Remote Service Without Losing Customer Engagement and the Human Experience
This IDC Perspective explores how a shift in the service experience to be more remote can provide different types of value to customers. This document also highlights how digital transformation initiatives can help organizations prioritize when a physical presence is needed and when remote service can achieve resolution or quality outcomes."Over the past two years contactless and remote experiences have become a way of life," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Field service and the ability to deliver customer value can be improved through remote service outcomes where resolution doesn't require a physical technician to be onsite."
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- Connectivity Is a Starting Not the End Point
- Remote Service Takes Sustainability Efforts Beyond the Boardroom
- Deliver Value and Enhanced Service Experiences
- Advice for the Technology Buyer
- Learn More
- Related Research
- Synopsis
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