In our exclusive video debrief sessions we take a deep dive into understanding the trends we see in each Field Service News Research study and ask what these findings could mean for the global field service sector both today and tomorrow.
The following video debriefs are available to subscribers on our FSN Premium or FSN Elite subscription tiers.
If you are currently on our free FSN Standard subscription tier you can find the monthly selection of available resources @ www.fieldservicenews.com/fsn-standard-resources
To access all of the reports below plus over 100 other resources including exclusive documentaries, research debriefs, Think Tank session briefings, bi-monthly magazines, and also access our weekly Field Service News Digital Symposium content, sign up or upgrade your subscription from as little as £299 | €349 | $399 a year @ www.fieldservicenews.com/subscribe
Alternatively, our each of our Video Debriefs are also available to purchase individually on a one-off basis for £149.99 | €169.99 | $204.99 all of which are available in our e-store @ elite.fieldservicenews.com/Pages/Catalog/
Video Debrief: Customer-Centricity, Technology and the New Normal of the Field Service Sector (part two) (2021)
FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year.
Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.
Discussed in the concluding part of this series:
- What technology and tools are being used for measuring CSAT?
- How much did the pandemic impact customer-centricity and digital transformation?
- Is the move toward servitization gaining greater traction?
- Why field service companies are increasingly turning to servitization
- Why co-creation is increasingly becoming the secret to successful service delivery design
These areas and much more are discussed in this detailed, informative, and engaging video debrief that offers essential insight for all field service management professionals.
FSN Premium Members Price: FREE. | Non-Member Price: Subscriber-Only Content
Video Debrief: Customer-Centricity, Technology and the New Normal of the Field Service Sector (part one) (2021)
FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.
Discussed in this 50-minute video debrief include:
- Review of the industry data on the importance of customer satisfaction amongst field service companies
- Why do field service companies see high customer satisfaction as critical to winning new business?
- What are the best practices regarding collecting customer feedback data?
- Does good customer service create a competitive advantage?
- When is the best time to collect customer feedback?
- Which mechanisms are best for customer feedback?
These areas and much more are discussed in this detailed, informative, and engaging video debrief that offers essential insight for all field service management professionals.
FSN Premium Members Price: FREE. | Non-Member Price: Subscriber-Only Content
Workforce Management Trends (2021)
Kris Oldland, Editor-in-Chief, Field Service News is joined by Mark Belenky, CEO Software Outsourcing Solutions and a specialist in workforce management solutions to work through some of the key findings of an exclusive Field Service News Research project that spoke to over 100 service leaders from the field service sector and beyond to understand the key trends in workforce management.
The two discuss a number of key insights revealed from the data including: The key metrics that define workforce management success, How companies are optimising the costs of managing the workforce, What tools and processes are being used for best-in-class workforce management, The true impact of gamification in workforce management
FSN Premium Members Price: FREE. | Non-Member Price: £149.99 | €169.99 | $204.99
Understanding Virtual Field Service: Part Two (2021)
Having published the findings of an exclusive research study with Salesforce to understand what the dramatic rise of remote service within our sector will mean for the future, Field Service News Editor-in-Chief is now joined by Salesforce's Sassi Idan, Michele Federici and Michael Kuebel to talk through the findings of this important research project and extrapolate further meaning and insight from the data.
In the concluding video report of this two part session the group discuss...
- Is the implementation of the technology the easiest part of adopting remote services?
- What are the Challenges and opportunities that come from embracing a world of remote service delivery?
- Is the biggest challenge with remote service a lack of skill-sets on the customer side?
- What does service excellence look like when it comes to remote service delivery?
These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.
Benchmarking the New Normal - Part Two (2020)
In this exclusive debrief session Oldland is joined by FieldAware's Marc Tatarsky and Steve Mason to look through the findings of this groundbreaking research in greater detail.
In the second part of this deep-dive into understanding what the findings of this study mean for the global field service sector the group discuss...
- We are now in an era of connected field service - 76% of companies state they have the capability to read data from their assets in the field
- Many companies have extensive connectivity across their install base - 39% of the companies which have IoT capabilities have this across 75% or more of their assets.
- However, the data being received is not being used well - 34% of field service companies admit they are not using asset data effectively.
- Our industry is in a state of flux - the split between companies being predominantly proactive and reactive in their approach to service delivery is almost exactly even
- The pandemic was an accelerant of existing plans - 64% of companies already had a digital transformation plan in place, however, 67% of these companies stated that the pandemic accelerated these plans.
- Despite everything, the industry outlook is positive - 76% of field service companies state that their focus across the next 12 months will be on growth rather than survival
These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.
Understanding Virtual Field Service: Part One (2020)
Having published the findings of an exclusive research study with Salesforce to understand what the dramatic rise of remote service within our sector will mean for the future, Field Service News Editor-in-Chief is now joined by Salesforce's Sassi Idan, Michele Federici and Michael Kuebel to talk through the findings of this important research project and extrapolate further meaning and insight from the data.
In the first video report of this two part session the group discuss...
- Reduced overheads are a benefit for service providers but do our customers want lower costs or is service excellence the key factor?
- What does the increase in speed remote service delivers mean for the field service sector?
- Are the varying sophistication levels of the tools currently available too confusing for adoption?
- Is the implementation of the technology the easiest part of adopting remote services?
These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.
For a limited time this exclusive video will be available on our FSN Standard subscription tier before it becomes available exclusively to FSN Premium members. If you are currently on the free FSN standard tier access the video now before it is too late.
Benchmarking the new normal (2020)
In the widest research report ever conducted by Field Service News we spoke to over 230 field service management professionals worldwide to understand what trends are emerging as we collectively build the new normal.
Kris Oldland is joined by FieldAware's Marc Tatarsky and Steve Mason to look through the findings in greater detail. In the first part of this two part deep-dive into understanding what the findings of this study mean for the global field service sector the group discuss...
- The financial impact of the pandemic - 57% of companies have faced issues with customers being unable to pay for services.
- Introduction of customer prioritisation - 63% of field service companies state that they have had to introduce some level of customer prioritisation as a result of the pandemic and 49% of these believe this approach will remain in place after the pandemic.
- Getting closer to the customer - 35% of field service companies state the amount of time they spend communicating with their customers has increased during the pandemic with 67% of respondents stating they speak to customers at least once a week.
Key Trends Amongst Service-Centric Manufacturers (2019)
A 2019 research study reveals interesting trends amongst service centric manufacturers...
Kris Oldland, Field Service News Editor-in-Chief is joined by John Hunt, Managing Director, EMEA, Astea as they take a deep dive into some of the key insights revealed in a recent research project hosted by Astea (now part of IFS).
Some of the key discussion points include:
- How 75% of survey respondents claim service revenue has increased over the last 5 years.
- What can service organisations learn from how the software sector regarding X-as-a-Service?
- Why 84% of survey respondents claim that managing evolving customer expectations is among their biggest 2019 challenges.
The Changing Face of the Field Service Engineer (2018)
Exclusive Field Service News Research study from 2018 helps us identify what technologies best-in-class companies are utilising to empower their field service engineers...
Kris Oldland, Field Service News, Editor-in-Chief, is joined by ServiceMax from GE's Kieran Notter as they explore the findings of our latest research project which looked at the continuing evolution of the role of the field engineer.
This follows on from our exclusive report which outlined the findings of the research which involved input from over 125 field service professionals and digs deep into how field service companies are seeking to engage and empower the field workforce of tomorrow...
