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 Customer Journey in Industrial Equipment

Posted by Harald Kopp on 7/28/17 5:00 AM

Smart, connected products and smart services have had a major impact on the world, not only in the way businesses are run, but also to the customer journey over the whole customer lifecycle. As part of TSIA's research initiatives, we track the latest industry trends affecting the industrial equipment (IE) sector, which includes automation technology, instruments and components, and solution providers leveraging industrial equipment. In this post, I’m going to be sharing how these changes to the customer journey, brought about by the increasing adoption of smart technological capabilities, are playing a part in the industrial equipment sector.

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Topics: industrial equipment, internet of things (IoT), smart, connected products, smart services, Art and Science of the Customer Journey

5 Key Themes Impacting Healthcare Technology

Posted by Vele Galovski on 7/13/17 5:00 AM

While the healthcare technology industry is still relatively strong, we’re seeing many of the same trends crop up that have drastically impacted other industries, mainly enterprise IT and industrial equipment. It all starts with the slowing down of CapEx revenue as new product feature innovations take a backseat to value realization. Suddenly, the business model that was built on high growth rates and high profitability needs to adapt to be in the business of delivering outcomes, not just products and services. 

However, with the rise of economic buyers and value-based care in the healthcare industry, there’s an opportunity to reverse these trends by creating new service offers. With that in mind, here are the top business challenges impacting the healthcare technology industry and the 5 key themes TSIA has observed during regular conversations with our membership community. 

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Topics: healthcare, internet of things (IoT), LAER, HHIT, smart, connected products, healthcare technology

Meet with TSIA Experts at 5 Upcoming Technology Industry Events

Posted by Technology Services Industry Association on 2/21/17 5:00 AM

Whenever a new trend emerges in the world of technology and services, TSIA is already on the front lines developing new research, frameworks, and expertise around what that trend can mean for your business and the future of our industry. To share some of their latest findings in the areas of customer success, field services, smart services and the Internet of Things (IoT), and recurring revenue, TSIA executives will be attending several upcoming conferences and speaking engagements, including: 2017 Customer Success Summit – Presented by Totango, TSIA International Field Services Summit, Executive Symposium, Technology Services World, and Gainsight Pulse 2017. 

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Topics: customer success, x-as-a-service (XaaS), field services, internet of things (IoT), summit, Technology Services World Conference, TSIA Research, smart services, speaking engagements

You’re Invited to Participate in TSIA’s 12th Annual Global Technology Survey!

Posted by John Ragsdale on 2/6/17 5:00 AM

Has it really been 12 years? When I launched the very first Global Technology Survey in 2006, the focus was just on tools for technical support and field service, with a total of 21 categories of technology. Over the years as TSIA has expanded and introduced new focus areas, the survey has expanded too, covering technology specific to education services, managed services, professional services, service revenue generation, and most recently, customer success and expand selling.

The 2017 Global Technology Survey covers a total of 42 categories. But don't worry—you won't be asked to answer all 42. Once you tell us which service discipline you belong to, we'll only prompt you to answer questions about technology relevant to your department. There is a good mix of standard tools which are highly adopted (CRM, customer portals, employee collaboration) as well as more nascent areas with limited adoption by pacesetters (upsell/cross-sell, consumption monitoring, Internet of Things). 

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Topics: customer relationship management (CRM), consumption analytics, internet of things (IoT), collaboration, customer portal, EMEA, cross-sell, upsell, service technology

Learn About Smart Services and IoT from TSIA in Switzerland!

Posted by Technology Services Industry Association on 1/19/17 5:00 AM

As the rise of smart, connected products continues to influence how today’s businesses are run, it’s imperative to understand exactly how smart services and the Internet of Things (IoT) are impacting your business and the technology and services industry as a whole. To answer common questions on this topic and offer a forum for constructive discussion, TSIA will be hosting a one-day Field Services summit called, “Transforming Your Field Service Organization with Smart Services and the Internet of Things” in Basel, Switzerland this March. 

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Topics: field services, internet of things (IoT), summit, TSIA Research, TSIA Strategic Services, smart services

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

[Infographic] Why You Need to Leverage IoT in Healthcare

Posted by Vele Galovski on 12/15/16 5:00 AM

Despite the healthcare industry experiencing steady growth year over year, many HHIT (Healthcare & Healthcare IT) providers are beginning to see the cracks in their traditional business models. This infographic outlines the various ways HHIT organizations can embrace the Internet of Things (IoT) through smart, connected products to capture new revenue streams, including optimized customer processes, and improved business outcomes.

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Topics: healthcare, infographic, internet of things (IoT), HHIT, equipment manufacturers, smart, connected products, smart services

[Free Ebook] Why Services is the Big IoT Opportunity for Hardware Manufacturers

Posted by Technology Services Industry Association on 10/13/16 5:00 AM

As our world becomes more connected, the resulting technological climate has had a growing impact on the way traditional hardware manufacturers run their businesses. “Why Services is the Big IoT Opportunity for Hardware Manufacturers," a free ebook by TSIA's Vele Galovski and Harald Kopp, is a roadmap hardware manufacturers can use to navigate the path to digitization and unlock the new business opportunities presented by smart services and the Internet of Things (IoT). 

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Topics: industrial equipment, internet of things (IoT), Technology Services World Conference, hardware manufacturers, ebook, smart services

Learn from Auto Industry Futurist John Ellis at TSW Las Vegas 2016

Posted by Nicole Dornsife on 9/22/16 6:30 AM

The Technology Services World conference is just around the corner, and we have a great lineup of inspiring keynote speakers who will share their thoughts and expertise on subjects following this year’s theme, "Aligning for Growth and Outcomes." Presenting the closing keynote is John Ellis, Auto Industry Futurist, who will be talking about what technology companies can learn from the recent disruptions impacting the automotive industry in his keynote, “The Future of the Automotive Industry and Its Uncanny Parallel to the Future of the Tech Industry.” I spoke with John in a short Q&A session where he shared with me a bit about his background and his upcoming TSW presentation. The full interview can be viewed on the TSW website, but here's a short excerpt of what he had to say. 

Editor's Note 11/8/2016: John Ellis' presentation is now available to view online!

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Topics: internet of things (IoT), Technology Services World Conference, smart services

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