By Liad Churchill

Image: Shutterstock

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices…


By Liad Churchill

Image: Shutterstock

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations…


By Liad Churchill

Image: Shutterstock

“Do you want to SuperSize that?” and “Do you want fries with that?”

These lines — uttered with every Mickey D order — are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their…


By Liad Churchill

Image: Shutterstock

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 trends resulted in…


By Liad Churchill

Image: Shutterstock

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. Vehicle-related images and videos can be streamed to the OEM’s Customer Assistance Centers via a smartphone screen for quick comprehension or assistance with…


By Liad Churchill

Images: Shutterstock

Build vs. Buy. The epic question faced by IT leadership everywhere.

With the Project Management Institute (PMI) painting a bleak picture of in-house IT projects — indicating that 14% of IT projects fail outright, 31% don’t meet their goals, 43% exceed their initial budgets, and 49% were…


Image: Shutterstock

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional…


By Liad Churchill

Image: Shutterstock

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated…


Liad Churchill

Image: Shutterstock

The times they are a-changin’

World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications…


By Liad Churchill

Image: Shutterstock

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. …

TechSee

TechSee revolutionizes the customer support domain by providing the first cognitive visual support solution powered by augmented reality and AI. www.techsee.me

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