To say 2020 has been a turbulent year would be an understatement. The COVID-19 pandemic brought the world to a halt in the Spring but now we must push forward. Organisations around the world have had to adapt overnight, and digital transformation has been at the heart of this.

The field service industry has particularly been under an unprecedented amount of pressure during this time. Service appointments still need to go ahead, but due to required customer interaction and contact, new health and safety measures have had to be put in place. As the pandemic is predicted to worsen throughout the winter months, it is vital that the sector can still provide essential services safely and put the customer at the centre of their approach. Direct and transparent, two-way communication with customers has never been more important.

Kris Oldland, Editor-in-Chief explained in a recent panel discussion on the FIeld Service News Digital Symposium channel, "there has never been a more critical time to ensure that we are communicating effectively with our customers. Having interviewed a huge number of service leaders across the last six months from those companies who have most successfully adapted to these unprecedented times one aspect shone through in each instances - these were all companies who understood the importance of being close to the customer and in communicating effectively with them." 

On 10 November 2020 at 5pm GMT/ 11 AM CST, Localz and FieldAware will be hosting a webinar moderated by Oldland in which we will see how field service organizations are evolving their technology maturity and bolstering a customer-centric approach as a primary driver for digital transformation in the field service sector.

To learn more about insights derived from the research and participate in the discussion, you can register for the webinar here.

They will be joined by field service experts who will participate in a live Q&A discussion featuring Kris Oldland (Editor in Chief, FSN), Steve Mason, COO at FieldAware, and Emma Lampert, Global Head of Customer Success at Localz.. The session is set to not only provide insight and but importantly also provide actionable steps on how to mature your field service management and enhance the customer journey.

The webinar will also cover:

• The state of servitization: looking at what’s changed - Yesterday, Today and Tomorrow
• How the field service maturity model has evolved during these unprecedented times
• The role of CX and customer satisfaction in driving digital transformation
• How a field service hub approach can enhance the overall field service experience and build a cost-effective path of success

Ahead of the webinar Lampert commented, “During these challenging times, there have been many changes to how services organisations need to conduct business effectively. Service organisations are rapidly evolving, thanks in part to a necessary race towards digital transformation and a customer-focused approach to service delivery,” said Emma Lampert is the Global Head of Customer Success at Localz.

Mason added, “We see organizations of varying levels of field service maturity being pressured to adopt new customer experience workflows. What was considered CX 'best in class' at the beginning of the year is now the new normal and service organizations are looking for cost-effective answers to deliver on the rising expectations driven by changes from the pandemic. We think with Partners like Localz, our field service hub approach is the answer,” 

To learn more about insights derived from the research and participate in the discussion, you can register for the webinar here.