more than two hours on the phone with an agent who was struggling to locate the…
How can service and support teams leverage digital twin technology?
As manufacturers strive to achieve better customer experience throughout the product lifecycle, digital twin technology provides the critical insights that post-sales teams need to enhance their capabilities while reducing costs.…
How digital twin technology helps you win in customer service
By combining operational data with maintenance history, customer information, and a digital representation of a machine, manufacturers from consumer appliances to industrial equipment can implement predictive service, fast diagnostics, and…
Why data silos are hurting your CX scores
By integrating disparate databases and knowledge bases, service and support teams can become more efficient and enhance their customers’ experience By Andy Chinmulgund As customer experience (CX) becomes the new…
Remote monitoring of IoT devices boosts profitability and customer satisfaction
The implementation of remote monitoring and predictive (and therefore proactive) support can boost both customer satisfaction and bottom-line profitability. For service groups, embedded diagnostics can remotely monitor the health of…