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Connected Customer Experience

Webinar Recap: Digital Technologies and Field Service

Author Natalie Kass on Jul-12-2019

When it comes to field service, companies are judged on the service they provide. The top two factors used to measure great service are the speed of service (is this going to take days, hours, minutes?) and first-time fix rate (is this going to be fixed right the first time?).

In order for field service technicians to achieve this, they need all the help they can get, whether in the form of knowledge or external resources. Knowledge might include manuals, how-to guides, audit trails, and truck stock inventory, while external resources might include support calls to outside experts.

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Webinar Recap: Best Practices to Streamline Supplier Warranty Management

Author Natalie Kass on Jun-19-2019

This month’s webinar, hosted by Mize, Inc. in partnership with Tech Mahindra, brought together experts in the automotive and warranty management industries to discuss best practices in streamlining supplier warranty management. Our presenters, including Michael Blumberg, Chief Marketing Officer of Mize, Michael Roberts, President of MR Insights, and Eric Marlan, Senior Product Manager of Mize, led stimulating discussions about the current state of supplier warranty management, and what strategies must be implemented to improve quality for all stakeholders.

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ICYMI – Webinar: Enabling Service Technicians to Deliver Better Customer Experience

Author Natalie Kass on Apr-8-2019

In last week’s webinar, Enabling Service Technicians to Deliver Better Customer Experience, our viewers learned how to equip service technicians with the tools they need to enhance customer experience (CX). Viewers also got an inside look at Mize’s connected CX solution which demonstrated key applications of the Mize software.

Our speakers included Michael Blumberg, CMO of Mize, and Andrew Thomas, Product Manager of Mize. Blumberg led us through reasons why field service companies should focus on enhancing their customers’ experience while also providing solutions that, once implemented, would enable service technicians to perform their work more efficiently. Then, Thomas walked through an end-to-end process for service requests in Mize, including a first look at Customer, Administrator, and Technician portals.

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Comparing Leaders & Laggards in Customer Experience Management

Author Bruce Burke on Apr-30-2014

Harvard Business Review Analytic Services recently released a report entitled Lessons from the Leading Edge of Customer Experience Management.

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Systems of Engagement Vs. Systems of Record

Author Bruce Burke on Mar-27-2014

Think of almost any brand, and then search your favorite social network to find their name. You’ll easily find them; they’re posting content and information - engaging consumers, in hopes of winning more customers.

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Mapping the Customer Journey For CEM Success

Author Bruce Burke on Feb-18-2014

A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.

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