Top 5 Attended Sessions of TSW Las Vegas 2017: Day 2

Posted by John Ragsdale on 10/25/17 10:56 AM

It is the final day of Technology Services World at the beautiful ARIA in Las Vegas. I just received the session counts for 70+ breakout sessions yesterday, and am here to report the top attended sessions. As I always say, attendees vote with their feet, so if you want to know which issues are top of mind with service executives, the top attended list is a great source of insight. 

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Topics: customer success, professional services, data analytics, Technology Services World Conference, analytics

Optimize and “Appify” Your Customer Journey Maps with Analytics

Posted by Jeremy DalleTezze on 9/8/17 5:00 AM

Customer journey maps are typically the result of a business planning exercise to better understand B2C customer experience sequences. With journey maps in hand, suppliers can then purposefully control and optimize the interactions to improve supplier outcomes in typically narrow circumstances.

However, the customer journey for a large technology buyer is complicated and dynamic. In this post, I’m going to explain that journey and how you can deliver a dynamic and more customized approach to customer journey mapping, an approach I like to refer to as “appifying,” with the help of analytics.

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Topics: data analytics, customer experience journey mapping, LAER, Art and Science of the Customer Journey, customer journey mapping

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

The Data Handshake: Tearing Down Data Silos with Trust

Posted by Jeremy DalleTezze on 3/23/17 5:00 AM

When J.B. Wood and Thomas Lah first introduced the concept of the “data handshake” in their book, B4B, it mainly focused on how it occurs between the technology supplier and customer. The basic premise of the data handshake is that in order for your company to provide data-driven, value-add services to your customers, you need their data. They give you some of their data, and in return, you give them enriched data insights. Depending on the vertical and geographical region, the handshake might be chock full of rich user-level information, or it might be mitigated to metadata and aggregated information. Either way, the supplier had to provide a compelling value proposition to gain the trust of its customers, and then deliver. 

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Topics: B4B, data analytics, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence, data handshake

Using Predictive Analytics for Cross-Sell and Upsell: Lessons from E-Tailers

Posted by Steve Frost on 12/20/16 5:00 AM

The holidays are upon us once again, and along with them, the corresponding annual shopping season. For dads like me with school-aged children, this is also the time of year when I turn to my favorite e-tailers to fulfill our family's wish lists. It's a tough call as to whether I love my children or hate the mall with more fervor, so in our house, “Santazon.com" with “Reindeer Prime" delivery has saved Christmas like the repentant Grinch at the end of the book. I know that it's certainly made me a lot merrier.

As we proceed to checkout with our shopping carts, we notice the e-tailer's recommendation engine making "frequently bought with" suggestions at the bottom of our screens. If I'm buying my 11-year-old son a new PlayStation 4 (Shhh...it's a secret), I have no problem with the e-tailer making the suggestion that he also perhaps could use an extra controller or might enjoy a specific game to go with it. 

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Topics: B2B, sales, data analytics, expand selling, internet of things (IoT), analytics, cross-sell, upsell, recommendation engine, predictive analytics, machine learning

Behind the Research: Data Analytics

Posted by Technology Services Industry Association on 9/8/16 6:30 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. Our robust data analytics program allows us to capture an accurate view of the state of the tech industry, which we use to provide our members with fact-based research and actionable metrics for improving their operations. To share details about TSIA's benchmarks and industry surveys, as well as provide a behind-the-scenes look at TSIA's data collection and analysis process is Jeremy DalleTezze, TSIA's Senior Director of Data Analytics Research. 

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Topics: data analytics, Behind TSIA Research, TSIA Research

[Video] How to Use TSIA's Technology & Services 50 Data Dashboard

Posted by Bryan Girkins on 4/21/16 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends in the technology industry in our widely followed Technology & Services 50 index. We aggregate the financial performance of these fifty companies from the public record and identify service revenue and profitability trends, as well as provide critical observations based on the current quarterly update of 50 of the largest global providers of technology services. What's more, TSIA now has an interactive dashboard allowing our members to play around with the data themselves! 

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Topics: data analytics, Technology and Services 50, TSIA Research

The Secret Knowledge of Education Services

Posted by Jeremy DalleTezze on 12/18/15 6:30 AM

'Tis the season of giving, and today our gift to you is the tenth day of our annual 12 Days of Insights blog series. Enjoy!

At TSIA, we talk a great deal about data. We have frameworks, case studies, and lots of conversations with our members about how to leverage big data assets. During these conversations, I walk our members through a succession of questions, starting with their goals, current plans, and progressing through to their data assets and analytic capabilities. In many conversations, members inform me that they have limited, or no, access to rich customer data. In particular, they have no line of sight into how their customers are leveraging their products and/or services. 

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Topics: education services, data analytics, consumption analytics, learning management system, 12 Days of Insights

Services Support Metrics: Jointly Creating a Standard

Posted by Phil Verghis on 10/6/15 9:00 AM

It’s pretty ironic that the simpler and more elegant a solution is for your customers, the more difficult it is for you to consistently deliver on that promise. This is particularly true when you provide services in the “cloud” or depend on other company’s clouds to deliver your offerings.

In a world where customers increasingly judge your support against best-in-class consumer support, how do we support executives give customers a superior experience, employees a rewarding work culture, and continue to scale massively, all without breaking the bank?

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Topics: metrics, support services, data analytics

Surviving the IoT Revolution: A Tale of Two Companies

Posted by Vele Galovski and Harald Kopp on 6/23/15 6:30 AM

In A Tale of Two Cities, Charles Dickens wrote about life in London and Paris during the French Revolution. The story included this iconic opening line:

"It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, ..." A Tale of Two Cities, Charles Dickens

The same could be said today for industrial equipment companies trying to survive the “Internet of Things” revolution. While it is a time of opportunity for the industry, many companies will not make the transition to the new business models.

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Topics: outcome-based services, big data, data analytics, consumption analytics, industrial equipment, internet of things (IoT), remote services, Intro to IoT, smart services

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