| | APRIL 20196CIOReviewThe evolving customer expectations have made field service organizations contemplate on leveraging innovative technologies to transform their service delivery and enhance customer experience. For an industry that has more than 20 million field technicians, the compelling need is to capitalize on industry buzzwords such as cloud-based mobility, machine learning, artificial intelligence, and IoT among others to usher in automation and efficient processes to script new success stories. As customers seek instant resolution of issues in an era shaped by mobility and improved connectivity, field service personnel need to arm themselves with necessary tools that can quickly facilitate effective fixes.The productivity of the field workforce, however, hinges on the availability of the right resources and technologies in the field. The smart mobile solutions of today in tandem with augmented reality and virtual reality tools equip service technicians with the required knowledge and skill to easily carry out complex maintenance and repair work. The year is all set to witness the prowess of AI in solving puzzles like finding the right technician for the job, which will drastically bring down the resolution timeframe. Also, AI-powered chatbots can carry out initial conversations with customers to understand the real challenge and in turn empower the service personnel with the required resources to hit a high note on the customer experience factor. In tune with this transition from being reactive to proactive, field service management software powered by AI can make the best possible determinations for a host of factors such as scheduling, inventory, operational parameters and more in mere seconds. With IoT also in the arena, the connectivity between devices and machines will help field service personnel to gather the right insights from the mountain of data and even prevent a potential breakdown of the machine. As companies invest in these innovative technologies, the need is to meticulously weigh the right solutions and techniques that will help in anticipating and mitigating the customer problems while surpassing service expectations.Let us know your thoughts!EditorialThe Evolving Trends in Field ServiceCopyright © 2019 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewAPRIL - 18 - 2019Editorial StaffSalesAaron PierceCarolynn WaltersDane StanleyPranav SudhakarAndrew Smithandrew@cioreview.comVisualizersIssac GeorgeAnil KumarManaging EditorJustin SmithFIELD SERVICE SPECIAL*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffJustin SmithManaging Editoreditor@cioreview.comContact Us:Phone:510.722.8394Fax:510-894-8405Email:sales@cioreview.comeditor@cioreview.com marketing@cioreview.comAPRIL - 18 - 2019, Vol 08 SE 09 Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReview
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