I’m very conscious of two things in business today.
The first is how tough the modern service environment is. We’re probably all familiar with demanding customers who want ever better service at lower cost and in many companies this service needs to be delivered whilst responding to internal pressures for higher profits.
The second is just how much technology there is out there promising to improve the operations of service organisations.
But in all too many cases, businesses have found that though their service technology investments have delivered a positive return, they have fallen far short of expectations.