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Why do most field service, support, and experience innovation initiatives fail?

  1. You lack a clear vision and path to get there. Your service, support, and experience vision must be consistently understood, internalized, and applied by various stakeholders, up, down, and across the organization.
  2. You lack real innovation capabilities. Many service professionals and teams understand iteration, which is doing the same thing better. However, they may lack any depth in getting beyond Field Service Innovation Theater to real service innovation, which is all about doing new things. Conversely, their comfort zone may lie in innovating new service products, support services, or escalation processes, but a fundamental and forward-thinking look at your support business differently is beyond their purview.
  3. You don’t have a culture of service experimentation. Since most of us can’t pick the winners, the only way to uncover scalable and profitable potential is to design, develop, and test viable service and support business models. This approach takes courage, commitment, and a construct, elusive to most organizations.

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