You would be surprised by how many companies, many of them household names in their industry, rely heavily on their subject matter experts (SMEs) to solve everyday problems. We know of a major manufacturer with dozens of factories worldwide and tens of thousands of...
Companies for years have been dealing with an aging workforce, losing talent and know-how to retirement. Now the pandemic has accelerated this, in all industries and at all levels. How do you replace the 20-year service or maintenance veterans and the know-how that is...
It’s an all too familiar scenario. You’re operating a piece of equipment and an error code pops up. You haven’t seen this one before, so your first instinct is to look for the manual. But where is it? And when (or if) you actually find the manual, is it the right one?...
Are you sending your customers on the best journey possible? 2020 didn’t turn out like it was supposed to. It has impacted service and support as much if not more than most other disciplines. And it will alter the course of these organizations through the foreseeable...
The Smart Home phenomenon started a few years ago and is gaining momentum, in part due to the pandemic. With more people staying home, there is less travel and therefore more disposable income. And Smart Home spending reflects this; the number of “smart homes” in...
