Earlier this week, I published a post by my colleague Christine Friscic about how field service organizations can achieve more operational agility by leveraging mobility. Empowering field service techs with mobility tools seems like a no-brainer, but it's possible some organizations are missing the point slightly. It's not just a matter of giving techs a… Continue reading Mobility = agility
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The obligatory trend post
You knew I had to do it: here are the six trends I think are most likely to impact field service in the coming year. If I'm being honest, a lot of these are similar to what everyone wrote about in their 2015 trend pieces. As you can see, I'm still waiting for wearables to… Continue reading The obligatory trend post
My latest on the Oracle CX blog
This week I published “The Customer Conversation: What’s Changed, What Hasn’t” on the Oracle Customer Experience blog. I open the post by mentioning a framed letter in my home office – a century-old piece of correspondence on Standard Oil letterhead that I bought as a gift for my husband due to his fascination with all… Continue reading My latest on the Oracle CX blog
SARAH SHEEHAN 