Service Strategy
Why field service companies are increasingly turning to servitization
Discovering servitization in the new normal FSN Research recently undertook a detailed study in partnership with HSO to understand precisely...
The Difference between Customer Satisfaction, Customer Experience and Customer Success
Is customer success the natural evolution of customer satisfaction? Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field...
Brave New World: Digitalisation and Servitization
In the first part of a new series of features in which we will explore the latest exclusive field service...
Will the new normal see a sustained focus on service as a key differentiator?
Will the new normal see a sustained focus on service as a key differentiator?
Why co-creation is increasingly becoming the secret to successful service delivery design
Innovation through co-creation FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics...
UK SMEs Forge Ahead with Cautious Optimism as Post-Pandemic Business Confidence Grows
Despite lingering anxieties about the pandemic and a variety of economic and commercial issues, the majority of SMEs believe it...
Plotting a Path from Legacy Systems to 3.0
Plotting a Path from Legacy Systems to FSM 3.0 In the last feature from a recent white paper we published...
Digitalization & Disruption
Digitalization & Disruption Our industry was on a path towards digital transformation long before the pandemic hit.However, it is undeniable...
A New Cycle of Disruption and Servitization
What does service strategy look like in the new normal? Field service has changed dramatically in the last 18 months,...
The Metrics of Customer Success
In this final feature from a recent white paper we published in partnership with FieldAware, we discuss if customer satisfaction...
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