Episode 11: The Customer--Driver of Future Change

The drivers for the changes and investments businesses make have always been centered on reducing costs and increasing productivity. Those things are obviously still very, very important. But what has surfaced is a real focus on the customer. Service companies have realized that customer centricity is critical to their success and field service plays a pivotal role in the customer experience. There are certain industries in which a field technician may be the only real face of the brand that the customer sees. This means that not only has the field technician's world changed in terms of the tools they're using, but even more importantly, in terms what it takes for them to deliver the desired customer experience.