With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centers are trying, but failing, to modernize and deliver on the evolving expectations of today’s customers. This paper looks at the barriers which prevent companies delivering omni-channel service and then goes on to look
Artificial Intelligence (AI) will impact every industry and every business discipline—including field service management. But how quickly will practical solutions be available that enable the typical medium to large field service organization to take advantage of AI? And by practical solutions, I mean AI that delivers knowledge efficiently, processes solutions to complex data sets, and
This white paper will explore the transitioning role of the customer within field service and how the proliferation of mobile devices has created demand for self-service in both B2B and B2C. We will showcase a range of different self-service options available and suggest how best to implement these technologies to ensure you are achieving true
Visit any typical contact center in 2018 and one thing is constant: the sheer number of people involved. Visit any modern warehouse and by contrast automation dominates the working environment. Will contact centers follow suit? Some have argued that as AI becomes progressively embedded into organizational life we will see a rapid decline of the
How can service management software for field service and for depot repair be leveraged to drive up customer satisfaction levels, increase sales of service offerings and thereby drive revenue and margin? That is what we will discuss in this whitepaper, with a special emphasis on some of the new and emerging technologies that best-in-class companies
Just because Fortune 500 companies weren’t born digital doesn’t mean they can’t evolve their development and delivery operations to build the next generation of digital experiences. Doing so demands many changes and strong senior leadership and is a multiyear journey. But how do you get started? Forrester interviewed more than 40 senior digital business leaders to find out.
Why is BYO strategy no longer needed? Device and app connectivity has dissolved the boundaries between “business use” and “personal use”. A digital workspace strategy helps resolve the issues that a BYO strategy cannot. Follow there five steps to move away from BYO and toward a digital workspace strategy.
As people, devices, and objects become more connected, protecting all these connections and environments has become more critical than ever. Security is one of the biggest IT challenges in the year ahead. The solution? A ubiquitous software layer across application infrastructure and endpoints can help you transform your security. Learn about the three steps to
Artificial Intelligence (AI) is helping deliver revenue growth with better customer experiences, increasing innovation, and improving operational effectiveness. However, most firms are just getting started and many are pursuing a broad array of uncoordinated AI initiatives. Surveying respondents from large enterprises, Forrester uncovered some key insights.
The rise of the self-service analytics era has called for a more flexible, iterative approach to data reparation. But as you and your team look to invest in modern data preparation solutions, understanding how to best evaluate these technologies can be difficult. In Ovum’s first Decision Matrix report on self-service data preparation, analyst Paige Bartley