The Customer Service Journal
Knowledge for the world of Customer Service & Support
Curated News & Commentary
by John Thomann, Managing Editor
Service Functions & Strategy
News Threads and Items of Interest
News Threads of interest
These are new items that have a related content and are noteworthy.
Opportunity to take a step back and think
With the expected increase in the requests for customer service and support there is an opportunity to ask how we can improve our response to customers. The Call Center news section begins with three articles that can trigger thinking on how to improve customer service with the potential for scalable improvements.
These articles are:
1. How ASR will Transfom Contact Center CX in 2020.
2. Why Omnichannel support is no fairytale
3. The Agility Imperative - How Contact Centers can adapt and scale to service tomorrow's customers.
IOT Adoption is growing significantly
According to the Economist IOT is growing in a big way.
Based on their research 58% of companies surveyed are now deploying IoT for internal use. There are other significant percentages reported that make a compelling argumnet for adoption.

Juniper Research projects 5G IoT revenue to reach $8 billion by 2025.

(See the Internet of Things News section).
AI Monetization is clouded -
so avoid being an "early christian"
While Siri and Alexa have demonstrated the nascent success of AI many enterprises have been investing in AI from an internal corporate perspective.  The benefits being so compelling.  For the consulting firms and application providers world there are considerable "rock and shoals" that they need to be aware of.   There are three articles in the Ai news section that describe the challenges in monetization for consulting firms and application providers.  They point out the unpredictable nature and risks associated with Ai projects.

See in the Internet of Things News section-
1. Executives Report AI Investment Up, But implementations Lag Expectations,
2. The unique nature of Ai products
3. The New Business of Ai (and How It's Different from Traditional Software)
News Items of Interest
These are new items that are of interest
It's more important than IT in FSM implementations
The article, The Challenges of Implementing a Field Service Solution, reminds us that the scope of work far exceeds just the configuration and integration work. From personal experience this is a valuable lesson.
(See the Field Service News section)
IoT is driving revenue growth in MedTech
Mark Home has written a great article on the impact of IoT in enabling servitization for the Medical Technology industry. With the intelligence that IoT provides on medical equipment in hospitals there is the opportunity to reduce revenue leakage while at the same time enabling services that are outcome based.
(See the article in the Field Service News section)
In Spite of Numerous Setbacks, IoT Engineers are Continuing to Break New Ground
From Philip Piletic we have a terrific article on the obstacles that IoT has faced and developments to overcome many of these challenges.
(See the article in the IoT News section)
Service Strategies Training
During a pandemic there is an opportunity to improve your organizations service and support capabilities.
Service Strategies, a leader in training and guiding service organizations in improving their operations is now offering virtual courses on improving the soft skills that are needed by service professionals.  From their website:
"Service Strategies has provided training and career development programs for service and support professionals for more than fifteen years. Our course content and instructor expertise sets our career development and service training programs apart from anything else in the industry. We help you gain measurable results through our collaborative process of setting expectations, measuring performance and reinforcing behaviors. In addition, our programs prepare students for certification under the globally accepted Service Capability & Performance (SCP) Career Certification credential."
For more information go to
Technology Prepares Us For Massive Gains In The On-Demand Economy
This is an interesting article from Christain Pedersen at IFS. It brings together the new disruptive technologies that can lead to new potential CX strategies that we should be thinking about.

(See the article in the CX News stream)
Consolidation of FSM offerings continues
as history repeats itself
A number of Field Service Management offerings that appear on the Gartner magic quadrant will be impacted as they are acquired by others on the quadrant. Last year we reported on the acquisition of Click by Salesforce which made sense as Click was a key contributor to the building of the Salesforce Lightning offering. Then there was the acquisition of Astea by IFS, again both products being listed in the Magic Quadrant. Now we have reported that Sales Force has made a major investment in ServiceMax which has been one of its biggest competitors in Field Service market. So we await further news from Salesforce and ServiceMax on how their products will be aligned.

This should not come as a surprise to veterans in this industry. Harken back to the halcyon day of Clarify, Siebel, and Peoplesoft. All three were major competitors in the FSM marketplace. Both Siebel and Peoplesoft were bought by Oracle and effectively disappeared.  Clarify (not to be confused by Clarity CRM) was bought by Nortel and then acquired by an Israeli based company AMDOCS in 2001 that specialized in telephone billing and order management ending Clarify's dominant position in the FSM industry.

(See ServiceMax in the Vendor News in the Field Service News section).
IOT - FloLIVE is growing
FloLIVE has recently received $21.5 million in financing. What is interesting about FloLIVE is that it offers a complete IOT ecosystem that includes integrated device management, inventory and Billing services.

(See Vendor News in the IOT News section).
A Rose by any other name is still a Rose -
but it's murky
In the 2019 Gartner Magic Quadrant for LCAP (Low Code Application Platforms) Pega was name as a visionary.  For many of us Pega was thought of as a SaaS platform for process automation.  

Let's pause for a moment to understand what's happening. The new quadrant replaced the Quadrant for High Productivity Application Platform as a Service.  The new LCAP is defined as "A low-code application platform that is an application that supports rapid application development, one-step deployment, execution and management using declarative, high-level programming abstractions, such as model-driven and metadata-based programming languages.",

In the current LCAP Quadrant Salesforce and Microsoft appear as visionaies.  Huh?  Having worked on a Service Cloud implementation I remember considerable coding as part of the implementation.  So perhaps Gartner's perspective is based on an IT director's viewpoint and not the business stakeholders' perspective. The confusion is probably with me and my Germanic need to have a clear taxonomy on categories such as this.

(See Vendor News in the Process Automation News section).