7 Must-See Resources About Healthcare Technology

Posted by Vele Galovski on 2/6/18 5:00 AM

For decades, healthcare and HT vendors have operated under a traditional manufacturing model–sell equipment and technology, and service it when it breaks. Translating that equipment or software into actual clinical business value was previously left up to the healthcare provider. The recent advent of subscription business models where care providers are paying only when they use their equipment, and also have the abilty to stop paying if they don’t receive value from it, is now forcing manufacturers to make sure that better, tangible health outcomes can be achieved with their products.

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Topics: healthcare, internet of things (IoT), healthcare technology, artificial intelligence (AI)

4 Remote Customer Support Predictions for 2018

Posted by Peter Zeinoun on 12/19/17 5:00 AM

It’s hard to believe 2017 is already coming to a close. As I’m looking back on the past year, and looking forward to the year ahead, it’s got me thinking about where support has been and more importantly, where it’s going. If Vegas were to put out lines for the world of customer support, here’s where I’d place my bets for 2018, which follow the themes of creating a frictionless customer experience, increasing mobility, leveraging the latest technology, and providing self-service support options.

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Topics: mobility, support services, customer support, self-service support, intelligent customer support, artificial intelligence (AI)

Why Hardware Suppliers Need Artificial Intelligence, Business Analytics, and Machine Learning

Posted by Vele Galovski on 9/1/17 5:00 AM

If you’re an industrial equipment, telecommunications, or healthcare organization with hardware on a customer site, you’re going to want to understand how artificial intelligence (AI), business analytics, and machine learning fit into the picture. Through conversations with our membership community and TSW conference attendees, it’s become clear that these are are all hot topics that technology suppliers are interested in learning more about but are still having a hard time understanding. In this post, I’ll share what each of these terms mean, how they are fitting into the business strategies of hardware suppliers across the industry, and how you can learn to apply these emerging and highly beneficial capabilities and apply them to your business.  

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Topics: data analytics, healthcare, industrial equipment, internet of things (IoT), hardware manufacturers, smart, connected products, analytics, smart services, machine learning, telecommunications, artificial intelligence (AI), business analytics, remote services continuum

Are 67% of Customer Success Organizations Wrong?

Posted by Phil Nanus and John Ragsdale on 8/24/17 5:00 AM

TSIA asks our membership about different metrics and practices through various inquiries, surveys, and benchmarks. One statistic that has surprised us is the number of Customer Success organizations that use a dedicated customer success platform. According to our data, we found that 67% of Customer Success organizations do not use a dedicated customer success platform. 

While the data is consistent, we continue to be amazed. Between the two of us, we have direct experience with customer success platforms, and remain connected with new technologies that continue to hit the marketplace. We have also observed how other Customer Success organizations benefit from this kind of technology with efficient results. But none of the oft-quoted benefits have carried over to moving the needle on whether Customer Success organizations will purchase dedicated tools or applications for their teams.

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Topics: customer success, technology services, customer relationship management (CRM), machine learning, healthcare technology, artificial intelligence (AI)

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