TECH BUYER Apr 2022 - IDC Perspective - Doc # US47810422

Remote Service Without Losing Customer Engagement and the Human Experience


Aly Pinder

This IDC Perspective explores how a shift in the service experience to be more remote can provide different types of value to customers. This document also highlights how digital transformation initiatives can help organizations prioritize when a physical presence is needed and when remote service can achieve resolution or quality outcomes.

"Over the past two years contactless and remote experiences have become a way of life," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "Field service and the ability to deliver customer value can be improved through remote service outcomes where resolution doesn't require a physical technician to be onsite."



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