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How Customer Experience & Branding Tie into Service

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How Customer Experience & Branding Tie into Service

In today's digital world, customer expectations are higher than ever. As products become increasingly commoditized and similar, brand names and features no longer make them stand out. Instead, customer service has become the main strategic differentiator for businesses. In the video below, ClickSoftware Chief Marketing Officer Claudine Bianchi introduces the role of the service technician as a brand ambassador and discusses the importance of maximizing every customer interaction. Claudine e...
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ClickSoftware | June 19, 2017

Top Tips for Social Customer Care in Field Service

There was a time when companies would give anything to stimulate conversations about their brands among customers. Perhaps nothing captured this better than the...
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ClickSoftware | June 14, 2017

Pulse of the Modern Field Service Technician: 2017 Stats & Trends

Modern technology is moving faster than anyone—or any organization—can feasibly handle, with new apps, devices, and trends popping up nearly every day. Incr...
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Paul Whitelam | June 12, 2017

Automation Anxiety: Fighting the Fear

With today’s technology resembling a scene out of ‘The Matrix’ and innovation moving at breakneck speed, concerns around the “robotification” of the w...
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Claudine Bianchi | June 7, 2017

Real Insight: Building a Big Data Bridge to Customer Satisfaction

Do you remember the last truly exceptional meal you ate at a restaurant? If it stands out in your memory, it probably wasn’t solely because of the perfectly s...
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Katelyn Burrill | June 5, 2017

Contractor Management: Managing External Employees

According to Gartner, by 2020 over 40% of field service work will be performed by technicians who aren’t employees of the organization. Most of these contract...
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Paul Whitelam | May 31, 2017

Are you ready for fully automated field service?

When some people hear the terms “artificial intelligence” or “automation,” they may feel a little anxious. They wonder: Are machines going to take our j...
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Haley Bucelewicz | May 29, 2017

Fisher & Paykel Enhances Customer Experiences

Fisher & Paykel designs, manufactures, and markets a range of household appliances developed with a commitment to technology, design, user friendliness, and...
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Paul Whitelam | May 24, 2017

Predictive Travel: Can You Afford Not to See the Future?

Most people, when asked about predicting the future, might joke about using the ability to get rich: bet on a winning team, invest in the right startup, pick lu...
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