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digital technology means they are at risk of becoming obsolete in a highly competitive market characterised by disruption .
Additional findings in the State of Service research revealed that while technology is leading investment trends , some of the consideration is pointing to a continued focus on the customer
Reverse Logistics grew , from 25 % to 54 %, and the implementation of Chatbots has almost quadrupled , from 11 % to 44 %.
The respondents citing technology superiority , 29 %, as their most significant differentiator has tripled since 2018 , and has overtaken customer experience , 26 %. This trend underscores how companies understand that not investing in the right experience , with FSM technology solutions ranking highest in terms of planned adoption being : Remote Assistance , 44 % of respondents planning to implement , Wearables , 44 %, Knowledge Management , 42 %, Simulations , 41 %, Scheduling Optimisation and Automation , 40 %, and Customer Self-service , 36 %.
Source : State of Service 2023 Global Report by IFS p
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