360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Health insurance companies delight members

Feb 06, 2020 By Kimberly Arnold

5 Ways Health Insurance Companies Can Delight Members

We recently surveyed nearly 6,000 global healthcare consumers about their health insurance expectations. Here are key findings from our Connected Healthcare Consumer report. Clarity about coverage is critical ... Read More

Customer Engagement, CEO, Health Cloud, Healthcare & Life Sciences, Thought Leadership, Customer Experience, Health Insurance Carriers, Health Plans

Jan 29, 2020 By Anna Rosenman

Calculating ROX: Measure Your Returns on Digital Experience Investments

If you’re a leader in marketing, commerce, IT, service, or sales, chances are you’ve had to play a role in creating a digital experience. You may have even taken charge of an entire experience journey that links your business to your customers, your partners, or your employees. Understanding where... Read More

Community Cloud, Customer Experience, Digital Transformation, Salesforce Ohana

Jan 29, 2020 By Yaron Dror

The Key to Maximizing ROI in Field Service: Optimal Workforce Field Scheduling and Dispatch

As in-person field service increasingly becomes a competitive differentiator, every moment and every interaction represents an investment in your customers and – in many cases – their assets. Operational labor to schedule, dispatch, and manage the work and mobile workforce add to that investment.... Read More

Digital Transformation, Customer Service, Service Cloud, Customer Experience, Mobile, Service

Jan 28, 2020 By Yaron Dror

Outsourcing Is on the Rise: Here’s How to Manage Field Service Contractors

Whether it’s due to staffing shortages, widening service area coverage, increasing availability during peak seasons, or reducing labor costs, companies often outsource field service to third-party contractors. With that, of course, comes an array of challenges and unknowns. These may... Read More

Future of Work, Customer Service, Customer Success, Customer Experience, Service

Jan 25, 2020 By Itai Barak

6 Ways to Measure Customer Satisfaction in Field Service

Can businesses measure customer satisfaction or experience without metrics like Net Promoter Score (NPS)? The answer is frequently debated in the service industry. For those with field service operations, mobile workers often provide the most, or only, direct interaction with your customers. The... Read More

Customer Engagement, Customer Experience, Customer Service

Jan 23, 2020 By Yaron Dror

What Is Dispatch Management?

Dispatchers sit at the intersection of customer experience and field service management, making it one of the most demanding jobs in field service. Dispatch management combines customer and equipment needs with the appropriate field service workers to meet customer expectations. These include a... Read More

Customer Service, Customer Experience, Service, Service Cloud

Jan 21, 2020 By Katherine von Jan

360 Perspective: How to Design Customer-Centric Business Processes

Your business processes are your company’s habits — repeatable behaviors that, over time, shape the DNA of every customer and employee experience. If your organization is like most, process development is an internal product-focused exercise. It’s easy to forget how quickly process bleeds into... Read More

CEO, Customer Engagement, Customer Experience, Best Practices, 360 Perspectives

Jan 21, 2020 By Gary Brandeleer

4 Ways to Drive Customer Engagement With Connected Field Service

Every customer has felt the pain of scheduling a field service appointment: you’re put on hold, slotted into next week’s schedule, and told someone will come between 8 a.m. and 6 p.m. In short, you’re subject to the inefficiencies of a reactive model in field service management. Why can’t customers... Read More

Customer Service, Customer Experience, Digital Transformation, Service, Service Cloud

Jan 18, 2020 By Gary Brandeleer

How to Improve Field Service Scheduling and Planning

For decades, whiteboards were one of the most useful tools in field service scheduling and planning. Dispatchers manually mapped schedules based on input from staffing managers and identified an available field worker with little-to-no-visibility into the full mobile workforce. Unfortunately, this... Read More

Customer Service, Service Cloud, Customer Experience, Mobile, Omni-channel

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How To Create a Customer-Centric Experience

The New Rules of Customer Engagement: Key Trends From Global Research

Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First

5 Ways Health Insurance Companies Can Delight Members

Calculating ROX: Measure Your Returns on Digital Experience Investments

The Key to Maximizing ROI in Field Service: Optimal Workforce Field Scheduling and Dispatch

Outsourcing Is on the Rise: Here’s How to Manage Field Service Contractors

6 Ways to Measure Customer Satisfaction in Field Service

What Is Dispatch Management?

360 Perspective: How to Design Customer-Centric Business Processes

4 Ways to Drive Customer Engagement With Connected Field Service

How to Improve Field Service Scheduling and Planning

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CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

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Salesforce.com

360 PERSPECTIVES

How To Connect Silos and Put Customers First

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

How To Connect Silos
and Put Customers First