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Editor’s note
lisa2018 enterprise trends go back to the basics: the focus is on finding the voice of the customer and committing to exceeding customer expectations to increase financial performance.

Better customer experience increases customer satisfaction, reduces operating costs, augments sales and balance service delivery. So why customer experience remains a constant road block for countless of service organisations across the manufacturing world?

The Internet of Things allows a simplified activation of preventive, proactive and efficient service to customer. Device connectivity, Augmented Reality and Artificial Intelligence have transformed the entire service lifecycle into a series of high-precision automatism with limited down-time and strategically engineered reactions and operations.

With digital infrastructures, the concept of X as a service becomes a reality where innovative business models, new revenue streams and flexible operations create boundless of opportunities.

The underlying challenge is for service departments to create a linear strategy that merges customer experience and digital transformation.

The imperative for service directors after experiencing the nascent benefits of strategic change in their process, is to recentered their strategy around customer centricity and ensure that they use relevant technologies to maximise customer expectations.

Field Service UK is a unique platform where new ideas thrive , people connect and business accelerates.

In 2018, we propose to offer a set of realistic tips to attain customer centric leadership.

Lisa Bergström, Managing Director, Copperberg


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